I am trying to add a feature to our auto-response e-mails coming from our support group.

What I am looking to do is have trouble shooting videos populate into the auto response e-mails based off of key words (Tag's) that may be in the senders original e-mail. So I am looking to see if Netsuite or any additional plug-ins can scrub the text in the e-mail. From the key words (Tag's) we have set up, net suite will know to apply certain videos based off of the keywords (Tag's) we have found in the senders e-mail.

Example:
A client sends an e-mail to our support inbox. The issue has to do with the user being locked out of our software. Net Suite will recognize the keywords "Locked Out" and know to include videos we have created to walk users through unlocking their account.