Keyword groups allow you to group together words that your site visitors may say in chat and allow you steer the conversation based on their responses. Keyword groups are commonly used to group “like responses" or acceptable industry responses 

In this doc, we'll cover

• Creating keyword groups
• Saving keyword groups globally for future use
• Managing keyword groups in your settings

Creating Keyword Groups within the Builder

Within Bot playbooks you have the ability to add, edit, and reuse keyword groups. In the builder, click the + icon in the Visitor responses output section under a Question node.

 

Clicking New keyword group will open up a model where you can create a set of keywords for either one time use or a saved keyword group for global use in multiple Playbooks.  Creating keyword groups within the question node will determine which group to match the response with.  

Creating a New Keyword Group

Click New keyword group and you'll be shown a modal where you can add keywords to the single use group or create a saved group. You can configure the group to recognize keywords or phrases that contain, equal, or are similar to the terms you enter.

 

Once you've added the relevant terms to the group, you can also set up actions to apply to that contact, including setting lead stage, mark as CQL, or apply an attribute.

When you're finished, click Save keyword group.

Using a Saved Keyword Group

Click the + icon in the output node under a Question and then click Saved keyword group. From there, you'll be able to select a saved keyword group from the dropdown in the modal that appears.

 

Once you've selected a saved keyword group, you can edit it from within the modal if you'd like to add or remove terms or change the name of the group.

You can also trigger the same actions here, such as mark as CQL, add an attribute, or set lead stage. Remember to save your keyword group!

Managing Keyword Groups in Your Settings

To manage Keyword Groups in settings:

1. Log into Drift: Using your admin login credentials, log into Drift.
2. Navigate to Settings: Click on your profile icon on the lower left, and select Settings.
3. Access your Settings: Click on Chatbot under App Settings.
4. Access Saved replies: Under the Settings tab, click Edit in the Keywords, tags, and saves replies section.
5. Click the Keywords tab and click the Create saved keyword group button.

When you click in, you'll be able to create a new saved group as well as edit the keywords within existing groups.