This guide covers how to:
- Create a new keyword set
- Archive a keyword set
- Edit an existing keyword set
Note: At this time, this feature of Conversation Intelligence is still in development and not ready for general availability. This is not currently supported by the CallPotential team.
Create a New Keyword Set
By creating a Keyword set, selected locations, roles and specific users receive email notifications letting them know that certain words or phrases were discussed in calls. For example, notifications can be sent to locations when the word "bankruptcy" is mentioned. Additionally within the "bankruptcy" category, additional words can be included or specifically excluded. For example, notifications can also be sent when both "bankruptcy" and "chapter 11" are included in the same conversation.
- (A) New Keyword Set - Click to begin creating the new keyword set. In order to save the new keyword set, you'll to include a unique title, add a keyword, and select locations and users to receive email notifications.
- (B) Title - Enter the title. For best practice, we recommend creating only a 1-word title that summarizes the keywords it contains. The title will appear in your list of keyword sets and will appear in the alert email subject line so it should include something the user will be able to easily recognize. Note: Spaces are not allowed.
- (C) Keywords - For more information on how to enter keyword rules, please refer to the keyword syntax guide.
- (D) Settings - This is the second step in creating a keyword set and involves selecting the locations, roles, and specific people that will receive notifications. Continue to Step (E) to learn how.
Edit Settings
- (E) Search by Location Name - If you want to just assign one location to receive notifications and you know its name, enter it here. As you type the location's name, the list will dynamically update. Note: Assigning and Unassigning locations to receive email notifications works the same, just in reverse.
- (F) Select Location(s) from the List - If you see your intended location(s) on the list, click to highlight them. You can select multiple locations by pressing the Shift key on your computer and clicking the locations' name or all locations by pressing Shift on your keyboard and dragging your mouse over all the locations.
- (G) Assign/Unassign Location(s) - Once location(s) have been selected, either the assign (the right-facing arrow) or the unassign (the left-facing arrow) will become enabled. Click to move the selected location(s) to the other side.
- (H) Subscribed Roles - Select which roles assigned to a location will receive the email notification. By default, all users with the specific role will be included to receive notifications. You are able to select multiple roles.
Exclude Specific Users - Once a role(s) has been selected, the system will automatically include all users with that role to receive email notifications. You will need to select users you want excluded from receiving notifications. Note: As new users are added to the system with roles selected to receive notifications, they will automatically be included to receive notifications. You will need to manually exclude them if that is what you want.
- (I) Search by User Name - If you want to move just one user to the include or exclude list, enter their username here. As you type the username, the list will dynamically update. Note: Including and excluding names works the same, just in reverse.
- (J) Select User(s) from the List - If you see your intended user(s) on the list, click to highlight them. You can select multiple users by pressing the Shift key on your computer and clicking the name or all users by pressing Shift on your keyboard and dragging your mouse over all the users.
- (K) Assign/Unassign User(s) - Once user(s) have been selected, either the exclude (the right-facing arrow) or the include (the left-facing arrow) will become enabled. Click to move the selected user(s) to the other side.
- (L) Save - When you've finished configuring your keyword settings, Save will become enabled. Click to make this available for use.
Search for a Keyword Set
- (M) Search - If your list is long and you know the keyword set name you're looking for, entering its name here might be the most efficient way to find it. The list will dynamically update as you type, eliminating names that don't fit your search.
Archive a Keyword Set
- (N) Select Keyword Set - To archive a keyword set, you'll first need to select one. Do that by checking the box to the left of the specific set you want to archive.
- (O) Archive - Once a set has been selected, the Archive button becomes enabled. Clicking this will archive your selected keyword set. Note: Once Archived, it will no longer be functional.
- Unarchiving a Keyword Set - Unarchiving a keyword set works the same as archiving them with the exception that first you'll need to access the Archived list. You can do that by clicking the (P) Archived button. Note: Once Unarchived, it will become reactivated for those keywords.
Edit a Keyword Set
- (Q) Edit Pencil - Click to edit the specific keyword set. Once selected, editing a keyword set includes the same steps as creating a new one. Refer back to Steps (B) through (L) for instructions.
- (R) Save - Once edits have been made, your changed become active. Click this to save your changes.
