How a keyword rule works
A single rule can match the keyword, reply, save the contact, group them and update the conversation.
Auto-reply sent for 3¢
- Auto-reply sent, with the contact's first name merged in
- Contact saved, with the first name captured from the message
- Contact added to the group set on the rule
- Conversation closed automatically after the reply
What Keyword Rules Can Do
Each rule has its own keywords, match mode, actions and number scope.
Exact, starts with or contains
Match on one keyword or a list of them. Choose exact match, starts with, or contains — case and punctuation are ignored, so JOIN, join and "Join!" all count.
Instant auto-replies
Reply the moment someone texts in, with an optional delay in seconds. Personalise it with {first_name}, {last_name} and {phone} merge fields.
Capture the contact
Save the sender straight into your contacts. Turn on first-name capture and "JOIN Sarah" saves Sarah's name along with her number.
Add and remove from groups
A rule can add the contact to one or more groups, remove them from others, or both, as each inbound message is processed.
Opt-in and opt-out keywords
Run your own keywords for joining and leaving a list. STOP handling always runs first, so built-in opt-outs are never overridden.
Route the conversation
Assign a matching reply to a team member, or open, close or snooze the conversation for a set number of hours so the inbox stays clean.
Scope it per number
Point a rule at a specific dedicated number or Sender ID, or leave it applying to every number. Priority decides which rule wins when several could match.
Per-contact cooldown
Set a cooldown in minutes so the same person never gets the same auto-reply twice in a row, no matter how many times they text in.
How to Set One Up
A keyword rule takes a couple of minutes to build, and you can test it before a single message goes out.
Pick your keywords
Add the words you want to listen for — JOIN, STOP, YES, INFO, BOOK — and choose exact match, starts with or contains.
Choose what happens
Auto-reply, save the contact, add or remove them from groups, opt them in or out, and assign or snooze the conversation.
Scope and prioritise
Apply the rule to every number or just one, and set the priority so the right rule wins when a few could match.
Test, then switch it on
Type a sample message into the built-in tester to see exactly which rule fires, then flick the switch to go live.
The built-in tester shows which rule matches a sample message, and on which keyword, before you switch it on.
Keyword automations run on inbound replies, so you'll need a dedicated Australian number to receive them. Auto-replies cost 3¢ each, like any other SMS.
What Businesses Use Them For
Anywhere a customer might text you back, a keyword rule saves your team the follow-up.
Opt-in lists
A JOIN keyword saves the sender as a contact, adds them to a group and sends a welcome message in one rule.
Appointment confirmations
A YES or CONFIRM keyword sends an acknowledgement and closes the conversation, leaving only replies that need a person.
Competitions and promos
An entry keyword auto-replies with terms or a code and adds each entrant to a single group for follow-up campaigns.
Channel attribution
Give each channel its own keyword and group, so responses can be attributed to the ad or medium they came from.
Frequently Asked Questions
Let Your Keywords Do the Admin
Sign up free, grab a dedicated number, and have your first keyword rule replying to customers this afternoon.