Can I reassign replies to auto messages based on keywords?

  • 12 August 2020
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Can I reassign a reply to an auto message automatically if a customer’s reply contains certain keywords?


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Under Inbox > Automation, you'll find Rules. From here, you can create a new rule to reassign a reply to an auto message if it contains certain keywords.

 

When creating a new rule, select the event "A customer replies to outbound content".

 

Then, in the conditions for your rule, select Message Content, and define the keywords you want this rule to target.

 

Then, choose the action Assign to, then select the teammate or team to whom the conversation should be reassigned. Save your rule, and you're good to go!

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