Summary

Keyword Action is an automation feature in WATI that allows businesses to set up predefined keyword rules. When a customer's message matches a configured keyword, the system automatically responds or triggers an action. This helps reduce manual effort and ensures faster customer support. With Keyword Actions, you can:

Set up automated replies based on keywords.
Choose from different message-matching methods.
Link reply materials to specific keywords.
Automate chat routing to operators or teams.

Instructions

Keyword Matching Methods

WATI offers three types of message-matching methods for keywords:

1. Exact Matching

The customer's message must match the keyword exactly for the rule to trigger.
Example: If the keyword is "Tell me about your company information?", the bot will only respond when the customer types this exact phrase.
If the customer types "your company information?", no response will be triggered.

2. Fuzzy Matching

The system checks if the customer's message is similar to the keyword, based on a percentage match.
Default matching percentage is 80%.
Example: If the keyword is "Tell me about your company information?", and a customer types "your company information?", the bot will still respond if the similarity meets the defined threshold.

3. Contains Matching

The system checks if the keyword is anywhere in the customer's message.
No need to set a matching percentage.
Example: If the keyword is "your company", and the customer asks "Can you tell me more about your company details?", the bot will respond.

Setting Up Keyword Actions

To create a Keyword Action:

Define the Keyword – Add the keyword that should trigger an action.
Choose a Matching Method – Select Exact, Fuzzy, or Contains matching.
Link a Reply Material – Attach a predefined response or action.
Save the Keyword Action – Finalize and activate the automation.

Using Keyword Actions for Routing

WATI also allows you to use Keyword Actions for chat routing, which directs messages to specific operators or teams:

Assign to Operator – Automatically assigns chats to a specific agent.
Assign to Team – Routes chats to a predefined team.

Note: Routing actions only work with Exact Matching and Fuzzy Matching. They are not available for Contains Matching.

Frequently Asked Questions (FAQs)

General Questions

What is a Keyword Action in WATI? → A Keyword Action is an automation feature in WATI that allows businesses to set predefined keyword rules. When a customer's message matches a configured keyword, the system automatically responds or triggers an action.
Why should I use Keyword Actions? → Keyword Actions help automate customer responses, reducing manual effort and ensuring faster customer support. They improve efficiency and enhance the customer experience.
How many Keyword Actions can I create? → You can create up to 300 Keyword Actions under the Business Plan. If you need more, you can request an add-on by reaching out to Wati support team.

Keyword Matching Methods

What are the different keyword-matching methods available? → WATI supports three types of keyword-matching methods:
1. Exact Matching: The message must match the keyword exactly.
2. Fuzzy Matching: The system checks for a similarity match based on a percentage threshold (default is 80%).
3. Contains Matching: The system checks if the keyword is present anywhere in the customer's message.
Which matching method should I use?
1. Use Exact Matching for precise responses.
2. Use Fuzzy Matching if minor variations in the customer's message are expected.
3. Use Contains Matching when targeting a specific word or phrase within a longer message.
Can I set the matching percentage for Fuzzy Matching? → Yes, you can define the percentage match required for the bot to trigger a response. The default setting is 80%.

Setting Up and Managing Keyword Actions

How do I create a Keyword Action? → To set up a Keyword Action:
1. Define the keyword.
2. Choose a matching method (Exact, Fuzzy, or Contains).
3. Link a reply material (e.g., text, image, or template).
4. Save and activate the Keyword Action.
5. Can I attach multiple reply materials to a keyword? → Yes, you can attach multiple reply materials to a single keyword. If more than one reply material is selected, all will be sent when the keyword is triggered.
6. How do I edit or delete an existing Keyword Action? → You can manage Keyword Actions from the Keyword Action List page. Here, you can:
7. Edit: Modify an existing keyword rule.
8. Delete: Remove a keyword action if it is no longer needed.
Can I search for an existing Keyword Action? → Yes, you can search for Keyword Actions by their name or content in the Keyword Action List.

Keyword Actions and Routing

Can Keyword Actions be used to assign chats to agents or teams? → Yes, Keyword Actions can be used for chat routing:
- Assign to Operator: Automatically assigns chats to a specific agent.
- Assign to Team: Routes chats to a predefined team.
Which matching methods work with chat routing? → Chat routing is supported only for Exact Matching and Fuzzy Matching. It is not available for Contains Matching.
What happens if multiple Keyword Actions match a customer's message? → If multiple keywords match, the system follows these priority rules:
- Exact Matching takes priority over other methods.
- Contains Matching takes priority over Fuzzy Matching.
- If multiple Contains Matching keywords apply, the system uses the oldest created keyword.