Keywords are a way to respond to specific words or phrases within user messages. They help respond to common customer questions like 'How can I contact you?' or 'How much is it?'. Users also sometimes type something that your bot doesn't know the answer to. This means that they might leave the chat or become upset. Keywords help solve this problem as well.

Keywords tab

Keywords tab is where you create Keyword rules. A rule is a collection of keywords and a defined response to them. You provide your bot with keywords and an action in response to those keywords.

Keywords

A keyword is a word or a phrase that your bot will recognize and respond to. You can add one or more keywords to a Keyword group. There are three types of settings for keywords: Similar to, Contains, and Matches.

It will also, reply if there is a mismatch of 1-3 characters from the exact set words/phrases;

Emojis will also work as keywords.

You might also find Keyword buttons inside some Entry Points. You can set keywords there too. First messages with keywords are for when the first time users message you. If you didn't set up these first time keywords in your Entry Point, your bot will use settings from Keywords tab.

Similar to

Choose Similar to if you want your bot to react to exact or very close matches to your keywords. These include words or phrases similar in meaning in the same or other languages (100+ supported languages).

For example, here's what your bot will or won't recognize if you add a keyword 'Can I see your lunch menu?':

✅ Show me your lunch menu, please.
✅ What menu do you offer now?
❌ What are today's specials?

❌ How can I order lunch?

Contains

Choose Contains if you want a keyword to be recognized if it appears anywhere within a sentence. It checks user message for an exact match of characters your keyword has. If there is no match, the AI will switch to Similar to rule.

For example, here's what your bot will or won't recognize if you add a keyword 'refund':


✅ Can I get a refund?
✅ Is there a refund?

❌ I want my money back.
❌ Can you give back my money, I changed my mind.

Matches

Choose Matches if you want your bot to react to complete matches of your keyword. Only the exact match of characters and the number of characters will trigger the response. The AI will not recognize a keyword within a sentence or if some characters are missing or if they don't match. This rule is not case sensitive, so it doesn't matter if your keyword is spelled in lower or uppercase.

For example, here's what your bot will or won't recognize if you add a keyword 'summer sale':

✅ Summer Sale

✅ sUmmEr SALE

❌ Is the summer sale on?

❌ #Summer sale

Responses

A response can be a Text, Block or Flow.

Text

A bot responds to keywords with a text phrase. For example, when the user says 'hi' your bot will respond with 'Hey, how are you?'.

Block or Flow

A bot responds to keywords by sending a user to a Block or a Flow. For example, when the user says 'What do you have on your lunch menu?' your bot will send them to a 'Menu' Block or Flow.

Add a Keyword group

  1. Go to Keywords tab.

  2. Click +Add group in Keyword groups section.

  3. Type in a Keyword group name and add keywords on the left.

  4. Choose a response on the right.

If your bot doesn't respond to user messages

First, are you only using single words as keywords instead of entire phrases? It's harder for your bot to understand what the user is saying if you teach keyword single words. Teach it phrases and your bot will understand users easier.

For example, if you need the bot to respond to questions about pricing, don't just create a rule with the keyword 'pricing'. Instead, use a number of phrases like: 'I need more information on your pricing', 'Where can I see your pricelist', 'What's your pricing?', etc.

Best practices

Use the Keywords tab and create rules for words and phrases related to common topics that you think users will ask. The more accurately your bot can respond to users, the more helpful it will be to them, and the less drop-off you'll have.

Let them unsubscribe

Set up a rule for when people send messages to the bot to make it stop messaging them. Because they probably would like to unsubscribe from all follow-up and broadcasting messages.

Monitor common messages

Go to the Keywords tab and find a section called Set up responses to frequent unrecognized messages. It shows the last user inputs over the last 7 days.

The more different phrases you enter as keywords the better your bot will be able to figure out similar meanings in other phrases. It is generally a good practice to enter about 5-10 phrases per rule to get the best matching possible.

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