Start a Flow after Receiving a Message that Doesn't Match Any Keywords

Use this trigger to start a flow after receiving an uncaught message (a message not handled by any of your other flows or triggers). We refer to this as the "catch-all" trigger, as it can be used to route uncaught messages to any of your flows.

To create a catch-all trigger:

1. Navigate to the Triggers tab and click '+ New Trigger'.

2. Click the "Start a flow after receiving a message that doesn't match any keywords" option.

3. Choose the flow you want to start and, optionally, which channel this should apply to & any groups to include or exclude.

4. Click the "Create" button.

In our example, when an incoming message that doesn't match any existing keyword triggers reaches us on our Twilio channel, the 'Registration' flow will be started. Here's what that will look in our active triggers list:

Exclude the Open Tickets Group

When using the ticketing system, make sure to exclude the smart group 'Open Tickets' from other triggers.

When a ticket is open, incoming messages from your contacts may be interpreted as a keyword trigger or as a message that does not match any keywords, which could unintentionally launch the contact into a flow.
The Open Tickets smart group automatically adds a contact when a ticket is opened, causing the contact to be ignored by these other triggers while they are communicating with an agent through the ticket. Once the ticket is closed, the contact is automatically removed from the group, allowing their future messages to trigger flows normally, including keyword-based or unmatched-message triggers.

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Updated on: 24/08/2026