Auto-responders & flows

Auto-responders (keyword rules)

An auto-responder is a keyword rule that auto-replies to inbound messages. Create a rule with a channel, a trigger (Keyword or Any inbound), the keywords, a match mode (Contains or Exact), and either an approved template or a literal reply body. Enable it, then test by sending the keyword.

Auto-responders respect opt-out and run before flows. Use a priority to order rules when more than one could match.

Flows (node graphs)

Flows is a node graph — message, ask, condition, set, handoff, end — that runs per conversation for richer, multi-step bots. The flow engine walks the graph on each inbound message, captures variables, branches on conditions, and can hand off to a human.

Order of execution

On an inbound message, Servus runs the flow first (if one is published and triggered), then auto-responders. A human is always one tap away in the shared inbox — automation never traps a customer.