On No Keyword Match
No Keyword Match is a bot trigger that activates when a customer sends a message, but none of your existing keyword-based bot journeys get triggered.
Keyword triggers work well when customers type expected words such as “pricing” or “support.” However, customers often send unclear or unexpected messages.
This trigger ensures that even if a customer message does not match any of your configured bots, DoubleTick can still respond automatically instead of leaving the conversation unanswered.
How This Trigger Works
Think of No Keyword Match as a fallback or backup bot.
For example:
You have already created multiple bot journeys in your account
Each bot handles a specific keyword or customer flow
A customer sends a message
DoubleTick first checks whether any of your existing bots match that message
If none of those bots trigger, then the No Keyword Match bot activates.
In short:
Bots 1 to 10 do not match
Bot 11 (No Keyword Match) runs automatically
This helps ensure that every customer message is handled, even when the input is unexpected.
Where to Use This Trigger
Use this trigger when you want full automation coverage for inbound messages, especially when:
Customers do not use the exact keywords you have set
Messages are vague or difficult to categorize
No other bot journey applies to the customer’s message
You want a safety net to avoid missed conversations
This trigger is ideal for making sure no customer is left without guidance.
How to Use It in Bot Studio
Open Bot Studio in DoubleTick
Create a new journey
Select the trigger: No Keyword Match
Design the fallback automation flow you want to run
Save and publish the journey
Once active, this bot will trigger only when no other configured bot journey matches the customer’s message.
Key Capabilities
Acts as a fallback trigger when other bots do not apply
Ensures complete automation coverage across inbound conversations
Helps guide customers even when inputs are unclear
Reduces missed chats and improves response consistency
Supports routing and clarification workflows
Common Use Cases
1. Human-Help Routing Bot
If the customer sends an unknown message, the bot can route the chat to a live agent.
Example: “Thanks for your message. Let me connect you with our team for assistance.”
2. Information Correction Bot
The bot can inform the customer that the input was not understood and provide valid options.
Example: “We could not understand your request. Please choose one of the following options: Pricing, Support, or Demo.”
3. Qualification Bot
The bot can ask clarifying questions to understand customer intent before routing.
Example: “Can you tell us what you are looking for today so we can assist you better?”
Example Use Case
A business has already configured 10 different bot journeys for keywords like:
Pricing
Support
Demo
Order Status
A customer messages:
“Hi, I need something urgently.”
This message does not match any of the existing keyword bots.
So instead of no automation running, the No Keyword Match trigger activates and the fallback bot responds by:
Asking the customer to choose the right category or
Connecting them to a human agent
This ensures every inbound message is handled properly.
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