> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chatsyncs.com/llms.txt
> Use this file to discover all available pages before exploring further.
# How to Create a Keyword-Based WhatsApp Chatbot in ChatSyncs
> The beginner's path to building a keyword-triggered WhatsApp chatbot in ChatSyncs, using the Keyword Replies flow builder.
A **keyword-based chatbot** replies automatically when a customer types a specific word —
that's exactly what **Keyword Replies**, ChatSyncs' flow builder, is built for.
* Instead of one canned reply, you design a full customer journey on a visual canvas.
* A **keyword** (a word or phrase the customer types) starts the flow.
* Connected blocks then send messages, collect answers, save them, and route the conversation —
all without writing code.
**Example:** A customer types `menu`. That single word triggers a flow: the bot greets them,
shows your product categories as buttons, and routes them to the right next step —
automatically, every time, with no typing required from your side.
## Open the builder
**Chatbot Manager → Automation → Keyword Replies** opens the list of existing flows. Click
**Create** on the Keyword Replies list to open a blank canvas.
The canvas opens with a **Start Bot Flow** block already on it, and a **Flow blocks** panel on
the left for dragging on messages, data-collection blocks, and interactive components.
## Configure the trigger
Double-click **Start Bot Flow** to open its configuration panel, then:
Enter the words or phrases that should start this flow, e.g. `menu, options, help`.
To pause the flow later without deleting it, just remove its trigger keywords here and save —
with nothing to match, it stops firing but stays in your Keyword Replies list.
**Exact keyword match** fires only on an exact word; **String match** also fires on
similar/partial keywords.
Use a clear, descriptive title such as `welcome_bot`, `support_bot`, or `lead_capture_bot` —
this is how you'll find it later in the Keyword Replies list.
Click **Save Changes** to apply the configuration.
Pick keywords your customers actually type. A flow titled `welcome_bot` triggered on
`hi, hello, hey, start, help` will catch most incoming first messages.
## Automation Actions
The same configuration panel has an **Automation Actions** section for managing the contact
without sending a visible message:
* **Add / Remove Label(s)** — tag contacts by demographic, interest, lead status, or purchase
history so you can target them later with segmented campaigns. Labels themselves are created
in [Subscriber Manager](/learn/chatsyncs-subscriber-manager/manage-custom-fields-and-labels-with-chatsyncs#create-a-label) — this just
applies an existing one automatically when the flow runs.
* **Unsubscribe from Sequence** — stop an automated message sequence (onboarding, lead
nurturing, promotions, re-engagement) for this contact.
* **Assign Conversation to a group** — hand the conversation to a team (e.g. Sales, Support,
Executive) so any member of that team can pick it up.
* **Assign conversation to a user** — hand the conversation to one specific team member.
## Data & Integrations
The **Data & Integrations** section collects what the bot learns from the conversation and
sends it where you need it:
* **Save to Custom Field** — store a user's reply (name, email, phone, etc.) in a custom field
you've created under Custom Fields.
* **Forward Data to Webhook** — POST the collected fields to an external URL (a CRM, database,
or custom app) as JSON, e.g. `{"name": "{{user_name}}", "email": "{{user_email}}"}`.
* **Sync Data to Google Sheets** — connect a Google account, pick a spreadsheet and worksheet,
and map each custom field to a column; every new submission adds a row automatically.
**Example — a lead-capture flow:**
The trigger keyword starts the flow.
Each answer is captured as it arrives.
e.g. `user_name`, `user_email`, `user_phone`.
For CRM processing.
For reporting and tracking — no manual entry.
## Add flow components
After saving Start Bot Flow, hover the block and drag its connector dot onto the canvas to open
the list of components you can chain after it.
Click each component below to see what it does and how to configure it.
Plain text — welcomes, instructions, FAQs, notifications. Type the **Reply message**
directly, or click **Name** (or type `#`) to drop in a variable — this is the block used in
the screenshot above.
PNG/JPG — product images, banners, promos. Either **Upload image** a file directly, or paste
an **Image URL** (see Media upload options below).
MP4/FLV/WMV — demos, tutorials, marketing.
AAC/MP3/AMR/OGG, up to 16 MB — voice greetings, announcements.
DOC/DOCX/PDF/TXT/PPT/PPTX/XLS/XLSX — brochures, invoices, manuals.
All three media blocks share the same **How to Send Media** choice: **Upload New Media** (a
file from your device, sent with the message) or **Use Custom Field** (a URL already stored
in a custom field — useful for dynamic or previously uploaded content).
An Interactive Message has an optional **Header** (text or media), a required **Message
Body**, and then branches into one of three reply types wired from its **Reply** connector:
* **Buttons** — up to 3 tappable buttons, each wired to its own next step.
* **List Messages** — a **Section** of up to 10 **Rows**; each row's **Row setup** sets a
**Row Generation Method** (**Static** text you write, or **Dynamic**, generated from
data), a **Title**, and a **Description**.
* **E-commerce** — attaches your product catalog to the message.
Each **Button** (and each list **Row**) has its own **Button action** — what happens when
the customer taps it: **Send Message** (continue the flow), **Start a Flow** (jump into a
different Keyword Replies flow), or **System Default Action Button**.
Every button or row also has its own **Automation** panel — the same kind of background
actions available on Start Bot Flow, scoped to just that one option:
* **Save to custom field**, **Add/Remove Label(s)**, **Add/Remove from List(s)**
* **Subscribe to Sequence** / **Unsubscribe from Sequence**
* **Assign Conversation to a group** / **Assign conversation to a user**
* **Send data to Webhook URL**, **Send data to Google Sheets**, **Send data to Google
Calendar** (with an option to **Generate Google Meet Link**)
This means a single button tap can save the customer's choice, tag them, hand the
conversation to Sales, and log a row in a spreadsheet — all before the next message sends.
A button that opens a website — landing, payment, or booking pages — instead of sending text
back to the bot. Set an optional **Header Message**, a required **Body Message**, an
optional **Footer Message**, and the **Call to Action Button**'s text and destination URL.
See [How to Add Clickable CTA Buttons](/learn/chatsyncs-automation/add-clickable-cta-buttons-in-chatsyncs) for the full
field-by-field walkthrough.
Sends a quick-reply button that asks the customer to share their **live location** — useful
for delivery address collection or finding the nearest store/branch. Just write the **Body
text** shown alongside the request button.
Calls an external service (your CRM, backend, or any API) at this step in the flow. Pick a
previously-configured API from **HTTP API List**, or click **Create** under **Manage APIs**
to set up a new one without leaving the flow. See [How to Connect a Bot Flow to External
Systems](/learn/chatsyncs-automation/connect-a-bot-flow-to-external-systems-in-chatsyncs) for the full setup.
Pulls data from a connected Google Sheet campaign into the conversation. Pick a campaign
from **Google Sheet Data Fetch Campaign List**, or click **Create** under **Manage
campaigns** to set up a new one. See [Google Sheet
Fetch](/learn/chatsyncs-integrations/google-sheet-fetch-in-chatsyncs) for how to connect and configure it.
Generates a random value and stores it in a custom field:
* **Character set** — mix of numbers, upper-case letters, lower-case letters, and special
characters.
* **Value length** — minimum 5 characters.
* **Save to custom field** — where the generated value is stored, ready to reference later
(e.g. in a confirmation message as a token or ticket number).
Assigns one or more existing
[labels](/learn/chatsyncs-subscriber-manager/manage-custom-fields-and-labels-with-chatsyncs#create-a-label) to the
subscriber the moment the flow reaches this step — no visible message is sent. Useful for
segmenting contacts by which path they took through a flow (e.g. everyone who picked
"Admissions" gets tagged `batch1`).
Launches a Meta WhatsApp Flow — lead forms, bookings, surveys, registration. Pick the flow
to send, then write the **Message Body** shown above the flow button, an optional **Message
Footer**, and the **Footer Button Text** that opens it. See [WhatsApp Flow
Forms](/learn/chatsyncs-automation/whatsapp-flow-forms-in-chatsyncs) for the full builder walkthrough.
Runs a multi-question campaign and saves each answer to a custom field — good for surveys,
order collection, reservations, and appointments. Pick an existing campaign from **User
input flow**, or create a new one; the same panel lets you add/remove labels and wire up
webhook or Google Sheets integrations for the whole campaign. See [User Input
Flow](/learn/chatsyncs-automation/user-input-flow-in-chatsyncs) for how to build one.
Lets this step of the flow answer with AI instead of a fixed message, taught one of two
ways:
* **Message to learn** — paste a sample message inline for the AI to learn from.
* **Training campaign** — pick an existing [AI
Knowledgebase](/learn/chatsyncs-ai-agents/train-your-ai-chatbot-in-chatsyncs) campaign instead of retyping its
training data.
Branches the flow into **True** and **False** paths based on rules you define:
* **Match type** — **All Match** (every rule must pass) or **Any Match** (at least one rule
must pass).
* **System Field** rules — based on subscriber profile data (variable, operator, value).
* **Custom Field** rules — based on values saved in your own custom fields.
Wire the **True** connector to one path and **False** to another — e.g. `If User Interest =
Sales → Sales Flow`, otherwise fall through to a generic reply.
Sends an approved WhatsApp template from this step — pick one from **Select template**, or
click **Create** to start a new one without leaving the flow.
Template Messages must be **approved by Meta** before a flow can send them — see [Creating a
WhatsApp Message Template](/learn/chatsyncs-message-templates/creating-a-whatsapp-message-template-in-chatsyncs).
A typical flow chains several of these:
```
Start Bot Flow
→ Welcome Text
→ Interactive Buttons
→ User Input Collection
→ Save to Custom Fields
→ AI Reply or Condition Routing
→ Webhook / Google Sheet Sync
→ Template Message Follow-Up
```
## Personalize messages
Inside a Text Message block, click **Name** to insert the user's name, or type `#` to insert any
custom field as a variable — e.g. `Hey #LEAD_USER_FIRST_NAME#, welcome back!`. You can also add
optional **Message Footer** text, commonly used for branding or disclaimers (e.g.
`Powered by ChatSyncs`).
## Delivery options
Each message block has **Delivery Options** for a more natural pacing:
* **Smart Delay in Reply** — wait a set number of hours/minutes/seconds before sending.
* **Typing on display** — show WhatsApp's typing indicator before the reply lands.
A 1–3 second typing delay before a reply makes the bot feel more human without slowing the
conversation down.
## Clone or delete a component
Hover any block on the canvas to reveal two small icons above it: the first **clones** the
block (handy for reusing a configured component without rebuilding it), the second **deletes**
it permanently.
Clone a block before making a major change to it — that keeps a backup copy on the canvas in
case you want to revert.
## Save & validation
Before saving, every required field on every connected component must be filled in — a missing
**button text** on an Interactive Message, or empty content on a Text Message, blocks the save
and shows a validation warning.
Once every component is complete, click **Save** — a success confirmation appears and the flow
is live.
## Manage your flows
Back on the Keyword Replies list, each flow has its own row of action icons:
| Action | What it does |
| --------------------- | ---------------------------------------------------------------------------------- |
| **Duplicate** | Creates a copy of the flow — useful for reusing it with minor modifications. |
| **Copy to Other Bot** | Copies the flow to another bot in your account, instead of rebuilding it manually. |
| **Export Flow Data** | Exports the complete flow configuration for backup, migration, or sharing. |
| **Edit** | Opens the flow editor to modify the existing flow and its components. |
| **Delete** | Permanently removes the flow. |
| **Move to Folder** | Moves the flow into a folder to help organize multiple flows. |
## Frequently asked
A trigger keyword — the word or phrase that starts the flow, set on the **Start Bot Flow**
block. Connect a Text Message or Interactive Message block after it, save, and it fires
whenever a customer's message matches.
Yes — build a separate flow per keyword (or group of keywords), each with its own trigger
and its own reply.
Yes — use **User Input Flow** blocks to ask for each value, and map each answer to a
Custom Field under Data & Integrations. You can then forward the data to a webhook or sync
it to Google Sheets automatically.
A connected component is missing required data — e.g. an Interactive Message with no
button text, or an empty Text Message. ChatSyncs shows a validation warning naming the
incomplete component; fill it in and save again.
**Exact keyword match** fires only when the customer's message is exactly one of your
trigger keywords. **String match** also fires if a trigger keyword appears anywhere inside
a longer message. If your bot isn't firing on messages you expected, check which matching
type the Start Bot Flow block is set to — Exact match is stricter and will miss typos or
extra words.
Open **Start Bot Flow → Configure Reference**, remove its Trigger Keywords, and save. With
no keywords left to match, the flow stops firing for any customer message, but it stays in
your Keyword Replies list — add the keywords back any time to turn it on again.
## Learn From a Use Case
* [Gym Membership Plan Selector Automation](/learn/gym-membership-plan-selector-with-chatsyncs-business-problem) — runs the
whole plan-selection conversation.
* [Travel Assistant](/learn/travel-agency-ai-assistant-with-chatsyncs-business-problem) — runs the structured Human Support
handoff flow.
* [Clinic Appointment Booking Automation](/learn/clinic-appointment-booking-automation-with-chatsyncs-business-problem) —
runs the welcome menu and the whole booking flow.
* [Availability-Based Conversation Assignment](/learn/availability-based-conversation-assignment-with-chatsyncs-business-problem) —
hands the conversation to a team at the right point in the flow.