If a Rule is matching Conversations that do not seem to contain the keyword you specified, check the text-matching type selected in the Condition.
If Any is selected, the Rule will match partial strings. For example:
- A Rule looking for "exchange" will also match "change" because "change" appears within "exchange."
- A Rule looking for "basket" will also match "basketball."
Switch the text-matching type to Words. Words matches exact whole words only, preventing partial string matches. You can enter multiple words or phrases separated by commas, and only exact matches will trigger the Rule.
To check or change the text-matching type, edit the Rule, locate the text-matching Condition (Message Subject, Message Body, etc.), and look at the dropdown that offers Any, Only, RegEx, and Words. Select Words.