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Bot Rules

Bot Rules allow you to define how HK Reach should automatically respond when a customer sends a message.

Bot Manager

🏢 Business Owner's Guide (Non-Technical)​

Step 1: Add a New Rule​

  1. Go to the Bot Manager page.
  2. Click the (+) Add Rule button.

Step 2: Set the Trigger​

  • Trigger Keywords: Enter words like Price, Menu, Help.
  • Match Strategy:
    • Exact: Must match identical.
    • Contains: Keyword appears anywhere in the message.
    • Fallback: Runs if nothing else matches.

Step 3: Define the Response​

  • Response Type: Text, Image/Document, or Template.
  • Interactive Buttons: Add up to 3 Quick Reply buttons or CTA buttons (URL/Phone).

Step 4: Custom Submission Messages​

If you enable a Data Collection Flow, you can customize these status messages:

  • Created: "Thanks! Your reference is #{{ReferenceCode}}."
  • Approved: "We have verified your submission!"
  • Rejected: "Sorry, we couldn't verify your data. Please try again."

Step 5: Sharing & Linking​

Each rule with a keyword trigger can generate a WhatsApp Click-to-Chat Link.

  • Format: https://wa.me/{phone}?text={keyword}
  • You can find the "Share Link" button inside the rule editor.

🛠️ Technical Administrator's Guide (Deep-Dive)​

1. The Match Engine​

Evaluated in BotService in this priority:

  1. Exact Match: Bit-perfect comparison (case-insensitive).
  2. Starts With: Triggers if the user message begins with the keyword.
  3. Contains Match: Keyword appears anywhere in the string.
  4. Fallback (MatchStrategy: Default): Executed if no other rule matches.

2. Response Payloads​

  • Text: Standard messages object with type: "text".
  • Interactive (Buttons): HK Reach supports up to 3 Quick Reply buttons or 2 CTA (Call-to-Action) buttons (URL + Phone).
  • Media: Uses type: "image" or "document" with a mediaUrl. Files are automatically mirrored to local storage for reliability.

3. Template Parameters & Hydration​

When using Meta Templates:

  • Body Params: Sequential array {{1}}, {{2}}... mapped via templateParams JSON.
  • Header Params: Can be static text or dynamic media. If media is chosen, the mediaUrl field provides the source.

🎥 Video Tutorials​