How do I add a Keyword Action?

Nhi Luong Updated by Nhi Luong

Note: The user is allowed to create a maximum of 100 keywords only. For further information, please contact

How to access the 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

  1. 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"
  1. Choose one between 2 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: What the customer asks must match the keyword 100% in order to send a response. For example, we can define "Hi". So whenever customer say "Hi", the system will always reply nicely base on reply material
  1. Click "Next Step"

Step 2: Trigger Keyword

  1. In the second step, we can select a checkbox on top of existing reply materials, or click "Add text" to add new reply material. Note: WATI supports 3 different types of material including Text, Document, and Image.

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.

  1. Then click the "Save" button:

In the above screen there also have some other actions:

  • 1 - Return: Bring you back to the Summary page of "Keyword action" where it shows "Keyword Action List".
  • 2 - Previous: Bring you back to step 1 if you need to update anything.
  • 3 - Search: Search name or content of existing materials.
  • 4 - Edit an existing template.
  • 5- Delete an existing template.

How did we do?

What is Keyword Action?