---
url: https://docs.corbitaltech.dev/products/whatsmark-saas/tenant/message-bot.md
description: >-
  Create keyword-triggered Message Bots in WhatsMark SaaS to automatically reply
  to WhatsApp messages. Configure trigger keywords, fallback responses,
  multimedia replies, and active hours for 24/7 automation.
---

# Message Bot

A **message bot** is an automated tool that communicates with users via messaging platforms. It is designed to:

* Answer frequently asked questions
* Provide product or service information
* Send real-time notifications
* Handle repetitive queries 24/7

## How to Create a Message Bot

![msg-bot](../images/message-bot/bot.png)

> Follow these simple steps to create a bot in WhatsMark:

### Step 1: Bot Name

* **Field**: `Bot Name`
* **Purpose**: Assign a name to your bot for easy identification.
* **Example**: `bot 1`

***

### Step 2: Relation Type

* **Field**: `Relation Type`
* **Options**: `Customer`, `Lead`, or `Guest`
* **Explanation**:
  * Select `Customer` if the bot will interact with existing customers.
  * Choose `Lead` if the bot is for potential customers or prospects.
  * Select `Guest` if the bot should respond to users who haven't been converted to leads or customers yet.

> **Important**: The contact must already exist in WhatsMark. You need to send the trigger word from their WhatsApp number to initiate the bot.

***

### Step 3: Reply Text

* **Field**: `Reply Text`
* **Max Characters**: 1024
* **Usage**: This is the message the bot will send in response.
* **Example**:
  Hello! Welcome… How can I assist you today?
  Please choose an option:

1. Admission Enquiry
2. Course Information
3. Schedule a Campus Visit.

> You can use **@** to insert dynamic fields like the user’s name or your organization’s name.

***

### Step 4: Reply Type

* **Field**: `Reply Type`
* **Options**:
* `Reply bot: On Exact Match`
* `When Message Contains`
* `When Lead or Client Sends First Message`
* `Default Reply`

| Reply Type | Description |
| --- | --- |
| **On Exact Match** | Bot replies only when the message exactly matches the trigger |
| **Message Contains** | Bot responds if the message includes the trigger word |
| **When Lead or Client Sends First Message** | Triggers reply when someone messages your number based on **Welcome Message Frequency** configured in **Application Settings → Bot Settings** |
| **Default Reply** | Sent when no other trigger matches, based on **Default Reply Frequency** configured in **Application Settings → Bot Settings** |

::: info Frequency Control 
Two reply types are now controlled by frequency settings in **Application Settings → Bot Settings**:

* **When Lead or Client Sends First Message** — controlled by **Welcome Message Frequency**

| Frequency | Sends |
| --- | --- |
| **Every Time** | Every time contact messages — if chat already exists, will not run again |
| **Once Per Session** | Once per conversation session — if session already exists, will not run again |
| **Once Per Day** | Once per day — if already sent today, will not run again |
| **Once Per Week** | Once per week — if already sent this week, will not run again |
| **Once Per Month** | Once per month — if already sent this month, will not run again |
| **Once Per Year** | Once per year — if already sent this year, will not run again |

* **Default Reply** — controlled by **Default Reply Frequency**

| Frequency | When Sends | Extra Configuration |
| --- | --- | --- |
| **Once Per Session** | Once per 24-hour session — if already sent, will not send again | None |
| **Once in Every X Min/Hours** | Once every specified time interval | Set **Interval Value** and **Unit** in Bot Settings |
| **Session Wise Maximum Attempts** | Up to maximum number of times within a 24-hour session | Set **Maximum Attempts** in Bot Settings |
| **Before Agent Assignment** | Every unmatched message until an agent is assigned to the chat | None |
| **After Agent Reply** | Every unmatched message after an agent has already replied | None |
:::

::: warning Configure Bot Settings First
Before using **"When Lead or Client Sends First Message"** or **"Default Reply"** types, configure their frequencies in:

**Application Settings → Bot Settings**
:::

### Step 5: Trigger Keyword

* **Field**: `Trigger`
* **Purpose**: Keyword that activates the bot's response.
* **Example**: `hello`

> Send this keyword from the user’s WhatsApp to start the bot conversation.

***

### Step 6: Header (Optional)

* **Field**: `Header`
* **Usage**: Displayed above the main reply text.
* **Example**: `CTL Group of Colleges`

***

### Step 7: Footer (Optional)

* **Field**: `Footer`
* **Usage**: Additional info or closing note.
* **Example**: `Thank you.`

## Interactive Reply Options

### Option 1: Reply Buttons

* **Fields**:
* `Button1`, `Button2`, `Button3`
* `Button1 ID`, `Button2 ID`, `Button3 ID`
* **Usage**: Add clickable buttons for easier responses.
* **Example**:
  Button Texts: Admission Enquiry, Courses Information, Schedule a campus visits
  Button IDs: enquiry, course information, campus visit

***

### Option 2: Call to Action (CTA) URL

* **Fields**:
* **Button Name**: Name shown on the button (e.g., `View Details`)
* **Button Link**: Destination URL (e.g., `https://example.com/page`)

![CTA Example](../images/message-bot/cta-url.png)

***

### Option 3: Attach Image/File/Audio

* **Field**: `Choose File`
* **Example**: Click `Choose File` and upload a file from your computer.

The bot supports the following file types:

| Type | Supported Formats | Max Size |
| --- | --- | --- |
| **Image** | `.jpg`, `.jpeg`, `.png` | 5 MB |
| **Video** | `.mp4` | 16 MB |
| **Document** | `.pdf`, `.docx`, `.xlsx` and others | 100 MB |
| **Audio** | `.mp3`, `.m4a`, `.amr` | 16 MB |

::: tip Audio messages 
Upload an `.mp3`, `.m4a`, or `.amr` file (up to **16 MB**) and the bot will send it as a WhatsApp audio message. Customers can play it directly in the chat — useful for voice instructions, greetings, or announcements.
:::

![File Upload](../images/message-bot/bot-file.png)

***

:::tip  **NOTE**
Only one of the following options will be shown in the bot's final message:

1. Reply Buttons
2. CTA URL
3. File Attachment (Image / Video / Document / Audio)

Whichever comes first in the form will be used.
:::

## Manage Message Bots

This section provides an overview of all created **Message Bots** in the system, helping you manage and monitor bot configurations efficiently.

Once created, you can see a list of all your bots:

![List Bot Preview](../images/message-bot/messagebot-list.png)

## List Table Explanation

The list contains the following columns:

| Column Name         | Description                                                                      |
| ------------------- | -------------------------------------------------------------------------------- |
| **SR. NO**          | Serial number for the bot (descending by creation time).                         |
| **Name**            | The custom name you assigned to the message bot.                                 |
| **Type**            | Defines how the bot triggers – e.g., "On exact match" means exact keyword match. |
| **Trigger Keyword** | Words or phrases that will activate the bot’s response.                          |
| **Relation Type**   | Indicates if the bot targets **Leads**, **Customers**, or **Guests**.            |
| **Active**          | A toggle switch to enable or disable the bot.                                    |
| **Created At**      | Shows when the bot was created (e.g., "1 second ago", "2 days ago").             |

## How to Use This Preview

* You can **search** bots using the search bar in the top-right.
* **Sort** columns by clicking the arrow icons beside headers.
* Use the **filter** or **hide columns** button to customize your view.
* Use the toggle under **Active** to quickly enable or disable a bot.

## Final Preview – How It Looks

![Preview](../images/message-bot/msg-bot-preview.png)

## Understanding Contact Types

| Type          | Description                                                 |
| ------------- | ----------------------------------------------------------- |
| **Leads**     | Potential customers who have shown interest                 |
| **Customers** | Existing clients who are actively doing business            |
| **Guests**    | New message senders not yet converted to leads or customers |

* All three types are stored in your CRM as **Contacts**
* Bots can be tailored to each type:
  * Bots for **Leads** trigger from prospecting inquiries.
  * Bots for **Customers** trigger based on existing relationships.
  * Bots for **Guests** trigger for first-time or unconverted contacts.

::: info **Guest Auto-Creation**
When a new user sends a message to your WhatsApp Business number, they are automatically stored as a **Guest** type if the **WhatsApp Auto Lead** setting is disabled. You can then manually convert them to leads or customers as needed.
:::

> More advanced setup or troubleshooting, refer to the official [WhatsApp Cloud API Media Reference](https://developers.facebook.com/docs/whatsapp/cloud-api/reference/media/).