Using Keyword Groups in the Bot Builder

Giving your prospects and customers the option to freely type responses to your qualifying questions is a great way of learning more about their needs. With bot Playbooks, you can create keyword groups to direct the conversation based on the end users' responses!

In this doc, we'll cover

• What are keyword groups
• Creating keyword groups
• Saving keyword groups globally for future use
• Managing keyword groups 

What are Keyword Groups?

Keyword groups allow you to group together words that your site visitors may say in chat and allow you steer the conversation based on their responses. Keyword groups are commonly used to group “like responses" or acceptable responses such as industry is “auto” or “automotive”. 

Creating Keyword Groups within the Builder

Within Bot playbooks you have the ability to add, edit, and reuse keyword groups. In the builder, click the + icon in the Visitor responses output section under a Question node.

Clicking New keyword group will open up a model where you can create a set of keywords for either one time use or a saved keyword group for global use in multiple Playbooks.  Creating keyword groups within the question node will determine which group to match the response with.  

Creating a New Keyword Group

Click New keyword group and you'll be shown a modal where you can add keywords to the single use group or create a saved group. You can configure the group to recognize keywords or phrases that contain, equal, or are similar to the terms you enter.

Once you've added the relevant terms to the group, you can also set up actions to apply to that contact, including setting lead stage, mark as CQL, or apply an attribute.

When you're finished, click Save keyword group.

Using a Saved Keyword Group

Click the + icon in the output node under a Question and then click Saved keyword group. From there, you'll be able to select a saved keyword group from the dropdown in the modal that appears.

Once you've selected a saved keyword group, you can edit it from within the modal if you'd like to add or remove terms or change the name of the group.

You can also trigger the same actions here, such as mark as CQL, add an attribute, or set lead stage. Remember to save your keyword group!

Managing Keyword Groups in Your Settings

You can also manage all the keyword groups used across your playbooks within your Bot Settings. Click Saved Keyword Groups.

When you click in, you'll be able to create a new saved group as well as edit the keywords within existing groups. 

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