Introduction

Welcome to the "101 Mondays" series, a collection of beginner-friendly tutorials designed to help newcomers and even seasoned users master essential chatbot features.

Today, we delve into keywords, an often underrated yet powerful tool within chatbot platforms.

Keywords enable automation by triggering specific flows based on user input, making conversations more dynamic and responsive.

This guide explores the different types of keywords, their setup, filters, hot words, and how they can be used to enhance chatbot interactions.

Deep Dive into Keywords and Their Functionalities

What Are Keywords?

Keywords are predefined triggers that activate specific chatbot flows when a user types certain words or phrases. They serve as automated response initiators, streamlining user interactions and enabling efficient flow management.

Types of Keywords

Setting Up a Keyword

1. Navigate to Automation > Keywords.

2. Create a new keyword by clicking the "+" button.

3. Name your keyword (e.g., Support).

4. Configure filters:

   • If message is exactly — triggers only on exact matches.

   • If message contains — triggers on any message containing the keyword.

   • If message starts with — triggers if message begins with the keyword.

   • Other filters include message type (image, sticker, audio, location, thumbs up, etc.).

5. Optional reply message:

   • Static text (e.g., "Sure, how can we help?").

   • Use variables like first name for personalized responses.

6. Assign a flow or subflow to trigger upon activation.

Example: Support Keyword

• Name: Support

• Filter: If message contains "help"

• Reply: "Sure, how can we help?"

• Flow: Help Needed subflow

How to Use Filters Effectively

Filters refine when a keyword triggers a flow:

• Exact match: Triggers only if user message is precisely the keyword.

• Contains: Triggers if the message includes the keyword anywhere.

• Starts with: Useful for greeting or command initiation.

• Message type filters: Trigger based on media types or reactions (images, videos, location, thumbs up).

Experimentation with filters allows for tailored user experiences, ensuring relevant responses.

Managing Flows and User Responses

Inside a Flow

• Question nodes wait for user input.

• User responses can be stored in custom fields.

• Challenge: Users may get "stuck" inside a question node, preventing further flow triggers.

Overcoming Flow Limitations with Hot Words

Hot words are special keywords checked before processing question nodes, even if the user is mid-flow.

• Setup:

  • Enable hot word in the keyword settings.

  • Use hot word for urgent or interrupt keywords like Pricing.

• Benefit:

  • Allows users to break out of current flows.

  • Redirects users to relevant flows based on hot words, improving responsiveness.

Example: Hot Word for Pricing

• Create a keyword Pricing.

• Enable hot word.

• Connect to a flow detailing pricing info.

• Result:

  • User typing "pricing" during any flow will interrupt and be directed to the pricing flow.

Triggering Flows Based on User Input

Sending Users to Specific Flows

• Question nodes can pass users to other flows.

• Limitation: Users are stuck in the current question node unless explicitly redirected.

Using Hot Words for Flexibility

• Hot words override question nodes.

• When enabled, typing "pricing" during a question will trigger the pricing flow instead of continuing the current question.

Practical Example

1. User enters "Help" — triggers support flow.

2. Inside support flow, user responds.

3. User types "pricing" during a question node.

4. Hot word detects "pricing" and redirects to the pricing flow.

5. User receives relevant information without being stuck.

Resuming and Pausing Automation

Pausing the Chatbot

• Use pause features to temporarily halt automation.

• Example: Pausing for 30 minutes during a manual review.

Resuming with a Keyword

• Create a keyword like "continue".

• Connect to a flow that resumes automation.

• Implementation:

  • When user types "continue", the flow triggers.

  • The chatbot resumes normal operation.

  • The pause is lifted, and conversation continues seamlessly.

Example Flow: Resume Automation

• Flow Name: Resume Automation

• Trigger: Keyword "continue"

• Response: "Automation is now resumed."

• Outcome:

  • User's message resumes the chatbot.

  • The paused state is canceled.

Practical Testing and Validation

• Test by initiating conversations.

• Use keywords like help, pricing, or continue.

• Observe flow triggers and responses.

• Disable/enable hot words to see their effect.

• Confirm correct flow redirection and resumption.

Additional Tips and Best Practices

• Use variables in reply messages for personalization.

• Experiment with different filters to optimize triggers.

• Combine multiple keywords for complex automation.

• Leverage hot words to improve flow flexibility.

• Test thoroughly to ensure smooth user experience.

• Document keywords and flows for team clarity.

Summary

In conclusion, keywords are a vital yet often overlooked feature that can significantly enhance your chatbot's responsiveness and automation capabilities.

By understanding the different types—exact match, contains, starts with, hot words, and unpause keywords—you can craft more dynamic, flexible, and user-friendly conversations.

Proper setup of filters, hot words, and flow redirection ensures users are guided efficiently, even when they deviate from expected paths. Remember, experimenting with these features will unlock their full potential, leading to a more engaging and effective chatbot experience.