Not every buyer types your keyword. Two ways to still answer them.

Intent mode (Recognize intention on the DM-keyword trigger) compares the whole DM with the one description the merchant wrote and fires on a close match — here "how much does the course cost?" against "how much is the course?" — then sends the merchant's saved DM, word for word. A message worded very differently won't match.

A DM-keyword automation fires when its keyword appears anywhere in the message, case ignored — here GUIDE inside "do u still have the guide" — then sends the DM and its link. Intent mode ("Recognize intention") is the other option on the same trigger, for DMs worded close to a description the merchant writes.

The agent answers from the workspace's knowledge and catalog and the Inbox shows the receipt — `Sources retrieved · <sources>` when retrieval found chunks, `⚠ unsourced — review` when it did not.

When the refund check detects a refund request, the agent is paused for that conversation before it drafts; when a drafted reply contains a phrase from the merchant's forbidden-claims list, the reply is held instead of sent and the conversation pauses — either way a note lands in the Inbox. The checks match the cues and exact phrases they know, so a reworded request or claim can get past them.