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Send Different Responses Based on Keywords

Automatically send different WhatsApp responses depending on keywords in incoming messages. This is useful when running multiple campaigns that each need a specific auto-reply.

Example scenario​

You have two campaigns with different WhatsApp widget messages:

Campaign A (Webinar): Incoming message contains sign up for your Webinar - Brain Mastery 2024

Campaign B (Holiday Program): Incoming message contains interested in your Holiday Program - Brain Works

Steps​

  1. Create a new workflow with Contact Replied as the trigger.

  2. Add an IF/ELSE action with two branches:

    • Branch 1 (Webinar): Condition — Message > message contains sign up for your Webinar - Brain Mastery 2024
    • Branch 2 (Holiday Program): Condition — Message > message contains interested in your Holiday Program - Brain Works

    if-else-campaign-a-vs-b.png

    info

    The system checks branches left to right. If a message matches multiple branches, only the first match is followed.

  3. Under each branch, add a Send WhatsApp action with the appropriate response.

    branch-a-webinar-msg.png

    branch-b-holiday-program-msg.png

  4. In workflow Settings, toggle Allow contact to enter workflow more than once to ON.

    setting-allow-entry-more-than-once.png

  5. Publish and test by sending messages containing each campaign's keywords.

    complete-send-different-responses-based-on-keywords.png

Troubleshooting​

No automatic response sent? Check that the keywords match exactly, including capitalisation.

Wrong response sent? Your keywords may be too generic. Use specific, unique phrases.

Workflow only triggers once per contact? Ensure "Allow contact to enter workflow more than once" is ON in workflow settings.