Flow is not triggering on keyword match

Please delete the screenshot with personal details. I can't seem to edit the post.

Thank you.

Hello Hasan,

Thank you for reaching out and for sharing the screenshots.

We’re unable to delete the screenshot individually. However, we can delete the entire thread.

If you would like us to delete the complete thread, please confirm, and we’ll proceed accordingly.

You can then raise the query again with a new thread after blurring any personal or sensitive information from the screenshots.

Please confirm how you would like to proceed.

Can you please see the issue and solve it for us? After we resolve it. We can delete this thread.

Hello Hasan,

Thank you for the update.

We checked the screenshot and noticed that the chat status was changed from Open to Intervened.

For the keyword trigger to work, the chat status needs to be Open. If the chat is in Intervened status, please change it back to Open and then send the keyword message again to test the flow.

Please check this and let us know whether the keyword trigger works after changing the status to Open.

The chat stays open for some time, then we intervene. So the flow has enough time to trigger.

How long does the keyword matching flow need to trigger? Isn't it instant?

Hello Hasan,

Yes, the keyword matching is instant once the incoming message matches the configured keyword.

However, the chat must be in Open status for the keyword flow to trigger. If the chat has been moved to Intervened status, the keyword flow will not trigger, even if the keyword matches.

Since you mentioned that the chat remains open for some time before you intervene, please test the keyword while the chat is still in Open status and confirm the result.