Inventory the questions you answer every week
Those become evergreen menus. If staff types it daily, automate it carefully.
Use case · Ops & support
Keywords are ops infrastructure.
HOURS, BOOK, MENU, PROMO — keywords are how customers drive your system without learning a new app. Reliable match → multi-step path → human exit when trust requires it.
Evergreen menuInstagram + WhatsApp
Keyword: HOURSTrigger
One disjoint phrase set, no overlaps
Which question?Condition
Hours · booking · parking · menu
HoursBooking
Answer it properlySend message
Multi-step only where it changes outcomes
HUMAN exitStart automation
Complaints and booking exceptions leave
Use cases
How to build keyword infrastructure that lasts
Disjoint sets, evergreen vs campaign separation, escalation by design.
Assign disjoint phrase ownership
No two live automations should fight for the same words.
Separate evergreen trees from campaign codes
Campaigns expire. Menus should not die with them.
Build multi-step only where it changes outcomes
Location pickers, booking links, FAQ branches — complexity must earn its keep.
Define handoff keywords and situations
HUMAN, AGENT, or escalation rules for when automation stops.
Keyword automation is how local brands, support-leaning social teams, and campaign ops publish always-on entry points. Ranking intent: keyword ops — menu design, conflict avoidance, campaign codes vs evergreen trees, escalation. Different job from comment-to-DM spikes; different job from broadcasts.
The rules that shape this job
Official APIs onlyKeyword constraints
Matching is practical, not magic. Design for humans typing on phones.
01MatchingPrefer clear phrases people will actually send.
02Ops hygieneOverlapping live triggers create operator pain more often than engine brilliance.
03Platform ruleMessaging windows still apply after the match.
04StaffingMenus are not a substitute for staffed support on hard problems.
Priya S.Sent from your profile
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Where this job goes wrong
Keyword systems rot when menus and promos collide.
One mega-bot with overlapping phrases double-fires and confuses customers.
Dead campaign codes left live break trust when someone messages last month’s promo.
No human exit turns a booking exception into a one-star review written to the bot.
Who runs keyword ops
Local businesses, support-leaning social teams, and agencies that ship evergreen menus clients can staff.
- Your bio or posts publish codes people message you.
- You need multi-step answers, not one canned sentence.
- Staff must take over for exceptions.
- You run time-bound campaign codes alongside evergreen menus.
Channels this job touches
Instagram
Bio and post codes
ConnectedMessenger
Page inbox, same Meta Graph adapter
Not connectedWhatsApp
Where the regulars already chat
ConnectedTelegram
Bot API only — never scraping
Not connectedSMS
Only with consent and real urgency
Not connectedEmail
Attach it when you staff it
Not connectedWhat keyword infrastructure buys you
Consistency, coverage, and calmer staff inboxes.
Always-on answers without always-on managers
Core questions resolve while the team serves people in the room.
Campaign codes that do not poison menus
Time-bound phrases live apart from evergreen trees.
Fewer double-fires and mystery replies
Disjoint ownership makes behavior predictable.
Escalation that protects reputation
Humans own the exceptions automation should never touch.
Shared patterns across locations or clients
Reuse menu structure with local details.
Entry into capture or nurture when needed
A keyword can start a longer path without a second product silo.
Questions about keywords
How strict is keyword matching on messy social text?
Matching is designed for practical social text, not compiler-grade tokens. See product docs for exact modes and normalization. Design keywords people will actually type.
Can one trigger hold a list of phrases?
Yes — lists in the trigger model. Prefer coherent sets (HOURS/OPEN/SCHEDULE) rather than unrelated campaigns fighting one trigger.
What happens if two live automations share overlapping keywords?
Operator confusion and double-fires. Prefer disjoint live sets. Clear ownership of phrases beats clever overlapping graphs.
When should a keyword path stop and open the inbox?
Complaints, booking exceptions, refunds, and anything where a canned branch damages trust. Inbox roles exist so automation is infrastructure, not a wall.
How do local menus differ from campaign codes?
Menus are evergreen ops (hours, booking, FAQ). Campaign codes are time-bound promos. Separate automations and tags so a dead promo code does not break the menu tree.
Can keywords start lead capture or nurture without a second product?
Yes. After match, free Logic can collect fields, wait, tag, and hand off in the same contact model as other use cases.
Publish codes. Own the exceptions.
Start free, ship an evergreen menu with a human exit, and keep campaign phrases on a short leash.