If you’ve ever joined one of Mario Aldayuz’s live sessions, you know they’re part tech support, part strategy jam session, and part “Wait—HighLevel can do that?!” moment.
Mario, Head of Partnerships at HL Pro Tools, recently hosted another jam-packed troubleshooting call with agency owners, SaaS pros, and HighLevel power users.
One of the standout topics? A sneaky little Messenger automation issue that’s been tripping up even seasoned builders: case-sensitive keyword matching.
Yeah—turns out “BOOK” and “book” aren’t the same thing in HighLevel.
But don’t worry—this post breaks down the issue and the smart, AI-powered fix Mario shared during the call.
Let’s dig in.
The Problem: Case-Sensitive Keyword Triggers in HighLevel
Here’s what’s going on…
HighLevel’s keyword-based workflows are case-sensitive. That means:
- “info” ≠ “INFO”
- “book” ≠ “Book” ≠ “BOOK”
- And your automations? They’re silently failing behind the scenes.
This quirk can kill the vibe in your Messenger automation faster than you can say “lower conversion rate.”
But thankfully, Mario Aldayuz (our Head of Partnerships at HL Pro Tools) had a slick workaround that blew a few minds on the live call.
The Fix: Use GPT to Normalize Inputs Like a Pro
Instead of trying to guess every possible casing your users might type in, let AI do the thinking.
Here’s what Mario recommended:
🧠 Use OpenAI’s GPT inside your workflow to detect the keyword—no matter how it’s typed.
How?
Add a GPT action step that looks at the user’s incoming message and classifies it into a normalized keyword category.
That way, whether someone types:
- “INFO”
- “info”
- “InFo”
- or sends a voice message that gets transcribed as “I need some info”
…it all lands in the same bucket and your automation runs smoothly and reliably.
Bonus Pro Tip: Structure Your Categories First
Mario also emphasized this: don’t wing it.
Before you build your GPT logic, map out the categories you’re looking for:
- “Booking”
- “Pricing”
- “Support”
- “Sales”
- “Cancel” (because hey, it happens)
Group similar intents under each. That way, GPT isn’t guessing—it’s classifying based on structure. You get more accurate results, faster automations, and fewer “why didn’t that work?” moments.
Final Takeaway
HighLevel’s Messenger automation is powerful, but yeah—it’s got some quirks.
If case-sensitive keyword triggers are tripping up your flows, don’t scrap your automations.
A little strategic GPT can eliminate those friction points and make your Messenger strategy bulletproof.
🛠 Need help setting this up inside your workflows? That’s what we’re here for.Let’s cut through the confusion, optimize your workflows, and build a system that actually works for your business. Visit HL Pro Tools and let’s make it happen.
