> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/marketing/keyword-autoreply.md). # Auto Reply Omnichat supports Chatbot Auto Reply, which can apply to website, Facebook Messenger, LINE official account, Instagram and WhatsApp {% hint style="info" %} **Previous Feature Name:** Keyword Auto Reply {% endhint %} {% hint style="info" %} Notice: Auto Reply will only be triggered in the "Open", "Chatbot" and "Closed" conversations by default. The conversations in "Progress" are considered to be taken over by Live chat, so you need to tick the "Progress" option under "and case status is", otherwise it cannot be triggered. {% endhint %} {% hint style="danger" %} IG story reply: When customers reply your story, if customer's message contains the keyword, it will trigger auto reply private message. {% endhint %} ## Step 1: Add New Group

## Step 2: Enter the Group Name and select the Target Messenger

## Step 3:Add New Rule

## Step 4: Set the Rules and Content ### Set the Text message reply #### If you choose "Message Block", you need to select the chatbot and chatbot module you want to reply.

### Set the Message Block reply

### Set the Image reply

### Set the Image + Text message reply (Only support WhatsApp / Website live chat) {% hint style="info" %} When you choose to reply with " **Text** " or " **Image + Text** ", you can click the blue box at the bottom right of the text input box to select \[**Customer Name**], and the system will include the name parameter of **{{system:cutomer\_name}}** in the content , the contact customer name will be automatically fetched. {% endhint %}

{% hint style="info" %} When you choose to reply with " **text** " or " **picture + text** ", you can click the blue box **{{...}}** at the bottom right of the text input box to select " **Customer Name** ".\ And the system will include the name parameter of **{{system:customer\_name}}** in the content , the contact customer name will be automatically fetched. {% endhint %} ### Set the Not reply any messages

### Set the Sticker reply (Only support WhatsApp)

{% hint style="warning" %} Noted: Stickers must have a transparent background, must be exactly 512x512 pixels, less than 100 KB and in WebP format. {% endhint %} ## Step 5: Set Keyword Condition

### The Rules of Keywords * Contains any * Example: * Keywords: A、 B、 C * Received message: I want to buy A -> Eligible ✅ * Contains all * Example: * Keywords: Buy、 B * Received message: I want to buy A -> Not Eligible ❌ * Received message: I want to buy B -> Eligible ✅ * Is exactly the same as * Only one Keyword can be added * Example: * Keyword: 00 * Received message: I want to buy 00 -> Not Eligible ❌ * Received message: 00 -> Eligible ✅ ## Step 6：Set Keyword Event Status It is mainly divided into two states: " **Open/Closed/Chatbot** " and " **In Progress** ". The default status is " **Open/Closed/Chatbot** ". Here you can decide whether to check " **In Progress** ". {% hint style="info" %} If the event status of " **In Progress** " is checked, it means that when the customer service has followed up the event, the set keyword condition will be triggered. {% endhint %} #### When " In Progress " is not checked, Auto Reply can only be triggered in the three states of " Open/Closed/Chatbot ".

#### When there is a check " In Progress ", the Auto Reply is triggered:

## Auto Reply supports multiple channels ### Edit group/Add channel #### When creating a keyword group, directly select multiple channels.

{% hint style="info" %} If you find that you cannot change the channels of group, please copy the group and then change it. {% endhint %}

## Clone the new Group #### After the grouping of a single channel and the keyword conditions below are set, you can click the "Copy" button to copy the set keyword conditions to other channels that need to be used.

## Keyword Tagging When a customer triggers the keyword, the tag can be added to this contact\ \*\* Customers need to connect with LINE / FB Messenger / Instagram / WhatsApp , or leave their email before)

## Keyword QR code {% hint style="info" %} Notice:\ Keyword QR code can only support one keyword, if there are multiple keywords, the QR code cannot be generated {% endhint %} Step 1: Set the keyword's rule (Need to include **1 Keyword** to generate QR code), and set the reply message (For Auto Reply setting, please refer to [Setting of Auto Reply and Content](#step-1-add-new-group))

Step 2: When the customer scans the QR code, the preset keyword will be shown in the input box. Then, the customer sends the keyword and auto-reply message will be triggered

The set keywords are automatically generated in the input window

After sending the keyword, trigger the already set auto-reply content

{% hint style="info" %} In the keyword QR Code of **FB Message**, **LINE**, and **IG**, if there is an edit to modify the keyword or the content of the triggered response, the QR Code and link will not change accordingly. {% endhint %} ### QR code supports WhatsApp DeepLink * For WhatsApp's Keyword QR code, you can choose the “**Static Link**” or “**WhatsApp DeepLink**” * ***Static Link*****：** If the keyword changes, the QR code and link will not change accordingly * **WhatsApp DeepLink：** Provided to WhatsApp built-in QR code Scanner for scanning. If the keyword changes, the QR code and link will change accordingly.

## Utilise Keyword QR code for Tagging ### Scenario: Add different tags for customers who join WhatsApp from different channels Step 1: Select WhatsApp to create a new group and set the rule of keywords. Then you can set different keywords for different channels. For example, for the Watsons channel, you can use Watsons' related keywords. Different Auto Reply can also be set for different channels.\ \ (For Auto Reply setting, please refer to [Setting of Auto Reply and Content](#step-1-add-new-group)) {% hint style="info" %} Notice:\ If the Keyword changes, the QR code will also be changed. If you change the reply content without changing the Keyword, the QR Code will not change. {% endhint %}

Step 2: When customers scan the QRCode, they will enter the WhatsApp chatbot, and the preset keyword will be shown in the input box (Please refer to the following image: Get new product detail!). When customers sent out the keyword, the tag will be added to the contact

Step 3: Go to "Audience & Broadcast" > WhatsApp, you can see the tagged customers, and then you can filter the tagged contacts you need (Please refer to [Audience & Broadcast](broken://pages/-LeT8jIL7a4Ek1hyvXAp) setting)

## Auto Reply (Don't need to send message manually) Step 1: Set LIFF ID first, please refer to [LIFF Setting](/en/features/social-subscriber-integration/liff-setting.md) Step 2: Please approach you Omnichat consultant to enable Auto Reply feature Step 3: Finish

Customers scan QR or click the link will trigger auto reply, they won't need to send message manually

{% hint style="info" %} Once this feature is enabled, please noted following points 1. Customers don't need to input verification code. The process will be: Scan QR code > Open LINE app > Finish binding 2. Binding message is "Push API" and will be charged 3. Auto reply message is "Push API“ and will be charged {% endhint %} ## Q & A #### Q: If the message sent by the customer matches two rules of keyword, which rule will be triggered? A: The last (latest) created rule will be triggered.