Global Keywords

The Global Keywords feature helps chatbot developers improve user experience by creating specific keywords that redirect users to different parts of the flow.

The Global Keywords feature is an essential tool for chatbot developers who want to improve their users' experience. By setting up specific keywords, the Global Keywords feature can redirect users wherever they want to go in the chatbot's flow. This means that users can find what they are looking for faster and smoother, without having to navigate through various menus.One of the most important characteristics of the Global Keywords feature is that it works independently of other blocks.

This means that it doesn't require an entry connection, but you must connect each keyword to its respective point in the flow, ensuring that the bot doesn't stop suddenly. You can have multiple Global Keywords blocks in your bot, with different keywords for each of them, giving you the possibility to create groups of keywords that will all lead to the same part of the flow, and other keywords to another part of it.

However, it's important to note that the feature is case-sensitive, so you must ensure that the keywords you set will remain as they are. Additionally, the keywords will only work for one word at a time, so you can't enter two or more words in one of the cells of the block. These keywords won't be triggered in a Human takeover chat, and they'll only work in the bot's flow itself.To see how the Global Keywords feature works in practice, let's take a simple example.

Suppose you create a Global Keywords block with keywords such as "start," "close," "agent," and an emoji when the customer is angry. By connecting each keyword to its respective point in the flow, users can trigger the keywords without knowing it, and the flow will automatically redirect them to where they need to go.

The feature works the same way for WhatsApp and Messenger bots, and the only difference is that in these platforms, the text field is constantly being used, meaning that the global keywords can be triggered more often through user messages.In conclusion, the Global Keywords feature is a powerful tool for chatbot developers looking to enhance their users' experience.

By setting up specific keywords, you can create multiple flows inside the bot, making it easier for users to find what they need. By understanding the feature's characteristics, creating a simple example, and viewing it from the user's perspective, you can make the most of the Global Keywords feature and provide your users with an excellent chatbot experience.

00:00 Intro

00:31 Feature characteristics

02:23 Simple example

03:37 User’s perspective

04:11 WhatsApp and Messenger

04:30 Recap

Key takeaways

  • What's the Global Keywords block
  • How to use the feature
  • What's the Global Keywords block
How to use the feature