Be told when a customer writes certain words

Words to watch tells you when a customer writes a word that needs you — for example «refund», «cancel», «complaint» or «allergy».

1. Open Account › Notifications.
2. Under Words to watch, switch on A customer writes one of these words.
3. In Add a word, press Enter, type a word and press Enter. Add as many as you need, in each language your customers use.
4. Choose who is told, and Email or App.

Try it quietly first

5. Switch on Try it quietly for 14 days first. Matches show under Recently sent, marked «Trial — nobody was told», and nobody gets an alert.
6. When you are happy with the words, switch the trial off.

Good to know

• It watches every channel.
• Until you add at least one word, nothing is watched — the row says so.
• Remove a word with the × on its chip.
• Choose Whoever is assigned so the person handling the conversation hears it first.