Keywords and Intents

How to create, edit, and delete keywords and AI intents

What are keywords?

A keyword is a word that new and existing members can text into your campaign to start a conversation.

Keywords can:

  • Opt-in new members
  • Trigger flows using Automations
  • Recognize exact keyword or synonym matches

A member must text in the exact keyword or keyword synonym to trigger an associated Automation. Because incoming messages need to match your keyword or synonyms exactly, make sure you direct your supporters to text in your keyword.

Keywords are not case-sensitive.

What are intents?

An intent is a set of words and phrases that uses artificial intelligence to recognize similar words and phrases in incoming messages. New and existing members can text into your campaign, and intents can start a conversation if there is a probable match.

Intents can:

  • Opt-in new members
  • Trigger flows using Automations
  • Recognize misspelled words and tenses of words, i.e. match the misspelled word “Acess" with the intent “Access"
  • Parse for root words in a larger phrase, i.e. match “I want to take action" with the intent “Act"
  • Identify words and phrases of similar meaning, i.e. match “I want to donate used clothes" with the intent “clothing drive"

Because intents use AI language models, members can text in words and phrases of similar meaning to trigger flows. Incoming messages are scanned for match probability against any existing intents. Include prompts in your messaging to make sure members text in a word or phrase with the same intended meaning.

Intents require at least 10 synonyms. Intents are not case-sensitive.

Tip: We recommend further training AI language models in the SMS Simulator by typing in potential incoming member responses and reviewing if an exact match could be made. Add synonyms to intents to make AI language models smarter. Learn more.

Can I use multiple keywords and intents in my campaign?

Yes! Using multiple keywords and intents is a great way to automate different flows with new and existing supporters.

Note: We recommend having a limited and distinct set of intents per campaign. If intents are too similar, possible matches may always have too low of an AI probability rating to trigger Automations.

Can I create a keyword or intent for compliance words (HELP, STOP, JOIN)?

No. We create and manage HELP, STOP, and JOIN auto-responses in our backend to ensure these auto-responses meet TCPA and CTIA standards.

What are synonyms?

Add synonyms to keywords and intents to capture more incoming message traffic. Synonyms let you assign similar terms to your keyword or intent, so if a member texts in a synonym they will trigger an automated keyword or intent flow. You can tag your keywords and intents with as many synonyms as you'd like.

Note: In order to create an intent, you must assign at least 10 synonyms. Unlike keyword synonyms, intent synonyms train AI language models to improve intent recognition.

Example: Tag your keyword NEW YORK with synonyms like NY,  NYC, and Empire State.  ‍

Interrupting keywords and intents

In cases where your keyword or intent should allow members to leave one flow and start another at any time, toggle Interrupt Flows to Yes.

Be mindful of which intents are enabled to interrupt. Intents scan every incoming message looking for a probable match. You may only need one interruptible intent in your campaign, for example, an easy way to message a local organizer in the Inbox.

The intent “Tenant Advocate" includes a variety of intent synonyms that will recognize when a member would like one-on-one help with an organizer.
Note: Interrupting keywords and Intents will never interrupt a Send and Hold simple message OR first name Collect Info bot action.

Strive will check first for potential matches with your flow's Response to Capture in Ask a Question bot actions, before checking if it matches with an interruptible keyword or intent.
How to create a keyword or intent:
  1. Go to the Keywords and Intents page.
  2. Click Add Keyword or Intent.
  3. Select if you would like to create a keyword or intent
  4. Type in your new keyword or intent
  5. Next, assign synonyms. Select +Add Synonym and begin tagging your keyword or intent with similar terms. While Strive does not require you to assign synonyms for keywords, it is highly recommended. Intents require at least 10 synonyms.
  6. Now you are ready to assign your keyword or intent to a flow via Automations! Note: An unassigned keyword or intent will trigger your default automation for new members only — existing members will not receive a response to an unassigned keyword or intent.

Learn how to sync keywords and intents with flows.

Tip: Adding keywords and intents will create a corresponding Intent group or Keyword group. Track any members that text in a keyword or intent by filtering for the group.
How to edit or delete keywords and intents:
  1. To Edit a keyword or intent, click the ellipses (...) and click Edit in the actions menu
  2. To delete a keyword, click the ellipses (...) and click Delete in actions menu

Note: You cannot delete a keyword that has been previously synced with a flow. In this case, you must delete the automation on the Automations page, before you will be able to delete the associated keyword.

How to train intents:
  1. Click the Expand SMS simulator button
  2. Type in potential incoming messages from members to see which intents match
  3. If a simulated message does not match with a desired Intent, expand possible matches and add the message as an intent synonym
    Note: Adding the message as a synonym will ensure the correct match is made in the future
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