A keyword should start the sale, not end it.

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.

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 flow drawn on the canvas runs a fixed path — Trigger → Message → Condition → Smart delay → AI Step — with the node types, labels and branch ports the flow editor draws.

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.

A merchant can take a thread over for a fixed duration or until they resume (the agent pauses and auto-resumes on the timer), snooze it to resurface later, and the Inbox states whether the 24-hour reply window is open — a free-form reply outside it is refused, not sent.