Keyword automations are a powerful way to provide instant answers to frequently asked questions, saving your team time and delighting your customers. Here are some practical examples you can set up in Automations > Keyword Rules.
Example 1: Pricing Inquiry
- Name:
Pricing Inquiry - Trigger Keywords:
price,cost,how much,pricing,rates - Action (Text Message): "Thanks for asking about our pricing! You can find a complete breakdown of all our plans and features on our pricing page here: [yourwebsite.com/pricing]. If you have any specific questions about a plan, let me know!"
Example 2: Shipping Information
- Name:
Shipping Policy - Trigger Keywords:
shipping,delivery,how long does it take,ship to - Action (Text Message): "We ship to all domestic locations within 3-5 business days. International shipping takes 7-14 days. You can find our full shipping policy, including rates, here: [yourwebsite.com/shipping-policy]."
Example 3: Booking a Demo
- Name:
Book a Demo - Trigger Keywords:
demo,book a call,see it in action,schedule a demo - Action (Template Message): Use a pre-approved template for this to include a button.
- Body: "Great! We'd love to show you a live demo. You can pick a time that works best for you on our scheduling page."
- Button: A "Visit Website" button with the text "Schedule Your Demo" linking to your Calendly or scheduling tool.
Example 4: Return Policy
- Name:
Return Policy - Trigger Keywords:
return,refund,exchange,return policy - Action (Text Message): "We offer a 30-day, no-questions-asked return policy on all our products. You can start a return and read the full policy details here: [yourwebsite.com/returns]."
Best Practices for Keyword Rules
- Think Like Your Customer: Use the words and phrases your customers actually use, including common misspellings if applicable.
- Keep it Focused: Create separate rules for different topics. Don't try to cram too much information into one automation.
- End with an Opening: Whenever possible, end your automated reply with a question like "Does that answer your question?" or "Is there anything else I can help with?". This encourages the conversation to continue if needed.
- Review and Refine: Periodically check your chat history to see what questions are still being asked frequently and create new rules for them.