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This walks through one complete Keyword Replies flow end to end — not just what each block does (see Keyword Replies for that), but how several blocks combine into a real, working customer journey. The example business is SkyView Properties, a real estate company, but the same structure works for a car dealership, hospital, school, restaurant, or hotel — only the products and messages change.

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Project overview

Imagine a customer, say Rahul, messages a real estate company’s WhatsApp number to ask about apartments. Instead of a person typing a reply, this bot answers instantly:
  1. Rahul sends “Hi”.
  2. The bot greets him with a property banner and three buttons: View Apartments, Project Location, Contact Sales.
  3. Rahul taps View Apartments, then picks 1 BHK, 2 BHK, or 3 BHK.
  4. The bot sends a photo or walkthrough video of that apartment type, followed by a button that opens the project’s location on Google Maps.
  5. If Rahul instead taps Contact Sales, the bot shares the sales team’s name and number, plus the same map button.
No one on the sales team had to type any of this — the bot did it automatically, and it works the same way for every customer who messages “Hi”, any time of day.

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How the pieces fit together

Customer
   │
   ▼
Sends "Hi"
   │
   ▼
Keyword Replies (trigger + flow)
   │
   ▼
Interactive Message (Welcome + 3 Reply Buttons)
──────────────────────────────
🏢 View Apartments
📍 Project Location
📞 Contact Sales
──────────────────────────────
   │
   ├── View Apartments → 1 BHK / 2 BHK / 3 BHK → Image or Video → CTA URL Button (Google Maps)
   ├── Project Location → CTA URL Button (Google Maps)
   └── Contact Sales → CTA URL Button (Google Maps)
FeaturePurposeSkyView Properties example
Keyword RepliesBuilds the whole conversation flowProperty Showcase Bot
Interactive MessageSends the welcome banner + buttons”Welcome to SkyView Properties!”
Reply ButtonsLet the customer navigateView Apartments, Project Location, Contact Sales
Image MessageShows an apartment photo1 BHK apartment image
Video MessageShows a walkthrough2 BHK / 3 BHK walkthrough videos
CTA URL ButtonOpens an external linkGoogle Maps project location

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Option 1 — Keyword Replies

Chatbot Manager Keyword Replies list with the Keyword Replies module and Create button highlighted
Keyword Replies is the flow builder that runs the whole conversation — see Keyword Replies for how to open the builder and drag on blocks. For this project, only the trigger setup is specific to the business:
Configure Reference panel with the Trigger Keyword hi and Title Real Estate Property Showcase Bot fields highlighted, and the flow canvas showing the Interactive Message option highlighted
SettingValue
TitleReal Estate Property Showcase Bot
Trigger Keywordhi
Keyword matching typeExact keyword match
Example: Rahul messages “Hi” → the flow starts and sends the welcome message below.

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Option 2 — Interactive Message

The Interactive Message block sends the welcome banner together with up to three Reply Buttons in one message — no separate text message needed first.
Interactive Message with a property banner image, a welcome body message, and three reply buttons: View Apartments, Project Location, Contact Sales
Header: a property banner image. Body: 
🏡 Welcome to SkyView Properties!

Thank you for your interest in our premium apartments.

We're excited to help you find your perfect home.

Explore our modern residential community featuring thoughtfully designed homes, premium
amenities, and an exceptional lifestyle.

Choose one of the options below to get started.
Buttons: 
🏢 View Apartments
📍 Project Location
📞 Contact Sales
Tapping View Apartments opens a second Interactive Message asking the customer to pick 1 BHK, 2 BHK, or 3 BHK — each button leads to its own Image or Video Message.
Reply Buttons are limited to 3 per message and short label text. If a project needs more than 3 apartment types, use a List Message instead (see the component table in Keyword Replies) — it supports up to 10 options.

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Option 3 — CTA URL Button

CTA URL Button configuration for Visit Our Project Site, connected after the 1 BHK image and 2 BHK/3 BHK walkthrough videos
Each apartment type ends the same way: an Image Message (1 BHK) or Video Message (2 BHK, 3 BHK), followed by a CTA URL Button that opens Google Maps.
ApartmentMessage sentThen
1 BHKImage Message — apartment photoCTA URL Button → Google Maps
2 BHKVideo Message — walkthroughCTA URL Button → Google Maps
3 BHKVideo Message — walkthrough (premium)CTA URL Button → Google Maps
CTA Button: 
📍 Visit Our Project Site
Tapping Project Location from the welcome message uses the same CTA URL Button pattern, with its own header and body: 
📍 Visit Our Project Site

We'd love to welcome you for a personal property tour.

🕘 Sales Office Hours
Monday – Sunday
9:00 AM – 7:00 PM

Tap the button below to open Google Maps and navigate directly to our sales office.
CTA URL Button configuration for Call Sales with a body message listing apartment pricing, floor plans, and other consultant topics
Tapping Contact Sales sends the sales team’s contact details, then the same map button: 
👋 Need assistance? We're here to help!

Our experienced property consultants are available to answer all your questions regarding:

💰 Apartment Pricing
🏢 Floor Plans & Availability
🏦 Home Loan Assistance
🎁 Exclusive Offers
✨ Project Amenities
📅 Site Visit Information

━━━━━━━━━━━━━━━━━━━━━━

👤 Rahul Sharma
📱 +91 98765 43210

👤 Priya Reddy
📱 +91 91234 56789

━━━━━━━━━━━━━━━━━━━━━━

🏡 Want to experience the project in person?

You're welcome to visit our property and explore the apartments with our sales experts.

Simply tap the button below to open the project location.

CTA Button: 📍 Project Location
A CTA URL Button only opens a link — it can’t collect a reply. If the goal is to also capture the customer’s name or phone number for the sales team to call back, add a User Input Flow or a WhatsApp Flow step before or after it instead.

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A complete conversation

Rahul: "Hi"
  → Interactive Message: Welcome to SkyView Properties! (3 buttons)
Rahul taps: "View Apartments"
  → Interactive Message: Choose an apartment type (1 BHK / 2 BHK / 3 BHK)
Rahul taps: "2 BHK"
  → Video Message: 2 BHK walkthrough video
  → CTA URL Button: Visit Our Project Site → opens Google Maps

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Adapting this to other industries

The same Keyword Replies structure — Interactive Message, Reply Buttons, Image/Video Message, CTA URL Button — works for any business that wants to showcase items and route customers to more information:
BusinessBot shows
Real EstateApartment types, photos/videos, project location
AutomobileCar models, images/videos, showroom location
HealthcareDepartments, doctor info, hospital location
EducationCourses, campus tour videos, admissions office location
RestaurantsMenu highlights, ambience videos, restaurant location
HotelsRoom types, photos/videos, hotel location
E-commerceProduct categories, images/videos, store location
Travel AgenciesHoliday packages, destination videos, office location

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Feature combinations

Keyword Replies rarely runs alone in production — these are the features that pair naturally with this exact project:
  • Keyword Replies + Quick Actions — the No Match and Get Started Quick Actions catch anything outside the hi trigger, so a mistyped first message or unrecognized reply doesn’t dead-end the conversation.
  • Keyword Replies + Audio Message — a short voice intro after the welcome banner adds a personal touch before the customer picks a button — see Audio Message.
  • Keyword Replies + Sequence — once a customer picks an apartment type, enroll them in a short follow-up Follow-up Sequences instead of the conversation ending at the CTA button.

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Difficulty

  • Beginner — single trigger → welcome message → 3 Reply Buttons → static info per button, no apartment-type branching.
  • Intermediate — this project as built: multi-level navigation into Image/Video/CTA URL Button chains per apartment type.
  • Advanced — add a User Input Flow to collect lead details and branch with Condition blocks based on the answer.
  • Enterprise — Condition-based routing plus Webhook Workflow pushing every lead into a CRM in real time.

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Next steps

This project intentionally stays inside Keyword Replies so a beginner can see how the components connect. Once comfortable, extend it with:
  • Document Message — a property brochure PDF (see the component table in Keyword Replies).
  • Audio Message — a short voice introduction to the project.
  • AI Agent — answer open-ended property FAQs instead of fixed buttons; see AI Agent and the full worked example in AI Agent: Travel Agency for how the same “pick an industry, swap the content” pattern applies there too.
  • WhatsApp Flow — a structured site-visit booking form (see WhatsApp Flows).
  • User Input Flow — collect the customer as a lead: Name, Phone Number, and Preferred Apartment Type (pre-filled from whichever button they tapped) as Custom Fields (see Keyword Replies).
  • Google Sheet Integration — once a User Input Flow is capturing leads, sync each submission to a Google Sheet the sales team already uses (see Google Sheet Integration).
  • Email Integration — notify the sales team by email the moment a customer taps Contact Sales, so follow-up doesn’t depend on someone checking the ChatSyncs inbox (see Email Integration).
  • Webhook Workflow — send new leads into a CRM or spreadsheet automatically (see Webhook Workflow).

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Frequently asked

Reply Buttons are capped at 3 per message. For more options, replace that step with a List Message, which supports up to 10 — see the component table in Keyword Replies.
No — a CTA URL Button opens any valid link: Google Maps, a booking page, a payment page, or a website. This project uses Google Maps because the goal is directing customers to a physical site visit.
Nothing, unless another Keyword Replies is configured to trigger on that keyword. Add more trigger keywords (e.g. hello, hey, start) on the same flow, or use the No Match Action Button to catch anything unrecognized.
Yes — swap the Interactive Message/Reply Button structure for an AI Agent trained on the property’s FAQs, pricing, and amenities. See AI Agent: Travel Agency for a full worked example of that pattern applied to a different industry.
Yes — the structure (Keyword Replies + Interactive Message + Reply Buttons + Image/Video + CTA URL Button) stays identical. Only the products and messages change — see Adapting this to other industries above.