Welcome to WAPTO!
1. Overview
Keyword Triggers are the intelligent triggers of the Wapto automation suite. By mapping specific user inputs—ranging from simple greetings to complex product inquiries—to predefined Response Resources, you can ensure your customers receive instant, accurate responses 24/7, without any manual agent intervention.
2. Matching Intelligence
Effective automation requires precise keyword matching logic. Wapto offers five sophisticated matching methods to ensure your triggers are both flexible and accurate.
Exact Match
Triggers only if the user message matches the keyword exactly, character for character.
Contains
Triggers if the keyword is found anywhere within the user's message.
Partial Match (Typo Tolerance)
Uses fuzzy logic to handle slight variations or common typos in user input.
Starts / Ends With
Triggers if the message begins or ends with the specific keyword phrase.
3. Provisioning Protocol
Follow this 3-step workflow to establish a new keyword-based automated response.
Step 1: Trigger Definition
- Navigate to Keyword Trigger and click + New Keyword Action.
- Enter multiple variations of your keyword (e.g., "Hi", "Hello", "Hey").
- Select your preferred Matching Method.
Step 2: Asset Assignment
- Choose the Response Resources you want to send (Text, Image, Template, etc.).
- Use the category tabs to filter and search your material library.
Step 3: Validation & Launch
- Review the Summary panel showing your keywords and linked assets.
- Click Create Action to push the automation to live production.
4. Strategic Governance
Operational Synergy
- Conflict Resolution: If multiple keywords match a user query, the system triggers the most specific match first.
- Typo Management: Always enable Partial Match for critical support keywords to ensure users reach help even with misspelling.
- Multilingual Support: Add keyword variations in all languages your business supports (e.g., "Hi", "Hola", "नमस्ते").
Troubleshooting: If a keyword isn't triggering, verify that the Status is set to "Active" and check for overlapping keywords in higher-priority automation flows.