The Natterbox Keywords area allows you to manage which phrases, words, or strings can be configured and what action they will perform. A good example of this is that you may have the word “UNSUBSCRIBE” which acts as an Opt Out of messaging. This means that if this message is received then the Natterbox Messaging service will update the Consent status in Salesforce for that conversation to Opt Out. The agent will be notified of this in the conversation and will not be able to send anymore messages in this conversation.
Keyword Actions
When a keyword event happens in the conversation, you will see the following line delineations appear in the conversation history after the keyword message that triggered it.
Opt In
.png?sv=2022-11-02&spr=https&st=2025-08-05T23%3A57%3A42Z&se=2025-08-06T00%3A08%3A42Z&sr=c&sp=r&sig=SmXLzOawcnJAHFyrxE1I%2FQ6XjMzYZMoHRD3FLhM007g%3D)
The customer has Opted In (Explicit Consent) for communication by saying the Opt In Keyword that is configured.
Opt Out
.png?sv=2022-11-02&spr=https&st=2025-08-05T23%3A57%3A42Z&se=2025-08-06T00%3A08%3A42Z&sr=c&sp=r&sig=SmXLzOawcnJAHFyrxE1I%2FQ6XjMzYZMoHRD3FLhM007g%3D)
The customer has Opted Out for communication by saying the Opt In Keyword that is configured.
More information on setting up Keywords can be found here.