Social Keywords

Social Keywords are special words or phrases that, when detected within a consumer's LINE message, can be used to trigger an automated response containing content specific to the consumer's message.

Keyword-driven responses are typically used in LINE Two-Way Message Campaigns. This Campaign method allows you to create a more interactive experience with your customers. A Two-Way Campaign consists of two outbound messages. The first outbound message is typically a question, poll, or survey, and is defined as the primary Campaign message. The consumer receives this message, then sends back a reply. Cheetah Digital receives and parses this reply. Based on the presence of pre-defined Keywords in this reply, the platform submits the second outbound message containing content specific to the consumer's reply.

Note: Optionally, you can define a "frequency cap," which establishes a maximum number of messages that the system will send to each consumer within a 24-hour period. This frequency cap applies only to Keyword-driven responses, and is calculated separately for each Keyword, for each Campaign. The frequency cap must be enabled by a System Administrator. If you'd like to enable the frequency cap, please contact your Client Services Representative.

Keywords can be organized into groups, which allows you to link the same response content to all of the words or phrases contained within that group. By using Keyword Groups, you can create a list of similar words or spelling variations.

If a customer sends a LINE message with unrecognizable content, the system can be configured to reply with a default message. You can also set up a "Welcome" response message that gets sent when a new consumer adds your company as a "Friend." The default message and the "Welcome" message for your account are configured on the LINE Accounts screen.  

Access

The Social Keywords screen is used to build and manage Keywords and Keyword Groups for LINE messaging. This screen is accessible by the following method:

  • From the System Tray, select Campaigns > Execution > Social Keywords

Create a New Social Keyword Group

This topic describes how to create a new Social Keyword Group for the purpose of sending custom responses. If the consumer sends a LINE message that contains one of these Keywords, the system will reply back with a custom response message, rather than the default response message.

Custom responses are defined at the Campaign level, and are part of the Campaign configuration (see Campaign Configuration: LINE for details). The default response message is defined at the account level (see LINE Account for details).

The platform provides two options for parsing the consumer's response to identify Keywords:

  • Whole word only -- The consumer's response must consist of ONLY the exact Keyword text string.

  • Regular Expression capture -- The consumer's response must either match or contain the Keyword text string anywhere within the message.

For example, let's say you define the Keyword Group with the Keyword COUPON in it, as a "whole word only." You assign this Keyword Group to a Campaign, deploy your Campaign, and the consumer replies back with:

  • Coupon -- In this case, the consumer's response exactly matches the Keyword, so the system would send the custom response message defined for this Keyword Group.

  • Thanks, I love coupons! -- In this case, the consumer's response does not exactly match the Keyword, so the system would send the default response message.

  • Cupon -- In this case, the consumer's response does not exactly match the Keyword, so the system would send the default response message.

Next, let's say you enable Regular Expression capture for the COUPON Keyword. You assign this Keyword Group to a Campaign, deploy your Campaign, and the consumer replies back with:

  • Coupon -- In this case, the consumer's response matches the Keyword, so the system would send the custom response message defined for this Keyword Group.

  • Thanks, I love coupons! -- In this case, the consumer's response contains the Keyword ("coupons"), so the system would send the custom response message defined for this Keyword Group.

  • Cupon -- In this case, the consumer's response does not match or contain the Keyword, so the system would send the default response message.

To create a new Social Keyword Group:

  1. Above the list of existing Social Keyword Groups, click the New Item button.

  2. A New Social Keyword Group pop-up window is displayed. In the Name field, enter a name for the new Social Keyword Group.

  3. Click save new item. The Workspace is refreshed to show the Keyword Group detail screen.

  4. The Social Keywords section is used to define all of the Keywords in this group. In the Add New Keyword field, enter a Keyword.

  5. Optionally, to enable Regular Expression capture for this Keyword, place a check mark in the Regex Capture check box. If you leave this check box unchecked, then the system will utilize the whole word only method of identifying the Keyword.

  6. Click the add button (plus-sign icon). The Keyword is added to the list of Keywords in this Keyword Group.

Note: Once you've added a Keyword, the user interface doesn't provide an indication of which Keywords have Regular Expression enabled.

  1. Repeat step 4 - 6 as needed to define more Keywords for this Keyword Group.

  2. Optionally, you can assign one or more tags to your Social Keyword Group. To assign a tag, click on the Add tag field in the Edit > Tags section of the Tool Ribbon. The system displays a pop-up menu of all the existing tags. You can select one of these tags, or type in a new one and press Enter. You can repeat this process to add more tags. To remove a tag, click the X icon next to the tag label.  

  3. When finished, click Edit > Actions > Save in the Tool Ribbon.

Copy a Social Keyword Group

To copy an existing item to use as the basis for a new item:

  1. Search for the desired item (see Search for an Item for more details).

  2. Click on the item name. The main item screen is displayed and populated with the details of the selected item.

  3. In the Tool Ribbon, click Edit > Actions > Save as. A Save as dialog box is displayed.

  4. Enter a name for the new item.

  5. By default, the new item will be saved in the same folder location as the base item. Optionally, click the magnifying glass icon to browse to and select a different folder location.

  6. Click save a copy. The system creates a copy of the selected item.

View or Edit a Social Keyword Group

If a Social Keyword Group is currently in use in an active LINE marketing campaign, then you should take care in making any changes to that Keyword Group, as those changes will impact that Campaign. For reference purposes, the "Active Campaigns" section of the screen lists all of the currently active Campaigns that are using this Social Keyword Group.

To view or edit an existing Social  Keyword Group:

  1. When the screen is displayed, a list of all the current Social Keyword Groups is displayed in the left-hand side of the Workspace. Optionally, you can filter this list by typing in all or part of a Social Keyword Group name in the Search by Name field.

  2. Click on the Social Keyword Group that you want to view. The Workspace is refreshed to show the details of the selected Social Keyword Group.

  3. Optionally, to view detailed information about the Keyword Group, click the Social Keyword Group tab in the Tool Ribbon. The Item Details screen is displayed, showing who created the item, who modified it last, and what the last actions taken on the item were. On this screen, click Related Items in the Function Menu to see other items in the system that reference or utilize this Social Keyword Group. When finished, click the Edit tab in the Tool Ribbon to return to the main edit screen.

  4. Make any necessary changes to the Social Keyword Group:

        • To add a Keyword to this group, enter a Keyword in the Add New Keyword field, then click the add button (plus-sign icon).

        • To remove a Keyword from this group, click the remove button (X icon) next to the Keyword

  5. Optionally, to rename the Social Keyword Group, click Edit > Actions > Rename. A Rename Item dialog box is displayed. Enter a new name for the Social Keyword Group, then click save new name.

  6. Optionally, you can assign one or more tags to your Social Keyword Group. To assign a tag, click on the Add tag field in the Edit > Tags section of the Tool Ribbon. The system displays a pop-up menu of all the existing tags. You can select one of these tags, or type in a new one and press Enter. You can repeat this process to add more tags. To remove a tag, click the X icon next to the tag label.  

  7. To save your changes, click Edit > Actions > Save in the Tool Ribbon. The system will prompt you with a warning message that changing the Social Keyword Group may impact any currently active Campaigns. Click ok to confirm or cancel to discard your changes.

Delete a Social Keyword Group

To delete an item:

  1. Search for the desired item (see Search for an Item for more details).

  2. Click on the item name. The main item screen is displayed and populated with the details of the selected item.

  3. In the Tool Ribbon, click Edit > Actions > Delete. A confirmation dialog box is displayed.

  4. Click delete item to confirm the deletion.

Foldered items are moved to the Recycle Bin. Non-foldered items are permanently deleted.