Summary
Automated keyword responses in Wati allow you to reply to customer messages instantly when specific words or phrases are detected. This helps you handle common inquiries, send quick replies, and reduce manual work for your support team.
In this guide, you will learn how to create an automation rule that detects keywords in incoming messages and automatically sends a response.
Instructions
Create automated responses for keywords
Follow these steps to configure a rule that responds automatically when a customer sends a message containing a specific keyword.
1. Go to automation rules
Log in to your Wati account.
Navigate to Automation.
Click Rules from the menu on the left.
2. Create a new rule
Click Create Rules in the top-right corner.
This will open the rule configuration page where you can define triggers, filters, and actions.
3. Select a trigger
Choose the event that should start the automation.
For WhatsApp messages, select New WhatsApp message is received.
For other channels such as Instagram, select the corresponding message trigger.
The trigger determines when Wati should evaluate the rule.
4. Name your rule
Enter a clear and descriptive name for the rule.
For example:
Keyword – Order
Keyword – Pricing
Using meaningful names makes it easier to manage rules later.
5. Add a keyword filter
Next, define the keywords that should activate the rule.
Under Filters, select Incoming message matches keyword(s).
Choose the matching method, such as:
Fuzzy matching: allows the system to detect keywords even if the message is not an exact match. It can recognize similar words, small spelling mistakes, or variations in phrasing.
Exactly matches: means the incoming message must be identical to the keyword you defined.
Contains: means the rule will trigger if the incoming message includes the keyword anywhere in the message.
Enter the keywords you want to detect.
If you want to add multiple keywords, separate them according to the selected matching method (for example, comma-separated).
Example
You may want to trigger a rule when a customer sends:
ordertrack orderwhere is my order
6. Add an action (automated response)
Now define what should happen when the keyword is detected.
Go to the Actions section.
Choose the action you want to perform.
For example:
Send a message
Start a chatbot
Route the chat to an agent
If you want to send a predefined message, select a reply from your Reply Material library.
If you do not see any replies available, create them first in the Reply Material section.
7. Configure advanced filters (optional)
You can make your rule more specific by adding additional conditions.
For example, you can:
Target VIP customers using contact attributes
Trigger rules only for certain customer segments
Combine multiple keyword conditions
This allows you to create more personalized and targeted responses.
8. Activate and save the rule
Once your configuration is complete:
Turn the rule On.
Click Save changes.
Your automation rule is now active.
Whenever a customer sends a message containing the specified keyword, Wati will automatically trigger the action you configured.
Example use cases
Keyword automation can help streamline many common workflows.
Automatically sending order tracking information
Providing store hours
Sharing pricing details
Triggering support workflows
Using keyword-based automation helps you respond faster and improves the overall customer experience in Wati.
Frequently Asked Questions (FAQs)
Automated keyword responses in Wati
1. What are automated keyword responses in Wati?
Automated keyword responses in Wati allow businesses to automatically reply to customer messages when specific words or phrases are detected in incoming messages. This helps handle common inquiries, send quick replies, and reduce manual work for support teams.
2. How do automated keyword responses work in Wati?
Automated keyword responses work by creating an automation rule that detects keywords in incoming messages. When a customer message matches the defined keyword conditions, Wati automatically performs the configured action, such as sending a reply or triggering a workflow.
3. Where can you create a keyword automation rule in Wati?
To create a keyword automation rule in Wati, log in to the Wati account, navigate to Automation, and select Rules from the menu on the left. From there, you can create and configure a new rule.
Configuring keyword automation rules
4. What trigger should be used to detect incoming customer messages for keyword automation?
To detect incoming customer messages for keyword automation, select the trigger New WhatsApp message is received for WhatsApp messages, or select the corresponding message trigger for other channels such as Instagram.
5. How do you define keywords that trigger an automation rule in Wati?
To define keywords for an automation rule, add a filter under Filters using Incoming message matches keyword(s). Then select the matching method and enter the keywords that should activate the rule.
6. What keyword matching methods are available in Wati rules?
Wati supports several keyword matching methods:
Fuzzy matching, which detects similar words, spelling variations, or slight phrasing differences
Exactly matches, which requires the incoming message to be identical to the defined keyword
Contains, which triggers the rule if the keyword appears anywhere in the message
7. What actions can be triggered when a keyword is detected?
When a keyword is detected, Wati can trigger actions such as sending a message, starting a chatbot, or routing the chat to an agent.
8. How can you send a predefined reply when a keyword is detected?
To send a predefined reply, select the Send a message action and choose a response from the Reply Material library. If no replies are available, create them first in the Reply Material section.
9. Can additional filters be added to keyword automation rules?
Yes. Additional filters can be added to make the rule more specific. For example, filters can target VIP customers using contact attributes, limit the rule to certain customer segments, or combine multiple keyword conditions.
10. When does a keyword automation rule become active in Wati?
A keyword automation rule becomes active after the rule is turned On and the configuration is saved. Once active, Wati automatically runs the rule whenever an incoming message matches the defined keyword conditions.