Automations: Keyword Editor

How do you open the Keyword Editor?

Open the Inbox, click the button Automation and choose Keywords. Click Edit in the row of the keyword you want to change. For a new one, use Create Keyword at the top right — it opens the same editor with empty fields. The Keywords overview explains what the list shows and which three keywords every account must keep.

What do the three fields do?

The editor has one job: connect a set of trigger words to one reply.

• Title - the internal name of the keyword. Your contacts never see it.
• Trigger word - the word that starts the automation. Press Enter after each word to add more than one; every word appears as its own tag.
• Response - the text Keaz sends the moment a trigger word arrives.

Keaz spells the rule out under the field: "If one of those words is used by your contact, this keyword will be sent."

Why should you read the live preview?

The panel on the right renders your response as a real WhatsApp message, including your business name and the business account badge. It is the fastest way to catch a typo, an awkward line break, or a reply that reads shorter than you meant it. What you see there is what your contact receives.

If the reply is getting long, the Inbox character limit explains where the ceiling sits.

How does Keaz decide which reply to send?

When a contact writes one of your stored trigger words, Keaz sends that keyword's response straight away. Several trigger words on one keyword raise the chance of a match, so add the spellings and synonyms your customers actually use.

Keyword logic takes precedence over every other automation. If an incoming message matches a keyword, that keyword answers and the Default Reply stays silent.

When does a change go live?

Cancel and Save sit at the top right of the editor. A saved keyword takes effect immediately — there is no separate activation step and nothing to publish. Cancel discards your edits and returns you to the list.

Where do keyword replies fit into support?

Keyword automations answer the questions that arrive over and over, so your team only handles the rest. Our guide to WhatsApp customer support for Shopify stores covers where an automated reply helps and where a person should take over.