22.1.2. Consent Keywords

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.

Consent is following the same rules and behaviour as per this article here.

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.

Explicit Opt In

The customer has Opted In (Explicit Consent) for communication by saying the Opt In Keyword that is configured.

Explicit Opt Out

The customer has Opted Out for communication by saying the Opt In Keyword that is configured.

Managing your Keywords

Creating a new Keyword

To create a new Keyword, do the following:

1. Navigate to the Keywords Tab in Salesforce

2. Select the New button in the top right corner

   

3. Enter in the details of your Keyword

   1. Keyword Text - This is the value of the Keyword that will be filtered for to initiate the keyword trigger

   2. Action - This will be the consent action, values are Opt In or Opt Out

   3. Description - This is an optional field for you to describe the Keyword

      

4. Click Save

Updating an existing Keyword

1. Navigate to the Keywords Tab in Salesforce

2. Select the dropdown arrow button to the right of the Keyword you wish to edit and press Edit

   

3. Edit the details of your Keyword

   1. Keyword Text - This is the value of the Keyword that will be filtered for to initiate the keyword trigger

   2. Action - This will be the consent action, values are Opt In or Opt Out

   3. Description - This is an optional field for you to describe the Keyword

      

4. Click Save

Deleting an existing Keyword

1. Navigate to the Keywords Tab in Salesforce

2. Select the dropdown arrow button to the right of the Keyword you wish to edit and press Delete

   

3. You will be prompted if you are sure you wish to delete this Keyword, press Ok to delete the Keyword