Summary
Keyword Actions help you automate responses and routing in Wati based on specific keywords or phrases sent by customers. When a customer's message matches a configured keyword, Wati can automatically send a reply, trigger an action, or route the conversation to the appropriate operator or team. This helps reduce manual effort, improve response times, and ensure customers are directed to the right resources quickly.
Instructions
What are Keyword Actions?
Keyword Actions are automation rules that trigger when a customer's message matches a configured keyword.
You can use Keyword Actions to:
Send automated replies based on keywords.
Match customer messages using different matching methods.
Attach predefined reply materials to keywords.
Automatically route conversations to operators or teams.
Keyword Matching Methods
Wati provides 3 keyword matching methods to help you control how customer messages are matched.
1. Exact Matching
With Exact Matching, the customer's message must match the configured keyword exactly for the Keyword Action to trigger.
Example
If the keyword is:
Tell me about your company information?
The Keyword Action will trigger only when the customer sends:
Tell me about your company information?
If the customer sends:
your company information?
the Keyword Action will not trigger.
2. Fuzzy Matching
With Fuzzy Matching, Wati checks whether the customer's message is similar to the configured keyword based on a percentage match.
The default matching threshold is 80%.
Example
If the keyword is:
Tell me about your company information?
and the customer sends:
your company information?
the Keyword Action may still trigger if the similarity score meets the configured threshold.
3. Contains Matching
With Contains Matching, Wati checks whether the configured keyword appears anywhere within the customer's message.
No matching percentage is required.
Example
If the keyword is:
your company
and the customer sends:
Can you tell me more about your company details?
the Keyword Action will trigger because the keyword appears within the message.
Note: Keywords used in Keyword Actions are not case-sensitive. For example, Support, support, and SUPPORT are treated as the same keyword.
Create a Keyword Action
Follow these steps to create a Keyword Action:
Define the keyword that should trigger the action.
Select a matching method:
Exact Matching
Fuzzy Matching
Contains Matching
Attach a reply material or action.
Save the Keyword Action.
Once saved, the Keyword Action becomes active and will trigger whenever a customer's message matches the configured conditions.
Use Keyword Actions for Chat Routing
Keyword Actions can also automatically route conversations to the appropriate operator or team.
Assign to Operator
Automatically assign a conversation to a specific operator when a keyword is matched.
Assign to Team
Automatically route a conversation to a predefined team when a keyword is matched.
Note: Chat routing is supported only with Exact Matching and Fuzzy Matching. Chat routing is not available when using Contains Matching.
Frequently Asked Questions (FAQs)
General
1. What are Keyword Actions in Wati?
Keyword Actions are automation rules that trigger when a customer's message matches a configured keyword. They can automatically send a reply, trigger an action, or route a conversation to the appropriate operator or team.
2. What can I use Keyword Actions for?
You can use Keyword Actions to:
Send automated replies based on keywords.
Match customer messages using different matching methods.
Attach predefined reply materials to keywords.
Automatically route conversations to operators or teams.
Keyword Matching
3. What keyword matching methods are available in Wati?
Wati supports 3 keyword matching methods:
Exact Matching – The customer's message must exactly match the configured keyword.
Fuzzy Matching – The customer's message must meet a similarity threshold.
Contains Matching – The configured keyword can appear anywhere in the customer's message.
4. How does Exact Matching work?
With Exact Matching, the customer's message must match the configured keyword exactly for the Keyword Action to trigger. If the message differs in wording or spacing, the Keyword Action will not trigger.
5. How does Fuzzy Matching work?
With Fuzzy Matching, Wati compares the customer's message with the configured keyword based on a similarity percentage. The default matching threshold is 80%, and the Keyword Action triggers when the similarity score meets the configured threshold.
6. How does Contains Matching work?
With Contains Matching, Wati checks whether the configured keyword appears anywhere in the customer's message. No matching percentage is required.
7. Are Keyword Actions case-sensitive?
No. Keywords used in Keyword Actions are not case-sensitive. For example, Support, support, and SUPPORT are treated as the same keyword.
Creating and Using Keyword Actions
8. When does a Keyword Action become active?
A Keyword Action becomes active after it is saved. Once saved, it triggers whenever a customer's message matches the configured keyword and matching conditions.
Chat Routing
9. Can Keyword Actions automatically route conversations?
Yes. Keyword Actions can automatically:
Assign a conversation to a specific operator.
Route a conversation to a predefined team.
10. Which keyword matching methods support chat routing?
Chat routing is supported only with Exact Matching and Fuzzy Matching. It is not available when using Contains Matching.