The Inbound Message trigger fires when a guest sends an SMS or MMS to your Hello Hotel phone number. You can use it to automate responses to common questions, route messages, or tag guests based on what they text you.
By default, the trigger fires on every inbound text message. If you only want it to fire for specific topics, use the keyword filter.
Add one or more keywords to narrow when this trigger fires. Only messages containing your keywords will trigger the automation.
For example, if you add "wifi" and "wi-fi" as keywords, the automation will only run when a guest's message includes one of those words.
Keyword matching is not case-sensitive — "WiFi," "wifi," and "WIFI" are all treated the same.
When you add multiple keywords, choose how they're matched:
Any (default) — the message needs to contain at least one of your keywords. Use this when you're covering variations of the same topic (e.g., "wifi" and "wi-fi") or multiple related topics.
All — the message must contain every keyword you listed. Use this when you need a more specific match (e.g., "cancel" and "reservation" to only match messages about canceling a reservation, not just any message with "cancel").
If you're filtering for a common question, add multiple variations of how guests might phrase it. For example, for WiFi questions: "wifi," "wi-fi," "internet," "password."
Leave the keyword filter empty if you want to trigger on every inbound message — useful for auto-replies or tagging all incoming conversations.
You can chain this trigger with conditions to build more targeted automations. For example, trigger on "checkout" keyword, then add a condition to check if the guest is actually in-house before sending a checkout instructions message.
