---
title: "Predefined Messages - Auto-Respond Docs"
description: "Write keyword-triggered replies ahead of time - you control the exact wording every lead sees"
source: https://auto-respond.com/docs/messaging-settings/conversation-setup/predefined-messages/
last_updated: 2026-04-21
---

![Predefined Messages documentation guide](https://auto-respond.com/assets/docs/messaging-settings-conversation-setup-predefined-messages.svg "Predefined Messages Documentation")

A visual guide to the Predefined Messages documentation, covering the setup, configuration, and workflow details explained on this page. Documentation illustration for Predefined Messages.

# Predefined Messages

In Predefined Messages mode, you write a list of messages ahead of time. Each message has a set of trigger keywords; when a lead’s first message contains one, that message is sent as the welcome. The last message in the list is always a catch-all for anything that doesn’t match a specific keyword.

## Getting here

In Auto-Respond, go to **Sources** → select a source → **Messaging Settings** → **Conversation Setup** tab → click **Predefined Messages** at the top.

## How matching works

- The lead’s incoming message is scanned for each message’s trigger keywords, **in list order**.
- The **first** message whose keyword list matches wins. No further messages are checked for that lead.
- If no specific message matches, the catch-all at the bottom is used.
- Keyword matching is case-insensitive.

## The message list

Each entry in the list has the following fields.

### Message body

- **Label:** rich-text editor showing the message content
- **Default:** (empty on a new entry)
- **What it is:** what the lead actually receives when this message triggers. Supports basic formatting (bold, italics, links, line breaks).
- **Use this when:** write it the way you’d normally write it - friendly, personal, with a clear next step.

### Trigger keywords

- **Label:** chip input for keywords (below the message body)

- **Default:** (empty)

- **Rules:**

  - Add words or short phrases. Each keyword must be at least **1 character**.
  - Matching is case-insensitive.
  - You can combine keywords with **`&&`** to require multiple words in the same message. Example: `screen replacement&&apple` triggers only when the lead mentions both “screen replacement” and “apple”.

- **Use this when:** think about the words your leads actually use - “price”, “cost”, “quote”, “how much”, “emergency”, “urgent”, “repair”, etc.

### Prevent follow-ups

- **Label:** “Prevent Follow-ups” (checkbox)
- **Default:** off
- **When on:** if this message triggers, no follow-ups are sent for that lead. The conversation is considered handled by this single message.
- **When off:** the normal follow-up sequence still runs after this message.
- **Use this when:** the message itself is the final answer (pricing deflection, “we don’t do that”, “please call us directly”) - you don’t want automated follow-ups chasing someone you’ve already fully responded to.

### Reorder

- **Label:** drag handle on each row
- **What it does:** drag and drop to change the order of messages. The list is checked top-down, so put your most specific / highest-priority messages at the top.

## The catch-all (last message)

- The **last message** in the list is always a catch-all. Its keyword is fixed as `*` and cannot be edited.
- The catch-all message body **is** editable.
- The catch-all **cannot be deleted or reordered** - it must sit at the bottom so that every lead gets a reply.
- **Use this when:** always. It’s your safety net for anything that doesn’t match a specific keyword. Make it friendly and promise a follow-up.

⚠️

The catch-all is what most leads will actually see - specific keyword triggers handle edge cases, the catch-all handles the rest. Spend time making the catch-all message feel human and helpful.

## Example configuration

A typical setup:

1. **Emergency** - keywords: `emergency, urgent, asap, flooding` → fast-response message with your direct phone number. **Prevent follow-ups: on** (you’ll call them yourself).
2. **Pricing** - keywords: `price, cost, quote, estimate, how much` → message explaining you’ll send a quote after a quick call.
3. **Catch-all** - “Thanks for reaching out! I’ll review your message and reply within a couple hours…”

## How it behaves

- **Variables:** if your message includes a customer-name placeholder, it’s filled in automatically when the message sends.
- **With AI Assistant mode:** Predefined Messages and AI Assistant are mutually exclusive. Switching to AI Assistant disables the predefined list for this source (but doesn’t delete it - switching back restores it).
- **Welcome Message Delay:** if delay is enabled, it applies equally to all predefined messages - they’re all “the welcome” in the eyes of the delay setting.

## Troubleshooting

- **The wrong message is triggering:** remember list order decides the winner. Move the more specific message above the more general one.
- **Keyword doesn’t seem to match:** confirm there are no typos, and that you’re not relying on punctuation - matching looks at words, not exact strings.
- **Can’t delete the last message:** that’s the catch-all. Delete a message **above** it, or edit its body instead.
- **A specific-keyword message is getting follow-ups when it shouldn’t:** turn on **Prevent Follow-ups** on that entry.

***

Questions? Email <support@auto-respond.com>.

Last updated: April 21, 2026