Ever set up the perfect HighLevel Messenger automation, only to have it… not work?
Yeah. I’ve been there. You’re staring at your screen thinking:
“Why didn’t it fire?! The message literally said ‘info’… what gives?”
Well, I’ve got good news and bad news.
Bad news: HighLevel’s Messenger keyword triggers are still case-sensitive.
Good news: There’s a clever fix—and it’s easier than you think.
I hopped on one of our HL Pro Tools Monday troubleshooting calls (hosted by the Head of Partnerships at HL Pro Tools, Mario Aldayuz), and this exact problem came up. Let’s break it down. 👇
The Case Sensitivity Problem
So here’s what’s happening under the hood:
Let’s say you’ve got a Messenger workflow that fires when someone types “book.”
But if they type “BOOK” or “Book” or even “BoOk” (because humans are unpredictable)… your workflow won’t trigger.
Why?
Because HighLevel currently treats those as totally different keywords.
It’s like your automation has manners and refuses to talk to anyone yelling in all caps. 😂
The AI-Powered Fix (This One’s Cool)
Mario shared a smart workaround using OpenAI and custom workflows.
Here’s how it works:
- 🧠 Use OpenAI to analyze incoming Messenger text
- 🔍 Strip out weird casing, punctuation, emojis—you name it
- 🎯 Use GPT to classify the intent (like “appointment,” “pricing,” or “book”)
- 🔄 Route them into the correct branch of your automation—no matter how they typed it
🧠 Pro Tip: Set up a few core categories like:
- “Book”
- “Pricing”
- “Talk to a human”
- “More info”
Then let AI do the sorting.
This way, “BOOK,” “BoOk,” or “plz lemme BOOK appt” all land where they should.
Why This Matters for You
If you’re managing Messenger automations for multiple clients (or just your own brand), this fix:
✅ Makes your workflows bulletproof
✅ Avoids missed leads
✅ Improves the customer experience
✅ Reduces manual cleanup
✅ Helps you look like an automation wizard 🧙
And the best part? Once you build the flow, it runs forever. Set it and forget it (until your clients ask you to “just tweak one little thing…” 😅)
Final Thoughts: Mastering the Tech Is Just Step One
Here’s the truth most people miss:
HighLevel is a toolbox—not a magic wand.
You’ve still gotta know how to use it.
Whether it’s Messenger, Retele, SaaS Mode, or voice agents, your success with HighLevel comes down to:
✅ Understanding what’s possible
✅ Knowing the platform’s quirks
✅ And having a few clever workarounds in your back pocket
That’s exactly what Mario brings every Monday during our live troubleshooting calls. If you’re not joining those yet… you’re missing out.
Want More Help Like This?
We help agencies like yours scale faster and smarter—with white-labeled support, done-for-you snapshots, and automation strategies that actually work.
Check out hlprotools.com if you’re ready to stop duct-taping your CRM together and start building like a pro.
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In the spirit of free stuff, I want to give you our Testimonial Workflow—the same one we use to gather, edit, and organize client feedback without it feeling like a chore.
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