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What is this?

No Match Reply fires when an incoming message doesn’t match any Message Received keyword automation on that channel. It’s the fallback that keeps a customer from being ignored just because they didn’t type an expected keyword.

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How to use it

1

Create the workflow

Go to Automation → Create Automation, choose the channel, and pick No Match Reply as the Trigger Type. See Create a Workflow.
2

Reply with a way forward

Send a short message that either lists the main keywords or hands off to a teammate — don’t leave the customer at a dead end.
3

Test, then activate

Send a message that matches none of your keyword automations, confirm this flow catches it, then activate — see Manage Live Flows.
Keep only one No Match Reply automation active per channel. If several exist, only one predictable flow should own the fallback.

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Troubleshooting / Technical Notes

  • It fires for a message you expected to match. Check the keyword spelling and phrasing on the matching Message Received automation.
  • The flow never runs. Check that it’s Active and the channel matches the conversation.
Last modified on September 22, 2026