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. If a user wants to create more (up to 400 keywords), the user can consider upgrading the system to the PRO plan. For further information, please contact hello@wati.io

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 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.

  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?

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