Summary
This guide explains how to automatically trigger a chatbot in Wati when a customer sends a specific keyword. By creating a keyword-based rule, you can start a chatbot whenever an incoming message matches the keyword you define. This helps you automate responses, guide customers through predefined flows, and ensure faster engagement on channels like WhatsApp and Instagram.
Instructions
How keyword-based chatbot triggers work
Keyword-based rules allow Wati to detect specific words or phrases in incoming messages. When a message matches the keyword you set, Wati automatically starts the selected chatbot.
This is commonly used for scenarios such as:
Starting a support chatbot when a customer sends "support"
Triggering a product catalog flow when a user sends "products"
Launching a lead qualification chatbot when someone sends "start"
You can create these rules using the automation settings in Wati.
Steps to activate a chatbot using a keyword rule
Follow these steps to create a rule that triggers a chatbot when a specific keyword is received:
1. Open the automation rules page
Log in to Wati.
Go to Automations.
Select Rules.
Click on + Create Rules
2. Select the trigger event
Choose the trigger based on the channel where you want the chatbot to run.
Select New WhatsApp message is received if you want the chatbot to start when a WhatsApp message arrives.
Select New Instagram message is received if you want it to trigger from Instagram messages.
This ensures the rule activates automatically whenever a new message is received on the selected channel.
3. Enter a clear name for the rule so it is easy to identify later.
For example: Start Support Chatbot
4. Add a keyword filter
Next, configure the keyword condition that will trigger the chatbot.
Click Add Filter.
Select Incoming message matches keyword rule.
Set the matching method to Exactly matches.
Enter the keyword that should trigger the chatbot.
For example:
supportstartpricing
When a customer sends a message that exactly matches this keyword, the rule will trigger.
5. Configure the rule action
Now choose the action that should run when the keyword is detected.
Click Add Action.
Select Start chatbot.
Choose the chatbot you want to trigger.
6. Save the rule
Once everything is configured:
Click Save changes.
Your rule is now active.
What happens after the rule is created?
When a customer sends a message that exactly matches the keyword you configured:
Wati detects the keyword in the incoming message.
The rule is triggered automatically.
The selected chatbot starts and continues the conversation.
This allows you to automate customer interactions and guide users through predefined chatbot flows without manual intervention.
Frequently Asked Questions (FAQs)
Keyword-based chatbot triggers
1. What is a keyword-based chatbot trigger in Wati?
A keyword-based chatbot trigger allows Wati to automatically start a chatbot when a customer sends a message that matches a specific keyword. When the incoming message matches the configured keyword, Wati detects the keyword and triggers the selected chatbot to start the conversation.
2. What are keyword-based chatbot triggers used for?
Keyword-based chatbot triggers are used to automatically start chatbot flows when customers send specific messages. For example, a support chatbot can start when a customer sends "support", a product catalog chatbot can start when a user sends "products", and a lead qualification chatbot can start when someone sends "start".
Setting up a keyword-based chatbot rule
3. How do I create a rule to trigger a chatbot using a keyword in Wati?
To create a keyword-based chatbot rule, log in to your Wati account, go to Automations, select Rules, and click + Create Rules. Choose the trigger event for the channel where the chatbot should run, enter a name for the rule, add a keyword filter using Incoming message matches keyword rule, configure the action Start chatbot, select the chatbot you want to trigger, and then click Save changes.
4. Which trigger events can be used to activate a keyword-based chatbot rule?
A keyword-based chatbot rule can use New WhatsApp message is received to trigger the chatbot when a WhatsApp message arrives, or New Instagram message is received to trigger the chatbot when an Instagram message is received.
5. How do I configure the keyword condition for a chatbot trigger rule?
To configure the keyword condition, click Add Filter, select Incoming message matches keyword rule, set the matching method to Exactly matches, and enter the keyword that should trigger the chatbot, such as "support", "start", or "pricing".
Chatbot behavior after a keyword is detected
6. What happens when a customer sends a message that matches the keyword?
When a customer sends a message that exactly matches the configured keyword, Wati detects the keyword in the incoming message, automatically triggers the rule, and starts the selected chatbot to continue the conversation.
7. What action should be configured to start the chatbot after detecting a keyword?
To start a chatbot when a keyword is detected, configure the rule action by clicking Add Action, selecting Start chatbot, and choosing the chatbot that should run when the keyword is matched.