Keyword Rules
AI Intelligence → Keyword rules is where you tell the bot to make an exception. Normally the AI decides on its own when to bring in a human, when to treat someone as a contractor, and when to offer a meeting. A keyword rule lets you say "when this word shows up, don't do that" — and keep the bot in the conversation instead.
Why You'd Want One
Say a listings portal like Zonaprop forwards leads to your number, and every one of those chats opens the same way:
Client: "Hi, I saw your listing on Zonaprop and I'd like more information."
Portal traffic is high volume and early stage. If the bot hands each of those leads straight to an agent, your team spends the day on people who are still just browsing. One rule — keyword Zonaprop, action Skip assign-to-agent — keeps the bot answering them, and keeps your agents free for the leads that arrived some other way.
The same pattern works for any word that reliably identifies a kind of conversation you want handled differently: a partner's name, a campaign code, or a product line you'd rather not staff with people.
Creating a Rule
Click New rule and fill in:
| Field | What It Controls |
|---|---|
| Keyword or phrase | The text to watch for, up to 200 characters. It's matched on whole words, so a rule for plan fires on plan but not on planning. A multi-word phrase is matched as a single literal — saw your listing only fires when those words appear together, in that order. |
| When matched | The override this rule applies. Pick one of the four actions below. |
| Scan the entire conversation | Where Remo looks. Off means First message only — the keyword has to appear in the very first inbound message. On means Anywhere in conversation, so the rule can trigger later in the chat too. |
| Case-sensitive | Off by default, which is usually what you want: Zonaprop also matches zonaprop and ZONAPROP. Turn it on only when capitalization genuinely changes the meaning. |
| Active | Off keeps the rule in your list but stops it affecting anything. Use it to park a rule instead of deleting it. |
First Message Only or Anywhere?
Leave Scan the entire conversation off for anything that identifies where a lead came from. A portal's name appears in the opening message and nowhere else, and scanning the whole thread only risks matching it again months later when a client mentions it in passing.
Turn it on for words that could legitimately come up at any point — a product line, a service you handle differently, a phrase clients use when they're ready to buy.
The Four Overrides
| Action | What It Does |
|---|---|
| Skip assign-to-agent | When the AI would hand this client to a human agent, it stays in the conversation instead. |
| Skip contractor handoff | When the AI would mark the client as a contractor, it stays in the conversation. |
| Skip schedule-meeting | When the AI would send a scheduling link, it stays in the conversational flow. |
| Force conversational | The blunt instrument — every non-conversational outcome (handing off, scheduling, sending a master plan, and the rest) is demoted back to an ordinary AI reply. |
Each rule carries one action. If you want the same keyword to suppress two behaviors, create two rules with the same keyword and a different When matched on each.
Rules only ever prevent something. A rule can't make the bot hand off, flag a contractor, or offer a meeting it wasn't already about to do — see Agent Assignment & Human Handoff for what triggers those in the first place.
Editing and Deleting
Editing a rule changes what happens from that point forward. It doesn't reverse a handoff that already went through, so a client who was assigned to an agent yesterday stays assigned.
Deleting a rule removes its override immediately, and there's no way to bring it back. If you only want to pause the rule, switch Active off instead — the rule stays in your list, ready to switch back on.
The best keyword is one you've seen with your own eyes in a real chat. Open a handful of conversations from the source you're trying to catch, find the phrase that shows up every single time, and use that. Then leave the rule on for a week and read the chats it affected — a keyword that's too broad quietly stops handoffs you actually wanted.