How to Create Keyword Triggers in ZazzyAgent
A trigger tells ZazzyAgent when an automation should start.
One of the simplest triggers is a keyword trigger.
For example, you can configure an automation to start when a customer sends:
pricing
or:
help
or:
book
Keyword triggers work well when customers are likely to use predictable words or phrases.
What is a keyword trigger?
A keyword trigger watches for customer messages that match the trigger configuration.
Example:
Keyword: pricing
Customer:
pricing
↓
Start the pricing flow.
When should I use keyword triggers?
Keyword triggers work well for commands and simple entry points.
Examples:
Start
Help
Pricing
Products
Book
Support
Order
They are less suitable when customers can express the same request in many different ways.
For example:
I want to know how much this costs.
What's the price?
How much is it?
An AI intent or broader natural-language workflow may be better for those situations.
Create a keyword trigger
Open Flow Builder and create or edit the flow you want to trigger.
Open the Start Bot Flow/trigger configuration.
Enter the keyword you want customers to use.
Choose the matching method supported by the trigger configuration.
The current Flow Builder documentation includes keyword triggers and exact keyword matching.
Exact Keyword Match
Exact matching is useful when the customer must send the specific word or phrase.
Example:
Keyword:
pricing
A customer who sends:
pricing
matches.
A message such as:
what's your pricing?
may not match an exact-only rule depending on the trigger configuration.
Use exact matching when precision matters.
String Matching
String matching can be useful when the keyword appears inside a longer message.
For example:
Keyword:
pricing
Customer:
Can you send me your pricing?
The keyword appears inside the message.
The exact behavior depends on the matching configuration available for the trigger.
Use multiple entry points
You may want customers to reach the same flow using different keywords.
For example:
pricing
price
cost
All could lead to your pricing flow.
Don't create dozens of variations without a reason.
For broad natural-language requests, AI can be a better solution.
Give customers an alternative
Don't make keyword triggers the only way customers can navigate your bot.
A menu could provide:
Products
Pricing
Support
Talk to a human
This helps customers who don't know which keyword to type.
Example: Support trigger
Keyword:
help
Flow:
Hi! What do you need help with?
Track Order
Return Product
Talk to Support
This turns one keyword into a structured customer-support journey.
Why isn't my keyword trigger working?
Check the keyword
Make sure the customer is sending the expected word or phrase.
Check the matching type
Exact matching and broader matching behave differently.
Check whether the flow is active
Make sure the flow is saved and published/active as required.
Check for trigger conflicts
If several flows use similar triggers, you may need to review how your trigger setup is configured.
Check the channel
Make sure you're testing the same channel where the automation is configured.
Keyword trigger best practices
Use short, memorable keywords.
Good:
help
price
book
Avoid complicated phrases customers are unlikely to type.
Also test real-world language.
If you expect customers to say:
Can I see your prices?
don't assume that they will always send:
pricing
Keyword vs AI intent
Use keyword triggers when there is a clear command.
Use AI intent when the customer can express the same intention in many ways.
Example:
Keyword
track
Intent
"Where is my order?"
"Can you tell me where my package is?"
"Has my order been shipped?"
The second group represents one customer intention expressed in different ways.
A practical approach
A strong automation often combines both.
Keyword
help
↓
Structured menu
↓
AI
for customers who need to explain their situation naturally.
This gives customers both simplicity and flexibility.