Ignore keyword triggers in a few steps
If you just need the essentials, follow this:
- Choose the flow that should not be interrupted (registration, survey, onboarding)
- Open the flow and go to Edit from the ☰ menu
- Enable Ignore keyword triggers while in this flow and save
- Decide how HELP/MENU should work during the flow
- Test by sending a keyword while inside the flow and confirm the contact stays in the flow
You’re done. Keyword triggers will no longer pull contacts into other flows while they are inside this flow.
Step-by-Step Process
By default, if a contact sends a message that matches a keyword trigger, RapidPro.app can start the triggered flow immediately—even if the contact is currently inside another flow.
This means the contact can be moved from one flow to another by sending a keyword.
If you enable the ignore-keywords option on a flow, keyword triggers won’t pull the contact into a different flow until the contact leaves, finishes, or expires from the current flow.
- Go to the Flows tab.
- Open the flow you want to modify.
- Click the ☰ menu in the top-right of the flow editor and choose Edit.
[CAPTURE: Flow editor with the ☰ menu opened, showing “Edit”.]
- In the flow settings/edit dialog, check Ignore keyword triggers while in this flow.
- Click Save.
[CAPTURE: Flow settings/edit dialog showing the checkbox “Ignore keyword triggers while in this flow”.]
[CAPTURE: Flow settings dialog with Save button highlighted.]
If you want contacts to reach support while staying inside the flow, consider handling help requests inside the flow instead of relying on keyword triggers.
- For example: add an in-flow option such as “Reply 9 to talk to an agent”.
- Alternatively: avoid enabling ignore-keywords on flows where “HELP” must always work.
- Start the flow with a test contact.
- While inside the flow, send a message that matches a known keyword trigger.
- Confirm the contact stays in the current flow (and the keyword-triggered flow does not start).
Common Issues & Quick Fixes
Problem: A keyword doesn’t start the expected flow.
Fix: Check whether the contact is currently inside a flow that is set to ignore keyword triggers, then test again after the contact has completed or expired from that flow.
Problem: Users can’t access help while inside the flow.
Fix: Avoid enabling ignore-keywords on flows where “HELP” should always work, or add an in-flow help option (for example, “Reply 9 to talk to an agent”) instead of relying on keywords.