Our system supports the ability to rank keyword-based triggers for both Instagram (IG) and WhatsApp (WA).
This feature is particularly useful in scenarios where in certain situations, a customer's message may contain keywords that match multiple flows.
To ensure the most appropriate flow is executed, you can configure a ranking system for these keyword-based triggers.
How It Works
Keyword Assignment: Each flow with a similar keyword is assigned a rank. Lower numerical values indicate higher priority.
Message Evaluation: When a customer sends a message, the system scans for keywords.
Flow Execution: If the keyword can trigger multiple flows, the system will execute the flow corresponding to the flow with the lowest rank i.e with highest priority.
Benefits
Precision: Ensures that the most relevant flow is triggered based on keyword priority.
Efficiency: Streamlines customer interactions by minimising the chances of triggering incorrect flows.
Flexibility: Allows for easy adjustments to keyword rankings as business needs change.
Example
Suppose you have two flows:
Flow A triggered by the keyword beginning with "order" with a rank of 2.
Flow B triggered by the keyword containing "now" with a rank of 1.
If a customer message includes "order now" the system will trigger Flow B because it has the lower rank.
Steps to Add and Organise Keyword Flow Rankings:
1. Navigate to Journeys Home Page
Start by going to the Journeys home page.
2. Open Keyword Flows Ranking
Locate the "Keyword Flows Ranking" section and click on it to open.
3. Display and Set Flows
You will see a list of all added flows.
Identify the flows you want to order.
Arrange them according to your requirements.
4. Save Changes
After setting the flows as needed, save the changes to apply your new ranking. Saving the changes is important as on navigating back without save, changes gets discarded.
The above steps are same for Instagram also.
FAQs
1) What happens when I add a new flow?
When you add a new flow, it will be placed at the end of the ranking list by default. You can then move it to a different position if needed to adjust its priority.
2) Will the ranking configuration apply to both Instagram and WhatsApp?
No, the ranking configuration for keyword-based triggers is separate for Instagram and WhatsApp, You need to configure for them separately.
The configuration steps remain the same.
3) Can I change the ranking order after flows have been added?
Yes, you can change the ranking order at any time. Simply go to the Keyword Ranking Screen and rearrange the flows as needed.
For further assistance or to raise feature requests related to Keyword Flow Ranking, please contact [email protected]