Scenarios decide what happens to each incoming message or comment: which agent replies, whether a fixed message is sent, or whether it’s ignored. Use them for simple, specific situations.

Press ⌘K and open Scenarios.

The Scenarios page

How a Scenario matches

Each Scenario has one or more conditions:

• Is exactly the same as… matches a specific phrase, such as a keyword from an ad or a social post (“PARTY”). Small typos are tolerated, but extra words, extra characters (“PARTY!!!”) or stretched spellings won’t match.
• Means the same as… matches by intent, such as “asking to book” or “expressing frustration or anger”. This is the most reliable option for everyday conversations.
• Does not match any Scenario is a catch-all for anything left over.

What a Scenario does

You set the action for direct messages and for public comments separately:

• Reply using an agent. Hand the conversation to one of your agents.
• Send a fixed message. Send exact text, for example START/STOP subscription confirmations.
• Do Nothing. Ignore the message, for example spam or phishing.

Create a Scenario

1. Click Create Scenario.
2. Choose the channel it applies to, or Any Channel.
3. Add your conditions.
4. Choose what to do for messages, and for comments if it applies.
5. Save.

Turn Scenarios on and off