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 NZ Leads, 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.

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@nzleads.com.