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Keywords

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  1. Keywords

The Keywords setup allows message interrogation to be specified by channel and split into the message body or subject or both. This provides the ability to manage messages via;

 

  • phrases and regular expressions
  • separate requirements for different channels
  • enhance routing and reporting through use of categories

 

To locate the Keywords page go to Administration à Keywords

 

 

 

The Keywords Setup allows Admin users to specify what happens to messages which do not match the rules specified, as well as those messages that do.

 

 

  • Output State for unmatched messages
  • Where messages should be directed if they do not match any of the rules specified by the Keywords configured for the site.
  • Message Template name for unmatched messages
  • Insert the auto response message to be sent to the customer where their message does not match any keywords set up if required.
  • Category name for unmatched messages
  • Insert the category that any unmatched messages are to be classified as, if required. 
  • Sub Category name for unmatched messages
  • Insert the sub-category that any unmatched messages are to be classified as, if required.  Note this field is only visible if the system setting for Sub Categories is enabled, refer to your reseller if sub categories need to be enabled / disabled.

 

This Keyword Setup specifies the process flow of each individual matching, or non-matching message.  Keywords are set up under Administration ‘‘Keywords”. 

 

To add a keyword:

 

 

Click on the ‘Add Keyword’ button.  The following screen appears;

 

All Features Enabled

 

 

  • Priority
  • Messages are processed by priority – note – if there are two keywords in one message, Multichannel will use the priority to identify which rule should be applied.  Refer to the skills section of this manual – How do Rule Priorities work for how details of how this is determined within Multichannel.  Applicable to Enterprise edition only.
  • Status
  • On
  • Off
  • Match Type
  • This is where the message will have a keyword or phrase that confirms to the match types below:
  • Equals
  • Contains
  • Ends With
  • Regular Expressions (regex rules)
  • Starts With
  • Keywords
  • Enter the keywords or phrase.
  • Auto Response
  • Select the auto response message from the list to return to the customer where the match type is successful. Where keywords apply to both SMS and Email then an auto response template of the same name must be setup on both channels.
  • Output State
  • Select the output state of messages that meet the keyword criterion. Note – the output states available to Admin users are Agent Router, Send Auto Response, and Message Closed.
  • Output state: Four default output states are available to admin users.  These specify the next action the message will progress through. These are;
  • Agent Router: where the message needs further processing after the auto reply has been sent, and should be delivered to any user on a first in, first out basis.
  • Send Auto Response: where further Auto Response rules by time may apply to the message.
  • Message Closed: no further action is required.
  • Any other output state that appears will be those that have been created by your reseller within keywords specifically for your site.  If you want an output state that does not appear currently please refer to your reseller.
  • Message Priority
  • Increase or decrease the priority for messages which fall into this keyword criterion. Priority values are between 0 and 255.  Refer to the section of this manual – How messages are prioritised in the queue for details of how this is determined within Multichannel.
  • Category
  • Select the category that messages meeting these keyword criteria should be categorised as. The category that is assigned must be applicable to the inbound message that you want to process e.g. if the channel = SMS then the category must be set to apply to inbound SMS messages.  If the channel = email and SMS then the category must be set to apply to email ‘in’ and SMS ‘in’ messages.
  • Sub Category
  • Select the sub category, if necessary, that messages meeting these keyword criteria should be sub categorised as. The sub category that is assigned must be applicable to the inbound message that you want to process e.g. if the channel = SMS then the sub-category must be set to apply to inbound SMS messages.  If the channel = email and SMS then the sub-category must be set to apply to email ‘in’ and SMS ‘in’ messages.  Applicable to Enterprise editions only.
  • Channel
  • Enter channel for matching messages on:
  • SMS
  • Chat – applicable to subject only
  • Email – Subject and / or Body
  • Twitter
  • Facebook
  • Chat
  • Processing Rules
  • Pre-process; 
  • Ticking this ensures the system “cleans” text of non-alphanumeric characters as well as changing text to the same case prior to looking for a match.  This should not be checked if regular expressions are in use.
  • Fuzzy Matching:
  • This allows for a less than 100% match to be considered successful. Note – Match Type “Equal” is the only type used when Fuzzy Matching is required. This is particularly useful when you want the key words to be case insensitive – e.g. alert, ALERT, Alert
  • Fuzzy Matching %
  • The fuzzy match percent is based on the minimum number of operations needed to transform one keyword into another; where an operation is an insertion, deletion, or substitution of a single character.

 

Within this screen we can determine not only what the keyword is, but also what auto response is required based on the keyword, what output state per keyword and also what categories messages matching that keyword are to be categorised as.

 

The specifications for unmatched messages should generally be left per the initial site setup as this will control where the message goes next.

 

To delete a Keyword, click on the Delete icon   in the summary line and then confirm you wish to delete the keyword or select cancel to retain the keyword.

Click on ‘Add Keyword’ to add additional keywords, or edit the keyword rule by clicking on the Edit icon   in the summary line.

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