Keyword automations

Keyword automations save staff time by handling predictable inbound texts automatically. When a resident sends an exact keyword (like TRASH or PARKING), HelloCivic can reply instantly, subscribe them to a topic, and/or flag the conversation for staff.

Create an automation

1. Open HelloCivic Text → Automations.
2. Click New automation.
3. Set a keyword (single word, case-insensitive).
4. Choose actions — any combination of:
   • Auto-reply — send a canned SMS response.
   • Subscribe to topic — add the contact to an alert topic.
   • Route to staff — mark the conversation open for human follow-up.
5. Toggle Respect quiet hours if the auto-reply should wait until morning.
6. Activate and save.

Reserved keywords

STOP, START, HELP, and carrier variants are handled by the system before automations run. Don't try to override them.

The editor warns you if a keyword is reserved or already used by another automation.

Testing

Text the keyword from your personal phone to your civic number. You should receive the auto-reply within a few seconds. Check Automations → [name] → Recent runs to confirm it fired.

In local development, use the Installation → Simulator instead of a real phone.

Common setups

Keyword	Auto-reply	Topic	Route
ALERTS	"You're subscribed to city alerts. Reply STOP to opt out."	General alerts	—
TRASH	"Trash schedule: city.gov/trash. Reply with your address for help."	—	Yes
REPORT	"Thanks — a staff member will follow up shortly."	—	Yes

Idempotency

Each inbound message triggers at most one automation run. Webhook retries won't send duplicate replies — safe by design.