Give customers a useful answer, anytime.

Try a real customer question

1. Any word: with keywords “price, cost”, “What is the price?” matches because it contains one option. All words requires every keyword. Exact message requires the whole message to match one listed option.
2. A 5-minute cooldown means this rule will not reply again to the same person for 5 minutes. It does not delay the first reply.
3. If two keyword rules match, the first enabled matching rule in the list is used. Keep overlapping keywords in one rule where possible.
4. Welcome introduces your business to a new customer. Away answers when nothing else has replied; enable Only outside business hours if it should run only when you are closed.
5. In Menu bot, “1=Prices|Our cakes start at $12” means: show Prices as option 1; reply with the price text when the customer sends 1. “menu:human” opens a menu section; arrange a teammate’s reply yourself.
6. The opt-out keywords stop and unsubscribe let a customer leave your campaign list. Test one matching question, one unrelated question and every menu number in Try it before enabling Autopilot.

Copy a complete bakery reply setup

Use this bakery example in Autopilot. Set up and test one part at a time so you can tell which reply came from which setting.

1. Keyword replies → Add. Keywords: price, cost, السعر, بكام. Match: Any word. Reply: “Our cakes start at $12. Reply menu to see more options.” Cooldown: 5 minutes. Save the rule.
2. In Try it, enter “What is the price?” Expected reply: the cake price. Enter “Where is my order?” With other replies off, expected result: no reply. Add a separate order-help rule if you want to answer that question.
3. Enable Welcome and enter “Hi [name], welcome to Nour Bakery. Reply menu for prices and hours.” This introduces your business when a new person writes; a matching keyword rule takes priority.
4. Enable Away: “We are closed now. We will reply during business hours.” Set days Sunday–Thursday, from 09:00 to 18:00, enable Only outside business hours, and set the repeat interval to 60 minutes.

For Menu bot, set the trigger to menu, enable the menu and paste this complete example into its menu editor:

[root]
message=Welcome to Nour Bakery!
1 Prices
2 Opening hours
3 Talk to a person
1=Prices|Our cakes start at $12. Reply 0 for the menu.
2=Opening hours|Sunday to Thursday, 9am to 6pm. Reply 0 for the menu.
3=Talk to a person|menu:human
0=Menu|menu:root

[human]
message=A teammate will reply here. Reply 0 for the menu.
0=Back|menu:root

[root] is the first screen. message= starts the text displayed to the customer; the lines beneath it list the choices. In “1=Prices|…”, 1 is the customer’s reply, Prices is the label, and the text after | is the answer. menu:human opens the [human] section. 0 leads back to [root].

Customer: menu
Bot: Welcome to Nour Bakery! / 1 Prices / 2 Opening hours / 3 Talk to a person
Customer: 1
Bot: Our cakes start at $12. Reply 0 for the menu.
Customer: 0
Bot: Welcome to Nour Bakery! / 1 Prices / 2 Opening hours / 3 Talk to a person
Customer: 3
Bot: A teammate will reply here. Reply 0 for the menu.

Test menu → 1 → 0 → 3 in that order. A person must monitor the chat to deliver the promised human reply. The menu does not assign a support agent automatically. After checking the replies, switch Autopilot on and keep WhatsApp Web open. Features marked Unlimited need that plan.

Match the customer message to the exact rule