Exclude Keywords
What are Exclude Keywords?
Exclude Keywords lets you configure words or phrases that should be excluded from automated processing. When an incoming message contains an excluded keyword, the system skips automatic actions like chatbot responses or lead qualification — allowing a human agent to handle the conversation instead.
Why use Exclude Keywords?
| Use case | Example |
|---|---|
| Sensitive topics | Exclude words like "complaint", "legal", "refund" from chatbot handling |
| VIP customers | Exclude specific terms that indicate the customer needs personal attention |
| Opt-out phrases | Ensure messages with "stop", "unsubscribe" are handled by the system correctly |
How to get there
- Log in to the portal
- In the left sidebar, click Settings
- Click Exclude Keywords
Managing Keywords
Adding a Keyword
- Click Add Keyword
- Enter the word or phrase
- Click Save
The keyword is immediately active — messages containing this keyword will bypass automated processing.
Removing a Keyword
- Find the keyword in the list
- Click the Delete button
- Confirm the deletion
How Matching Works
- Keywords are matched case-insensitively — "STOP" matches "stop", "Stop", etc.
- The match checks if the keyword appears anywhere in the message
- Multiple keywords can be active at the same time
Tips
- Start with common opt-out phrases — "stop", "unsubscribe", "cancel"
- Add escalation keywords — "speak to agent", "human", "manager"
- Review regularly — Add keywords based on conversations that should have been escalated to humans