Answer the same question once, then never again
Set the words people actually type — "shipping", "price", "open" — and the right answer goes out before you have finished reading the message.
- Match on contains, exact or starts-with, with exclusion words as a safety net
- Quick-reply chips so they can carry on without typing
- Runs at 2am, on a Sunday, while you are on a flight
The forty-times-a-week question
Every business has one. “Do you deliver to Multan?” “What time do you open?” “Is this still available?” You have typed the answer so many times you could do it in your sleep — which is roughly when the next one arrives.
Set the words people actually type
Not the words you would use. Real people type shiping, delivry, how much for delivery, and half of them in Roman Urdu. Add all of them. Matching ignores case and punctuation, and you choose how strict it is:
- Contains — the forgiving default. The word anywhere in the message fires it.
- Exact — the whole message has to be the keyword. Useful for a one-word code.
- Starts with — good when people lead with the keyword and then keep typing.
The exclusion list is the important bit
Shipping should fire your shipping answer. My shipment is lost absolutely should not. Add exclusion words and those messages are left alone for a person to handle — which is what someone with a lost parcel deserves.
Give them somewhere to go next
Add quick-reply chips under the answer — “Track an order”, “Talk to a human”, “See the catalogue”. They are tappable, they disappear once one is tapped, and they turn a dead-end answer into a conversation that keeps moving.
When a human should take over
Reply yourself in the LeadWave inbox and the AI stands down in that thread for 48 hours. The automation does not talk over you, and the person does not get a bot reply three seconds after a real answer.