AI and automation
Keyword rule
A keyword rule is an instruction that matches specific words in an incoming message and responds with a set reply or starts a defined automation.
Also calledauto-reply ruletrigger word
It is deterministic where an AI is probabilistic, which makes it the right tool for things that must behave identically every time: opt-out keywords, a pricing request, an escalation phrase. Rules are best used alongside a grounded AI, handling the known cases and leaving the rest to language understanding.
More in AI and automation
Worth knowing alongside it.
- Opt-out
- An opt-out is a customer's instruction to stop receiving messages, usually given by replying with a keyword such as stop or unsubscribe.
- Grounding
- Grounding is the practice of making an AI answer from specific source material you supplied, rather than from whatever it absorbed during training.
- Workflow automation
- Workflow automation is a defined sequence of steps the system performs when a trigger fires, such as sending a message, setting a field, assigning an owner, or waiting.