Key Words
Jump to a part of your chatbot whenever a customer sends a specific word, at any point in the chat.
What it does#
Key Words lets customers jump to a part of your bot by sending a word, such as menu or agent, at any point in the chat. It works even while the bot is waiting for an answer to another question.
It stands on its own on the canvas: nothing connects into it. Each word has its own connection to where the chat should go. To move between steps inside a branch, use Jump.
Set it up#
- 1
Add Key Words
Drag Key Words onto the canvas and click it. It doesn't need an incoming connection.
- 2
Replace the initial row
Under Keywords, the first row says Remove. Replace it with your word, for example
menu, and click outside the field. - 3
Set Contain
Leave Contain off to match the exact word (upper or lower case doesn't matter). See below before turning it on.
- 4
Add and connect words
Click Add Word for more words. Connect each word to the step it should open, such as your main menu or Talk to a person.
- 5
Test actual messages
Click Preview, start answering a question, then send one of your words. The chat should jump to its step.
What your customer sees#
When a customer sends one of your words, the chat continues from that word's connection straight away. If they were in the middle of a question, the word isn't saved as their answer. Any other message is handled as usual.
How Contain works. With Contain on, a message matches when the whole message appears inside your keyword. For the keyword opening hours, the messages hours and opening match, but what are your opening hours? doesn't. With Contain off, only opening hours matches.
Common problems#
| Problem | Why | Fix |
|---|---|---|
| Connect every keyword to a next step. | A word has no connection | Connect it, or delete the row |
| A normal answer jumps somewhere instead of being saved | The answer is also a keyword, such as yes or 1 | Use distinctive words like menu |
| A short message jumps unexpectedly | Contain is on, and the message is part of a keyword | Turn Contain off |
| A sentence with the keyword in it doesn't jump | Only the exact word (or, with Contain, part of it) matches | Add the phrases customers actually send as extra words |
| Two words lead to the wrong place | Overlapping words have no fixed order | Remove the overlap, or connect them to the same step |
| The keyword does nothing | The bot isn't published, or the row still says Remove | Replace the row text and publish |