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How to use Keywords

Keywords are a great way to automate conversations inside your bot, and keep in touch with your Subscribers!

To create Keywords in your ManyChat account, head to "Automation" => "Keywords" and click the blue "+New Rule" button in the upper right corner.

There are 5 Rules you can set up for a Keyword:

Message is rule is actually very strict 

if there are any additional words, letters, or symbols, the automated message will not be triggered. The bot will recognize "Hello", "HELLO" and "hello" in the same way, though.

Message Contains — the more flexible option

This rule enables the bot to recognize the keyword in sentences. For example, if the Keyword is "Hello" and a user types "Hello, please send me further info" - the automated message will still be triggered.

NOTE 1: You have to be careful with short Keywords like "hi", "no", "you" because they can be triggered in many cases unintentionally with this Rule.

NOTE 2: If a user types two keywords in one message - the bot will fire the automated response for the first Keyword recognized, not reacting to the second one.

Message Contains Whole Word is a rule everybody has been waiting for

Imagine that you're creating a rule "Message contains like" and attaching a message, say, "Glad you like it!" to it. But what's going to happen if a user texts "dislike"? Correct, the same "Glad you like it!" message will be triggered! And this is where the rule gets really powerful - the bot will distinguish words like "hi" and "within" and will not send out the same automated reply.

Message Begins With: a clever way to automate common questions

This rule literally requires the Keyword to be placed at the beginning of the user's message so the automated message from your bot can be triggered.

Imagine creating a rule where if somebody types "can you" at the beginning of a sentence, a menu with options appears as an automatic reply!

Message Is Thumbs Up — the rule speaks for itself!

The automatic message will be triggered if a user sends a Like offered by Messenger.

NOTE: The rule will not work with Thumbs Up emoji.

How to choose a channel for a Keyword

Now there are two channels available for keywords - SMS and Messenger. You can choose what channel to use only when you create a keyword for the first time:

A keyword for each channel will be applied only to conversations in the corresponding channel, i.e. if you create an SMS keyword, it will only work if a subscriber sends that keyword to any phone number assigned to your ManyChat account. Phone numbers can be found in Settings:

Messenger keywords will work for conversations in Facebook Messenger.

How to add an automatic reply to a Keyword

When the Keyword is created, you'll see these sections on the right:

You can attach a certain automated message to a certain Keyword - create a new one or click "Select Existing" to choose the message from your Content. As soon as someone types the Keyword in a dialogue with your bot - the message you've set up is fired to the user.

If you want to assign multiple Keywords to one Rule, just make sure to separate them with commas:

You also can prioritize Keywords buy moving them up and down in the list.  

In this case, if the message contains both "sale" and "coupon" only the first Keyword will trigger. Rearrange the list and it works vise versa!

One last thing: when the bot doesn't recognize any keywords in the user's message, the Default Reply is triggered - you can edit the Default Reply in "Automation" => "Default Reply".
Hope this helps you make your bot even smarter!


Keyword doesn’t trigger response message

- first, make sure your Keyword is Enabled (toggle-switch in the 'Active' section is ON):

- while setting up multiple Keywords, separate them with commas and don't type "or" between these Keywords: the system automatically adds "or" before the last Keyword you've entered for the Rule - if you type "or" manually, that will most likely break the rule for the Keyword

- make sure the message flow attached to this Keyword is Published - a small yellow circle will indicate that there are some unpublished changes in this flow:

Keyword is triggering wrong flow

- please make sure the appropriate Rule is chosen for your Keyword(s): for example, "Message Is" and "Message Contains" rules will trigger your Keywords differently - please check descriptions of all rules in this article (scroll up a bit)