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Topic auto-responses

Instant template replies triggered by specific topics or keywords.

A topic triggers a translated template — and optionally notifies you.

Overview

When a customer message matches a topic you've defined (by keyword), the AI skips generation and sends a pre-written template instead. Write the template once in English — the system translates it into the customer's language on the fly. Each topic can also notify you and optionally pause the AI so a human can take over.

Features

Keywords / Topics

Comma-separated words or phrases that trigger this topic. The first topic whose keywords match wins.

Response template (English)

Write the reply in English. The system auto-translates it into the customer's detected language before sending.

Notify Business

Sends you a notification when this topic fires, so you know a customer triggered it even if the AI handled the reply.

Ask for contact info first

When "Notify Business" is on, you can also have the AI collect the customer's full name and phone number before it sends your message and notifies you. The AI politely asks for the missing details, saves them to the contact, and only then completes the handover — so the notification your team receives always includes a name and number they can call. If the customer's details are already on file (for example on WhatsApp), everything happens immediately. This option is on by default for new rules with notifications enabled.

Pause Conversation

Stops the AI from replying further in this conversation after the template goes out, handing things to your team.

Trigger on

Choose whether the topic fires on every matching message, only the first message of a conversation, or only follow-ups.

Common tasks

Add a topic auto-response

About 1 min
  1. Open the sidebar → Configuration → Agent Configuration → General.
  2. Scroll to Topic Auto-Responses and click Add Topic.
  3. Enter a Topic Title and a short description.
  4. Add Keywords/Topics (comma-separated) that should trigger this response.
  5. Write the Response Template in English. The system auto-translates it to the customer's language.
  6. Optionally toggle Notify Business and Pause Conversation, then click Save Topic.

Duplicate or delete a topic

About 1 min
  1. Open the sidebar → Configuration → Agent Configuration → General.
  2. In Topic Auto-Responses, click Duplicate to copy a topic, or Delete to remove it.

Tips

Topics win by keyword order. Put specific keywords ("medical complaint") before generic ones ("complaint") or the generic rule will steal them.
Templates are auto-translated. Write in English and the customer will see it in their own language.
Be careful enabling Pause Conversation on high-volume topics — every match locks the AI out until you resume.

Frequently asked questions

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