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Keyword rules are lightweight automations that respond when a message matches a pattern. They are useful when you want a fast, deterministic reply without building a full workflow.

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Management overview

From the keyword rules list you can see the associated bot, the specific pattern (e.g. “refund”, “pricing”), and the toggle for enabled/disabled state at a glance. Use this view to turn rules on or off and confirm which bot handles each pattern.

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What a rule includes

Each rule is tied to a bot and includes:
  • a pattern
  • a match type
  • a response
  • an enabled or disabled state

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Rule configuration

The creation drawer (or edit form) lets you set up a rule in one place:
  • Select the target bot — Choose which bot will run this rule so the right agent responds when the pattern matches.
  • Define the pattern and match type — Enter the trigger phrase (e.g. “refund”, “pricing”) and choose Contains, Exact, or Regex so BoundBot knows how to match incoming messages.
  • Set the response message — Enter the text the user will receive when the rule fires. Keep it short and actionable.

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Match types

BoundBot supports:
  • Contains
  • Exact
  • Regex
On the Free plan, only Contains is available. Paid tiers unlock Exact and Regex.

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When to use keyword rules

Use keyword rules when:
  • the same phrase appears often
  • the reply should always be the same
  • you want a simple first layer before AI reasoning
Good examples:
  • office hours
  • refund policy
  • shipping cutoff
  • emergency contact instructions

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When not to use them

Do not use keyword rules when you need:
  • follow-up questions
  • branching logic
  • API calls
  • lead capture
  • event-driven automation
For those cases, move to Workflows.

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Rule design tips

  • Keep patterns narrow enough to avoid false positives.
  • Write short response text with one clear next step.
  • Disable or delete rules that overlap with each other.
  • Test rules against real customer phrasing, not idealized examples.

Workflows

Switch to workflows when the reply needs multiple steps or branching logic.

Actions

Reuse buttons, lead capture, booking, and API actions inside your automation design.

Inbox

Review real conversations to see which trigger phrases appear most often.

Plans and limits

Check which match types are available on your current tier.