Keyword Automation is a powerful feature in TextCRM that allows you to send automatic replies to customers based on specific keywords they include in their messages. By setting up keyword-based triggers, businesses can enhance customer engagement and streamline their communication process without manual intervention.

What is Keyword Automation? #

Keyword Automation works by detecting predefined keywords in incoming messages from customers. When a keyword is identified, the system automatically sends a predefined response to the customer. Additionally, you can assign a flow or process to the keyword, allowing for more complex and personalized interactions.

Features of Keyword Automation

Automatic Replies:

• Instantly respond to customer queries without manual input.
• Provide consistent information, reducing response times.

Keyword Flexibility:

• Use multiple keywords to ensure broader coverage of customer inquiries.
• Detect exact matches or variations in phrases.

Flow Integration:

• Assign specific Chatbot Flows to keywords for more dynamic and personalized responses.
• For example, a keyword like “support” could trigger a flow that collects customer details before routing them to an agent.

Real-Time Activation:

• Once activated, the automation works in real-time, ensuring customers receive instant replies.

Use Cases for Keyword Automation

Customer Support:

• Automatically respond to frequently asked questions like “What are your working hours?” or “How do I contact support?”

Sales Inquiries:

• Trigger replies for product-related keywords like “price,” “availability,” or “discount.”

Engagement:

• Respond to casual messages like “hello” or “hi” with a welcoming reply.

Feedback Collection:

• Use keywords like “feedback” or “review” to initiate a flow that collects customer opinions.

Tips for Using Keyword Automation Effectively #

1. Keep Responses Simple:
   • Ensure the reply is clear, concise, and provides value to the customer.
2. Regular Updates:
   • Periodically review and update the keyword list and responses to match evolving customer needs.
3. Avoid Overlapping Keywords:
   • Ensure keywords in different rules do not overlap to avoid conflicting replies.
4. Test Before Activating:
   • Test the automation with sample messages to confirm it works as intended.
5. Combine with Chatbot Flows:
   • For more advanced use cases, link keywords to pre-defined flows for seamless customer interactions.

Keyword Automation in TextCRM simplifies communication by automating responses to customer messages. Whether it’s answering FAQs or routing customers to a chatbot flow, this feature saves time, improves efficiency, and enhances customer satisfaction. By leveraging this tool, businesses can maintain consistent communication and focus on higher-value tasks.