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.
Note: Keyword based rules are independent of chatbot assignment. They trigger when an incoming message matches the configured keyword, regardless of whether the conversation is later routed to an operator or team.
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).
Note: Keyword matching is not case-sensitive. For example, if you configure the keyword Support, messages containing support, SUPPORT, or Support will all match the rule (subject to the selected matching method).
Example
You may want to trigger a rule when a customer sends:
ordertrack orderwhere is my order
Where Wati checks for keywords
Wati checks different parts of an incoming message depending on the message type:
Text message — Wati checks the message text.
Image, video, or document with a caption — Wati checks the caption.
Voice note or audio file — Wati checks the transcript of the audio.
Image, video, document, or sticker without a caption — There is no text to match, so the rule stops at the keyword filter and no action is performed.
Using multiple keyword filters in a rule
You can add Incoming message matches keyword(s) multiple times within the same rule. Each keyword filter has its own keyword list and matching method, allowing you to combine different matching methods in a single rule.
For example:
Exactly matches refund AND Contains urgent — both conditions must match for the rule to continue.
Exactly matches refund OR Fuzzy matches complaint — either condition can match for the rule to continue.
You cannot use a keyword filter and No keyword matches together in the same condition group.
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)
General
1. What are automated keyword responses in Wati?
Automated keyword responses allow Wati to automatically respond to customer messages when specific words or phrases are detected.
2. Are keyword-based rules affected by chatbot assignment?
No. Keyword-based rules are independent of chatbot assignment. They trigger when an incoming message matches the configured keyword, regardless of whether the conversation is later routed to an operator or team.
Keyword Filters
3. How do I configure a keyword filter in a Wati rule?
In the rule configuration, go to Filters and select Incoming message matches keyword(s). Choose a matching method, enter the keywords you want to detect, and configure the keyword filter.
4. What keyword matching methods are available?
The keyword filter supports Fuzzy matching, Exactly matches, and Contains. Fuzzy matching detects keywords when the message is not an exact match, Exactly matches requires the incoming message to be identical to the configured keyword, and Contains triggers when the incoming message includes the keyword anywhere in the message.
5. Is keyword matching case-sensitive?
No. Keyword matching is not case-sensitive. For example, if the configured keyword is Support, support, SUPPORT, and Support can all match, subject to the selected matching method.
6. Where does Wati look for keywords in incoming messages?
Wati checks different parts of an incoming message depending on the message type:
Text message: Wati checks the message text.
Image, video, or document with a caption: Wati checks the caption.
Voice note or audio file: Wati checks the audio transcript.
Image, video, document, or sticker without a caption: There is no text to match, so the rule stops at the keyword filter and no action is performed.
7. Can I use multiple keyword filters in the same rule?
Yes. You can add Incoming message matches keyword(s) multiple times within the same rule. Each keyword filter can have its own keyword list and matching method, allowing different matching methods to be combined in one rule.
8. Can I use AND or OR conditions with multiple keyword filters?
Yes. With AND, all configured keyword conditions must match for the rule to continue. With OR, either keyword condition can match for the rule to continue. A keyword filter and No keyword matches cannot be used together in the same condition group.
Rule Actions
9. What actions can a keyword rule perform?
A keyword rule can send a message, start a chatbot, or route the chat to an agent. For a predefined response, you can select a reply from the Reply Material library.
10. Can I add additional conditions to a keyword rule?
Yes. You can add advanced filters to make a keyword rule more specific. The draft gives contact attributes, customer segments, and multiple keyword conditions as examples of additional conditions.