How to use Keyword Auto-Responses
Send pre-defined auto replies when your customer texts in a keyword.
Keywords will trigger an automated response whenever someone texts the defined word to your number.
Setting up a keyword
- In the main Avochato panel go to Settings > Keywords (under Texting Automation)
- Define the keyword or phrase in the field under “When you receive the following keyword”
- Write the response that will be automatically texted to the contact under “Auto-Reply with”
- If you would like to track which contacts texted the keyword, you can add a tag under “Auto-Tag the Contact With”
Once set-up correctly, anyone who texts in the keyword (in this example “support”) will receive a pre-defined auto reply.
Tips for Using Keywords
- Choose keywords that aren’t common one-word replies, since they’ll always trigger an auto-response even during active conversations
- You can set up multiple keywords or phrases
- Auto-responses only trigger when the incoming message matches the keyword or phrase exactly (case doesn’t matter)
- Keywords are not case-sensitive
Disable Keywords Outside Office Hours
To prevent keywords from triggering after hours, check the box for “Trigger keyword during Office Hours only”
Disable Keywords During Surveys
When enabled, Avochato will temporarily ignore all custom keywords while a contact is actively completing a survey. This helps ensure that keyword triggers don’t interrupt the survey flow or cause unexpected messages during the contact’s response sequence.
Note: Carrier-required keywords (such as STOP or UNSUBSCRIBE) will still be recognized and triggered as required for compliance.
If you would prefer to send a series of questions, check out our article about surveys instead.