Triggers: Keyword match and Scheduled

Keyword match

• Starts when: Keyword match. (You can switch the same card to Scheduled here.)
• Keywords: type a word and press Enter or a comma. Add as many as you like; they are stored in lower case. A new trigger starts with menu.
• Starts when the keyword is: The whole message starts the flow only when the message is just the keyword, such as "menu". Anywhere in it starts it whenever the word appears in a longer message. Words match as whole words, so "price" does not match "priceless".
• Next step → Then: the first step of the flow. Required.
• More options → If they stop replying: Do nothing, Remind them after 1 hour or Remind them after 3 hours. The reminder ("Just checking in: reply here whenever you’re ready.") is sent once, from whichever step is waiting for them.

Choosing good keywords

• Words Slot Reply already answers itself cannot start a flow: book, cancel, reschedule, appointment, stop and start, and requests to book, cancel, move or talk to a person in any language.
• Greetings and short replies (hi, hello, ok, yes, thanks, vanakkam) are allowed but warned about, because customers send them all the time.
• Only one live flow can answer a word. If another live flow already uses it, choose a different word.
• When a customer asks to book in a longer message that happens to contain your keyword, the booking assistant answers instead; only the keyword on its own starts the flow.

Scheduled

Growth and Pro. Starts the flow by itself a set time after each appointment.

• Runs: 2 hours after each visit or 1 day after each visit.
• Next step → Then: the first message.
• Start a scheduled flow with a WhatsApp template step: the customer may not have written in the last 24 hours, and only a template reaches them then.
• Reminders *before* an appointment are not set here. Use Settings → Booking rules → Reminders; see Appointment reminders.