The Non-Match Keywords feature allows your WhatsApp chatbot to respond to messages that do not match any predefined keyword.
You have two reply options:
- Non-AI Reply – Sends the same fixed message to all unmatched chats.
- AI Reply (Recommended) – Uses OpenAI to craft a smart, friendly response based on your provided prompt.
This is especially useful if you:
- Don’t have many keywords yet
- Want to handle unexpected customer questions
- Need help identifying potential new keywords from user chats
Step 1. WhatsApp > Chatbot > Non-Match Keyword
Step 2: Enable AI Reply
- Toggle AI Reply to Enabled
- (Optional) Set AI Pretext — e.g., “🤖” or “AI:” if you want to prefix replies. Leave blank if not needed.
Step 3: Write Your Prompt in the Caption Field
Unlike regular keywords, the Caption field in AI Reply must contain a full detailed prompt. This is what guides the AI on how to reply to the user’s message.
What You Must Understand:
This is not like keyword replies where you only respond to specific triggers like “harga” or “beli”.
Here, you are giving the AI full control to answer any general question from the customer — as long as it follows your instructions.
✅ What to Include in the Prompt:
Your prompt must:
Explain the role of the AI (e.g., you’re a customer service rep for your brand).
Set tone and language (e.g., friendly, in Malay slang).
Limit the response length (e.g., max 150 characters).
Give the context (e.g., what the product is, who it’s for).
List rules (e.g., only answer about eczema, no links unless asked).
Include product info, location, hours, or anything the AI might need to mention.
Example of prompt :
You are customer service for Caring Solution, a skincare brand focused on eczema treatment. Reply warmly in Malay slang (casual KL tone). Use emoji to sound friendly.
Keep replies short and helpful — max 150 characters. Do not include links unless asked.
Only answer questions about eczema or products. If question is unrelated, say: “Maaf, saya hanya boleh bantu tentang produk eczema sahaja 😊”.
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⚠️ Tips:
- Always write the prompt as if briefing a real human assistant.
- Don’t just write short replies. That will confuse the AI and give poor responses.
- Tailor it based on your brand, tone, and products.
- Use variables only if you’re sure they exist in the message context.
