{"id":2269,"date":"2026-03-25T02:17:59","date_gmt":"2026-03-24T20:47:59","guid":{"rendered":"https:\/\/www.smsgatewaycenter.com\/blog\/?post_type=docs&#038;p=2269"},"modified":"2026-03-25T02:17:59","modified_gmt":"2026-03-24T20:47:59","password":"","slug":"how-do-i-route-support-messages-by-keyword","status":"publish","type":"docs","link":"https:\/\/www.smsgatewaycenter.com\/blog\/kb\/how-do-i-route-support-messages-by-keyword\/","title":{"rendered":"How do I route support messages by keyword?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Start with&nbsp;<strong>Incoming Message<\/strong>&nbsp;trigger. Add a&nbsp;<strong>Keyword Match<\/strong>&nbsp;condition: e.g. \u201cbilling, payment, invoice\u201d \u2192&nbsp;<strong>Send WhatsApp<\/strong>&nbsp;(billing team template) and tag \u201cBilling\u201d; \u201ctechnical, bug, error\u201d \u2192 tech template and tag \u201cTechnical\u201d; default \u2192&nbsp;<strong>Round Robin<\/strong>&nbsp;or generic reply and tag \u201cGeneral\u201d. Connect each condition output (True\/False) to the right message or assignment node.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Start with&nbsp;Incoming Message&nbsp;trigger. Add a&nbsp;Keyword Match&nbsp;condition: e.g. \u201cbilling, payment, invoice\u201d \u2192&nbsp;Send WhatsApp&nbsp;(billing team template) and tag \u201cBilling\u201d; \u201ctechnical, bug, error\u201d \u2192 tech template and tag \u201cTechnical\u201d; default \u2192&nbsp;Round Robin&nbsp;or generic reply and tag \u201cGeneral\u201d. Connect each condition output (True\/False) to the right message or assignment node.<\/p>\n","protected":false},"author":118,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"doc_category":[1964],"doc_tag":[],"class_list":["post-2269","docs","type-docs","status-publish","hentry","doc_category-workflow-builder"],"year_month":"2026-07","word_count":61,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"admin","author_nicename":"admin","author_url":"https:\/\/www.smsgatewaycenter.com\/blog\/author\/admin\/"},"doc_category_info":[{"term_name":"Workflow Builder","term_url":"https:\/\/www.smsgatewaycenter.com\/blog\/kb-cat\/workflow-builder\/"}],"doc_tag_info":[],"_links":{"self":[{"href":"https:\/\/www.smsgatewaycenter.com\/blog\/wp-json\/wp\/v2\/docs\/2269","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.smsgatewaycenter.com\/blog\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/www.smsgatewaycenter.com\/blog\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/www.smsgatewaycenter.com\/blog\/wp-json\/wp\/v2\/users\/118"}],"replies":[{"embeddable":true,"href":"https:\/\/www.smsgatewaycenter.com\/blog\/wp-json\/wp\/v2\/comments?post=2269"}],"version-history":[{"count":0,"href":"https:\/\/www.smsgatewaycenter.com\/blog\/wp-json\/wp\/v2\/docs\/2269\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.smsgatewaycenter.com\/blog\/wp-json\/wp\/v2\/media?parent=2269"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/www.smsgatewaycenter.com\/blog\/wp-json\/wp\/v2\/doc_category?post=2269"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/www.smsgatewaycenter.com\/blog\/wp-json\/wp\/v2\/doc_tag?post=2269"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}