Summary
Keyword Actions in WATI allow businesses to automate responses based on predefined keywords. This feature ensures that customer inquiries are answered efficiently, improving response time and engagement. 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. This guide explains how to:
Access the Keyword Action feature
Create a keyword action in two steps: Trigger Keyword and Set Reply Material
Understand different message-matching methods
Manage keyword actions effectively
Instructions
Accessing the Keyword Action Feature
To access this feature, click the Automation menu. On the left panel, click "Keyword Action". Click the button "Add keyword action".
The process to create new keyword action including 2 steps as below:
Step 1: Trigger Keyword
Click the button "Add Keyword +". Input the keyword into the popup. This will be checked when customers asking this keyword and respond accordingly. Then click "Save"
Choose one between 3 values in "Message matching methods":
Fuzzy matching: "contain". For example, we can define "Company Information" as a keyword with this matching method. Then the customer can ask any long question, as long as it contains "company information", it will be replied correctly:
+ Can I know about your company information?
+ Where to get company information?
Exact matching: The question that the customer asks must match the keyword 100% to send a response. For example, we can define "Hi". So whenever the customer says "Hi", the system will always reply nicely base on reply material.
Contains: If the question that the customer asks containing the keyword, it will return the reply. There are some specific notes for this type:
- CONTAINS will have higher priority than FUZZY MATCHING.
For example, the user has 2 keywords:
1: "How is the weather today?" with type = Fuzzy matching 90%
2: "weather" with type = Contain
==> When the customer asks "How is the weather today?", it will always return the reply of "weather"
- CONTAINS will have lower priority than EXACT MATCHING.
For example, the user has 2 keywords:
1: "How is the weather today?" with type = Exact Matching
2: "weather" with type = Contain
==> When the customer asks "How is the weather today?", it will always return the reply of "How is the weather today?"
- CONTAINS take reply from the first created keyword if there are many "contains" keywords in question.
For example, the user has 3 keywords:
1: "today", created from last month, with type = contain
2: "weather", created today, with type = contain
3: "rainy", created last week, with type = contain
==> When the customer asks "How is the weather today? Is it rainy?", it will always return the reply of "today" only, since the keyword "today" is the oldest one.
Click "Next Step"
Step 2: Set Reply Material
In the second step, we can select a checkbox on top of existing reply materials, or click "Add" to add new reply material. Note: WATI supports 12 different types of material including Text, Document, Image, Video, Stickers, Flows, Sequences, Contact Attributes, Templates, Send Notification, Assign to Operator, Assign to Team.
Please note that multiple reply materials can be chosen for the same keyword e.g. if 2 reply materials are chosen, it will send 2 messages to the customer.
Then click the "Save" button:
In the above screen there also have some other actions:
1 - Back: Bring you back to step 1 if you need to update anything.
2 - Cancel: Bring you back to the Summary page of "Keyword action" where it shows "Keyword Action List".
3 - Search: Search name or content of existing materials.
4 - Edit an existing material.
5 - Delete an existing material.
Frequently Asked Questions (FAQs)
General Questions
1. What are Keyword Actions in WATI?
→ Keyword Actions in WATI allow businesses to automate responses based on predefined keywords. This helps improve response time and engagement by ensuring that customer inquiries are handled efficiently.
2. 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.
3. Where can I access the Keyword Action feature?
→ You can access the Keyword Action feature by following these steps:
Click the Automation menu.
In the left panel, select Keyword Action.
Click the Add Keyword Action button.
Creating and Managing Keyword Actions
4. How do I create a new keyword action?
→ Creating a keyword action involves two steps:
Trigger Keyword: Add a keyword and select a message-matching method.
Set Reply Material: Choose an existing reply material or create a new one.
5. What are the different message-matching methods available?
→ WATI offers three message-matching methods:
Fuzzy Matching (Contain): The system checks if the keyword appears anywhere in the customer's message.
Exact Matching: The customer's message must match the keyword exactly.
Contains: The system responds if the keyword is present anywhere in the message, following specific priority rules.
6. How does priority work for message-matching methods?
Contains has higher priority than Fuzzy Matching.
Contains has lower priority than Exact Matching.
If multiple Contains keywords exist, the system replies using the oldest created keyword.
7. Can I assign multiple reply materials to the same keyword?
→ Yes, you can select multiple reply materials for the same keyword. If two materials are chosen, the system will send two messages to the customer.
Reply Materials and Notifications
8. What types of reply materials can I use?
→ WATI supports 12 different types of reply materials, including:
Text
Document
Image
Video
Stickers
Flows
Sequences
Contact Attributes
Templates
Send Notification
Assign to Operator
Assign to Team
9. How do I edit or delete an existing keyword action?
→ You can manage keyword actions in the Keyword Action List by:
Clicking Edit to modify an existing material.
Clicking Delete to remove a material.
10. Can I search for existing keyword actions?
→ Yes, you can use the Search feature to find keyword actions by name or content.
Additional Information
11. What happens if a customer's message matches multiple keywords?
→ If a message matches multiple keywords, WATI follows these rules:
Exact Matching takes precedence over Contains.
Contains takes precedence over Fuzzy Matching.
If multiple Contains keywords exist, the system responds using the oldest created keyword.