Sometimes user can ask a question which is not defined in the knowledge base of your bot but it contains some important keyword for you. In this case, you don’t want to leave the user without an answer. It is possible to reply to the question with the answer of the defined keyword.
It is possible to define keywords under the Keywords section in the admin panel.
For example, I don’t have any answer in my knowledge base for the phrase “can you please help me about botmake.io” but since I defined botmake.io as a keyword it is detected by a bot and answer presented to a user.
You can see my bot doesn’t have an answer for “can you please help me about botmake.io” but it still can answer because it contains botmake.io keyword.
This feature can increase the quality of the conversations really well.