Keyword Automation in TextCRM is a dynamic feature that allows businesses to automatically respond to customer messages based on predefined keywords. Currently, the system supports assigning Chatbot Flows for keyword-triggered automation, ensuring seamless interaction and routing of customer inquiries. However, the next sprint update will introduce enhanced capabilities to further enrich the automation process.

What’s New in the Next Sprint? #

The upcoming update will enable users to assign additional types of content to keywords, making the automation process more versatile and engaging. Alongside Chatbot Flows, the following features will be supported:

1. Image Assignments:
   • Automatically send images relevant to the customer’s query.
   • Example: If a customer asks about a product, the system can send a product image.
2. PDF and File Assignments:
   • Share important documents, guides, or brochures directly with customers.
   • Example: Send a user manual or pricing document when triggered by a keyword.
3. Meta Templates:
   • Assign pre-designed templates for structured and professional responses.
   • Example: A template with rich media and call-to-action buttons for marketing campaigns.
4. Quick Reply Templates:
   • Offer pre-configured reply options to customers, enabling them to quickly select their next action.
   • Example: Provide options like “Contact Support,” “See Pricing,” or “Leave Feedback.”

Key Features of the Next Update #

1. Multiple Assignment Options:
   • You can assign images, files, templates, and quick replies alongside Chatbot Flows for a richer customer experience.
2. Automation with Time Zones:
   • All automated responses will respect the default time zone or specific time zones configured for your business.
3. Versatile Routing:
   • Use this feature to intelligently route customers based on their responses or interactions with the assigned content.
4. Enhanced Workflow:
   • Create more engaging and comprehensive automation workflows that combine visual, textual, and interactive elements.

Steps to Use Enhanced Keyword Automation #

1. Navigate to Keyword Automation:
   • Go to Automation > Keyword Automation.
2. Create or Edit a Keyword Rule:
   • Click Create New Keyword Automation or Edit an existing rule.
3. Define Keywords:
   • Enter the keywords that will trigger the automation (e.g., “Price,” “Support”).
4. Assign Content:
   • In the next sprint, you will be able to choose from the following options:
     • Chatbot Flow: Assign an existing flow for interaction routing.
     • Image: Upload or select an image to send.
     • PDF/File: Upload documents or files for automatic sharing.
     • Meta Template: Choose a pre-designed meta template for structured responses.
     • Quick Reply Template: Provide actionable reply options for the customer.
5. Configure Automation Settings:
   • Set the time zone or schedule specific automation rules based on your business’s operational hours.
6. Save and Activate:
   • Save the rule and toggle it ON to activate the automation.

Use Cases for Enhanced Keyword Automation #

1. Product Support:
   • Send troubleshooting guides (PDF) or quick replies like “Start Chat” or “Call Support.”
2. Sales and Marketing:
   • Share promotional images, brochures, or rich media templates to attract potential buyers.
3. Customer Onboarding:
   • Use quick reply templates to guide new customers through account setup or feature usage.
4. Documentation Sharing:
   • Provide important legal documents, user manuals, or policy updates automatically.

Benefits of the Update #

1. Improved Customer Engagement:
   • Leverage multimedia content to create a richer customer experience.
2. Efficiency and Scalability:
   • Automate repetitive tasks with a wide variety of content types, saving time and resources.
3. Dynamic Responses:
   • Tailor responses to meet the specific needs of your customers based on keywords.
4. Time Zone Optimization:
   • Ensure timely responses by respecting the customer’s or business’s time zone.

Release Timeline #

The new features, including image, file, meta template, and quick reply template assignments, are planned for release in the next sprint. Stay tuned for updates and detailed tutorials once the features are live.

The upcoming enhancements to Keyword Automation will transform how businesses interact with their customers. By enabling multimedia assignments and time-zone-based configurations, TextCRM ensures a richer and more efficient communication process. These updates will help businesses provide quick, personalized, and visually appealing responses to customer inquiries, improving both engagement and satisfaction.