Bot Rules
Last updated: September 9, 2026
Bot Rules are simple keyword-based auto-responses — when a visitor sends a certain word, the bot automatically responds.
Create a Bot Rule
Settings → Bot Rules → "New Rule"
| Field | Description |
|---|---|
| Name | Internal name |
| Trigger Type | keyword, pattern, exact |
| Trigger Value | The keyword/pattern |
| Response | The automatic response |
| Priority | Higher priority is checked first |
| Fallback to Agent | If no further match, hand over to agent |
Trigger Types
| Type | Description | Example |
|---|---|---|
| keyword | Message contains the word | "preis" matches "What are your prices?" |
| pattern | Regex pattern match | ticket-\d+ matches "My ticket-123" |
| exact | Exact match | "hallo" matches only "hallo" |
Bot Rules vs. AI Chatbot
Bot Rules are checked before the AI chatbot. If a rule matches, the AI bot is not called. This way, you can answer frequent questions quickly and without token consumption.
Bot Rules vs. Workflows
| Feature | Bot Rules | Workflows |
|---|---|---|
| Trigger | Message content | System events |
| Response | Text message | Any actions |
| Order | Before AI bot | Parallel to everything |
| Usage | Quick auto-replies | Complex automations |