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Not every message should go straight to an LLM. Keywords catch exact intents; AI Agents handle the rest; a fallback Flow covers failures.

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Keywords vs AI Agents

For modern support/FAQ, prefer an AI Agent. Keep keywords for precise overrides.

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Set up a keyword

1

Open Keywords

Go to AI Center and open Keywords (or the Keywords entry in Automation, depending on your workspace layout).
2

Add a keyword

Click Add, enter the phrase/match mode, and select the Flow or action to run.
3

Order rules carefully

More specific keywords should win over broad ones. See also Automation Rules.

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Response priority

When a contact messages you, Fliqr AI typically resolves a reply in this order until one succeeds:
  1. Keywords
  2. OpenAI (if configured as an active agent/provider path)
  3. Claude
  4. Google Gemini / xAI
  5. DeepSeek
  6. Fallback Flow
Exact provider order can depend on which integrations and default agents you enabled — treat this as the platform’s fail-through model: keywords first, then AI providers, then fallback.
If you want a single Agent to own Default Reply, configure that Agent explicitly and keep keywords only for hard overrides (opt-out, legal, human).

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Practical recommendations

  • Use keywords for compliance phrases (stop, delete my data)
  • Use an Agent + knowledge for product Q&A
  • Always define a Fallback Flow that apologizes and offers handover
  • Test priority with messages that match a keyword and would also be answerable by AI

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Next

Automation Rules

Full trigger model for starting Flows.

Human handover

Make “talk to a human” a safe keyword or AI action.