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Keyword Actions & Triggers

Summary​

Keyword Actions allow your organization to listen for specific words, phrases, or customer intentions on WhatsApp and immediately execute tailored automated responses. Whenever a customer texts a recognized keyword—such as asking for pricing, operating hours, a PDF brochure, or store directions—Wabixo can instantly send pre-saved reply materials, attach relevant tags to the conversation, launch multi-step interactive bot flows, or automatically route the chat to a specialized team.

All keyword rules are managed under Automations → Keyword Action (/dashboard/automation/keywordAction).

Accessing Keyword Actions​

  1. In the top navigation bar, click Automation.
  2. In the left-hand navigation sidebar under Automations, select Keyword Action.
  3. The page displays the directory of all currently active keyword rules, along with their matching method, linked reply materials, and real-time execution counts.
  4. To create a new rule, click the + Add Keyword Action button in the top-right corner.

Step-by-Step Rule Configuration​

Wabixo uses a clear, two-step configuration wizard to set up keyword rules:

Step 1: Keywords, Matching Method & Routing Targets​

  1. Add Trigger Keywords & Synonyms:

    • Type your primary keyword in the input box and press Enter (or click Add).
    • Enter common synonyms or related terms to ensure full coverage (e.g., PRICING, PRICE, FEES, COST, PACKAGES).
    • Keywords appear as interactive chips. You can remove any keyword by clicking the × icon.
    • Note: All keyword matching is case-insensitive (e.g., pricing, Pricing, and PRICING will all trigger the rule).

  2. Select Matching Method: Wabixo supports three distinct matching algorithms:

    Matching MethodHow It OperatesReal-World Example
    Exact MatchTriggers only if the customer's message consists strictly of the specified keyword (ignoring capitalization and surrounding whitespace).Trigger: PRICE
    • Customer texts "Price" $\rightarrow$ Triggers.
    • Customer texts "What is the price of haircut?" $\rightarrow$ Does not trigger.
    Contains MatchTriggers if the keyword appears anywhere within the customer's message sentence.Trigger: PRICE
    • Customer texts "Can you send me the price list?" $\rightarrow$ Triggers.
    Fuzzy MatchUses intelligent phonetic and typographical similarity (Levenshtein distance) to detect typos and spelling mistakes.Trigger: BROCHURE (at 80% threshold)
    • Customer texts "brochur", "brochuree", or "brocure" $\rightarrow$ Triggers.

    Threshold Recommendation for Fuzzy Match: Keep the similarity threshold set between 75% and 85%. A threshold set below 70% may result in false triggers during unrelated conversations.

  3. Assign Tag Automatically (Optional):

    • You can choose a pre-configured tag from the dropdown (e.g., "Pricing Lead", "VIP Interest", or "Support Inquiry").
    • When the rule fires, Wabixo automatically applies this tag to the customer's profile, making it easy to filter and segment conversations later.

  4. Set Assignment & Routing Target: Define how conversation ownership should be handled once the keyword fires:

    • Use Exact Current Behavior: Leaves the conversation in its current queue or general unassigned pool.
    • Assign to Team Group: Automatically routes the conversation to a departmental queue (e.g., Sales Team, Tier-2 Support, or Billing Desk).
    • Assign to Specific Agent: Instantly assigns the conversation directly to a designated team member.

  5. Click Next Step to proceed to material selection.

Step 2: Selecting Reply Material​

In the second step of the wizard, choose the response payload delivered to the customer upon trigger match:

  1. Browse Reply Materials:
    • Filter materials by Material Group or use the real-time search bar to find existing materials.
  2. Supported Material Payloads:
    • Formatted Rich Text: A structured message with bold text, bullet points, hyperlinks, and emojis.
    • Media Attachments: A high-resolution product brochure, PDF catalog, pricing image, or explainer video.
    • Interactive Button Menus: Quick-reply buttons (e.g., Book Appointment, View Pricing, Speak with Agent) that allow one-tap customer responses.
    • Interactive List Menus: Categorized menus with up to 10 selectable options.
    • Interactive Bot Flows: Direct the customer into a visual conversational decision tree built in the Bot Builder.
  3. Select the desired material and click Save Rule.

Keyword Performance Monitoring​

The Keyword Action directory table tracks live operational analytics for each configured rule:

  • Keywords: The complete list of phrases and synonyms attached to the rule.
  • Match Method: Displays the matching type (Exact, Contains, or Fuzzy with percentage threshold).
  • Assigned Target: The designated team group, specific agent, or default queue routing.
  • Triggered Count: A live counter displaying how many times customers have activated this rule.
  • Actions: Edit the rule settings, update linked reply materials, or delete inactive rules.

Best Practices for Keyword Design​

  1. Use Exact Match for Numeric or Menu Commands:
    • When building numbered menus (such as "Reply 1 for Sales, 2 for Support"), always use Exact Match for numbers (1, 2, 3) to prevent accidental triggers whenever a customer mentions a phone number or price in natural conversation.
  2. Use Contains Match for Explicit Intent Words:
    • Words like LOCATION, ADDRESS, STORE HOURS, or WIFI work best with Contains Match because customers often embed them in questions (e.g., "Where is your location in Sector 16?").
  3. Always Test with Real Typing Variations:
    • Before launching critical promotional keywords, test them from a secondary mobile phone using uppercase, lowercase, and common misspellings.

Customer Troubleshooting & FAQs​

Problem: Customer texted the keyword, but no automated reply was sent​

  • Why it happens:
    1. An agent was actively messaging the customer in the Team Inbox, activating the Human Takeover safeguard.
    2. The rule was configured with Exact Match, but the customer sent a full conversational sentence.
    3. The customer's 24-hour WhatsApp messaging window closed before the trigger.
  • How to fix it:
    • Check the match type: if customers commonly send full sentences, switch the rule from Exact Match to Contains Match.
    • If human takeover is active, the agent can manually reply or resolve the conversation to re-enable automated triggers.

Problem: The keyword rule fired accidentally during an unrelated conversation​

  • Why it happens: The rule was configured with Fuzzy Match and the similarity threshold was set too low (e.g., below 70%), causing normal conversational words to match by mistake.
  • How to fix it: Edit the rule in Automations → Keyword Action, increase the threshold slider to 80% or 85%, or switch to Exact Match.

Problem: Can multiple keywords be assigned to the same reply material?​

  • Yes. You can add dozens of synonyms (e.g., quote, quotation, estimate, pricing, cost) to a single rule so all variations trigger the same response without needing to duplicate materials.