Keyword Rules
Match words or phrases to route messages into the appropriate destination or workflow.
Route the Right Messages and Respond Automatically
Use contacts, keywords, schedules and filters to control where supported messages go. Add automatic replies for common situations so important senders receive a timely response.
Keyword FiltersContact RulesSchedulingAuto-Replies
Forward selectively
Route the messages that match your workflow instead of forwarding everything.
Respond consistently
Send supported automatic replies using clear business rules.
Change rules anytime
Adjust routing as teams, schedules and priorities change.
Controlled routing
Make Message Forwarding More Selective
Simple rules help keep routine messages moving while reducing noise for the people and systems receiving them.
Contact Rules
Handle messages differently based on known senders or contact-based criteria.
Rules and Send Scheduling
Apply forwarding behavior by operating hours or use the separate Send Message scheduler for future SMS and WhatsApp delivery.
Automatic Replies
Send a predefined response when a supported message matches the conditions you configure.
How it works
Build a Rule in Three Steps
Choose which incoming messages the rule should watch, decide what happens when they match, and enable the workflow.
1
Choose Conditions
Select criteria such as contacts, keywords, schedules or other available filters.
2
Choose an Action
Forward the message to a destination, trigger a workflow or send a supported automatic reply.
3
Review and Enable
Confirm the rule priority and activate it for new incoming messages.
FAQ
Rules and Auto-Reply Questions
Rules are designed to make forwarding more useful without forcing every message through the same path.
Visit the Help CenterCan I forward only messages containing certain words?+
Yes. Keyword-based rules can route supported messages when their content matches the words or phrases you configure.
Can rules apply only to certain contacts?+
Contact-based criteria can be used to handle messages from selected senders differently from other incoming messages.
Can I schedule an out-of-hours reply?+
Schedules can be combined with supported automatic replies to handle messages differently outside your normal operating hours.
What happens when more than one rule matches?+
Rule behavior depends on the configuration and priority used in your account. Review overlapping conditions carefully before enabling them.
Route with intent
Forward Less Noise and Respond More Consistently.
Create practical rules for contacts, keywords and schedules, then add automatic replies where they help.