Using Automation - Keyword Action on WATI - Quick Guide

Summary

This video provides a comprehensive guide on using the 'keyword action' feature in automation. It explains how to set custom keywords, including different languages and emojis, with various matching methods like fuzzy matching and percentage-based matching. The tutorial also demonstrates how keywords trigger specific replies, such as text, documents, images, and videos. Users can configure multi-material responses and even route to operators or teams. This tool enables efficient and personalized interactions, ensuring an automated, responsive system for client communication.

Takeaways

• 😀 The 'Keyword Action' feature in automation allows you to trigger replies based on the client's input.
• 😀 Keywords can be customized in various languages, including emoji support.
• 😀 You can set fuzzy matching for keywords, allowing for slight typos or variations (e.g., 'halo' for 'hello').
• 😀 Exact match requires the client to type the keyword exactly as defined for it to trigger the action.
• 😀 The 'Contains' matching method allows the keyword to be detected anywhere within a sentence.
• 😀 If a client types a sentence like 'Hi, I would like to understand your opening hours', the system will match 'Hi' as a keyword.
• 😀 After the keyword is matched, you can choose various reply materials, such as text, documents, images, or videos.
• 😀 Multiple materials can be selected to respond at once. For example, text and a PDF document can be sent together.
• 😀 You can configure additional actions beyond replying, such as tracking flows, creating sequences, or routing to specific teams.
• 😀 The Keyword Action feature is highly flexible, allowing for a variety of configurations to suit different needs.

Q & A

What is the Keyword Action tool in the Automation tab used for?

The Keyword Action tool is used to trigger automated replies based on specific keywords or phrases typed by clients. This allows businesses to automate responses according to the client's input.

Can you set keywords in different languages or with emojis using the Keyword Action tool?

Yes, the Keyword Action tool allows you to set keywords in different languages or even using emojis, offering flexibility in matching various client inputs.

What are the different types of matching methods available in the Keyword Action tool?

There are three main matching methods: Exact Match, Fuzzy Match (based on percentage accuracy), and Contains Match (where keywords within a sentence are matched).

How does the Fuzzy Match method work in the Keyword Action tool?

The Fuzzy Match method allows minor typos or variations in the client's input. For example, if the keyword is 'hello,' a typo like 'h-a-l-o' will still trigger a match, as long as it meets the specified percentage of accuracy.

Can the Keyword Action tool match keywords that appear within a sentence?

Yes, with the Contains Match method, the tool can detect keywords even if they are part of a longer sentence, such as matching 'hi' in the sentence 'Hi, I would like to know your opening hours.'

What happens after a keyword is matched in the Keyword Action tool?

Once a keyword is matched, the corresponding automated response is triggered. This can include sending text, documents, images, videos, or other materials based on the configuration.

Is it possible to select multiple types of response materials for a single keyword match?

Yes, you can select multiple types of response materials. For example, a client typing 'hi' could receive both a welcome text message and a PDF document as replies.

What are some of the other actions you can configure besides sending a message in response to a matched keyword?

In addition to sending messages, you can configure actions such as tracking a flow, triggering a sequence, using contact attributes, or routing the conversation to a specific operator or team.

Can the Keyword Action tool be used for advanced routing of conversations?

Yes, the Keyword Action tool can route conversations to specific operators or teams based on the configured actions. This allows for better management and personalized responses.

How can the Keyword Action tool help businesses provide better customer service?

The Keyword Action tool automates responses based on client input, saving time and ensuring that clients receive prompt and relevant information. It also allows for flexibility in managing different types of inquiries and routing them to the right teams.