Keywords

Keywords let ChatbotX detect specific phrases in a customer’s message and automatically trigger either a static reply or a matching Flow. This is an effective way to create fast-response rules for predictable situations, such as guiding customers to a menu, checking order information, or answering frequently asked questions. For more natural conversations that require deeper context analysis, ChatbotX recommends combining Keywords with AI Agent support.

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1. Management interface

To access this feature, open Keywords from the left navigation. The interface is split into 2 main parts:

• Folders: Lets you organize keyword rules by campaign or use case, such as Promotions or Customer Support. You can create a new folder with + Create Folder.
• Keywords list: Shows every keyword rule in a table:
  • User Message: The phrase the system should recognize, such as price, consultation, or menu.
  • Bot Response: The response action, either a text reply or a Flow trigger.
  • Status: Whether the keyword rule is on or off.
  • Created At: When the keyword rule was created.

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2. How to set up an automated response

ChatbotX creates keyword rules through a simple modal. To start, click + Create Automated Response in the top-right corner.

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Step 1: Set up User Message

• User Message input: Enter the keywords the system should recognize.
• (+) Add more: Add multiple keyword variations that should trigger the same response, such as price quote and pricing.

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Step 2: Set up Bot Response

When the system detects a matching keyword, you can choose one of these response types:

• (+) Add text reply: Sends a text message immediately. This works best for short and direct replies.
• (+) Add flow reply: Lets you choose an existing Flow from a dropdown list. When the keyword is matched, that Flow starts automatically.

After finishing the setup, click Confirm to save the rule.

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3. Automation priority

When rule-based automation and AI are both active, ChatbotX follows a priority order to handle the customer’s message as accurately as possible:

1. Keywords: Highest priority. The system always checks the Keywords list first. If the message contains a valid keyword, the matching action runs immediately and processing stops there.
2. OpenAI / LLMs: If no keyword matches, the message is sent to the highest-priority AI model, which is OpenAI by default, for analysis and response.
3. Fallback AI models (Claude / Gemini / xAI / DeepSeek…): If the main AI model fails to connect or times out, the system automatically forwards the request to preconfigured backup models so the customer experience is not interrupted.
4. Default Reply: This is the final fallback when all automation and AI options are unavailable. The system sends a fixed message, such as a delay notice or a handoff message to a human agent.