How to Use ManyChat Keywords in 2023 (ManyChat Tutorial)
- In this video I will explain:
- What ManyChat keywords are
- How you need to use them
- And the best practices for customer support and marketing in 2023
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What are ManyChat keywords?
With Keywords, you can automatically reply when somebody messages you a certain word or a certain phrase, and they can trigger one of your ManyChat flows.
So in general, we use Keywords to drive users into one of our marketing/sales funnels or to automatically reply to questions your customers might have.
With ManyChat keywords, we have multiple options:
- Message is - Only triggers for precise word
- Message contains - Triggers if a message contains something
- Message contains whole world - Triggers if a message contains a whole world
- Message begins with - Trigger if a message starts with a certain phrase
- Message is thumbs up - Triggers if the message is thumbs up
Message doesn't contain - Triggers if the message does not contain a certain phrase
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General best practices
In general, it is good practice to account for misspellings and provide several variations of a phrase.
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Structure your Keyword Hierachy
ManyChat handles keywords in a hierarchy, in a certain order.
How ManyChat handles it currently, is that it first checks on the first keyword. If that doesn't match, it will check for the second keyword, and so on.
So you need to make sure that the specific keywords are matched first (opening times + amsterdam) and the general keywords are matched later (opening times).
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Best Practices for Customer Support
If it comes down to customer support, I often use a combination of the message contains.
For example, if we want to automatically reply when someone asks about the status of their return, I create a ManyChat keyword with
- Message contains return
- And message contains status
And if you also want to reply if someone asks a general question about returns, I would create a separate keyword with
Message contains return
So here, you first want to check if the message contains return status, and then you want to check if the message contains return.
And that’s where the keyword hierarchy comes into play.
So if it comes down to customer support, the keyword hierarchy is extremely important.
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Best practices for Marketing & Sales
If it comes down to Marketing, you want to drive followers to your marketing funnel.
The most important thing here is that you want to have a short word with one number.
Let’s say, we are giving away a free ebook.
Then you want to say “please send me a DM with EBOOK1”
Then in ManyChat, we use the Message is type of keyword.
So in this case, we use ebook1.
In general, we use a phrase that describes what the user is opting-in for or what they want to achieve:
Opting-in for an ebook - EBOOK
Opting in a for a checklist - CHECKLIST1
Opting in for a black friday promotion - BLACKFRIDAY1
Or what they try to achieve:
Grow your leads - GROW1
Gain more muscle - GAIN1
Get more sales - SALES1
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Contents:
Intro: (00:00)
What are ManyChat Keywords?: (00:17)
How to Set Up ManyChat Keywords: (00:45)
New feature: Keyword Conditions: (06:05)
Structure your Keyword Hierarchy: (07:48)
When to use what keyword?: (09:39)
Best Practices for Customer Support: (10:10)
Best Practices for Marketing & Sales: (11:50)