---
title: "Why Is my Keyword Rule matching Conversations it shouldn't?"
slug: "why-is-my-keyword-rule-matching-conversations-it-shouldn-t"
updated: 2026-04-30T16:37:41Z
published: 2026-04-30T16:37:41Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why Is my Keyword Rule matching Conversations it shouldn't?

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.