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Use keyword recognition effectively

Recognize keywords users type in chat and automatically reply with the right flow or a text message.

5:53 video8 stepsUpdated 2026.09.28

Even when your chatbot is ready, users often skip the buttons and type things like “Сайн уу” (Hi), “Үнэ хэд вэ?” (How much is it?) or “Мэдээлэл авъя” (I'd like information), or just a product name. With Keywords (Үг таних), you choose which flow or text reply the bot sends for such words. Before you start, prepare the flows you want to send, for example products or services, the main menu, contact details such as address and phone, or connecting to a staff member.

Open Keywords

In the left menu, open Keywords (Үг таних), just above Broadcast Messages (Зарлал). This is where you teach the bot your keywords.

Add a new keyword

Click Add in the top right corner. Two sections appear: User Message and Bot Response.

Choose the flow to send

In Bot Response, with Flow selected, pick the flow you prepared from the list, for example your main menu flow (Main menu).

Enter the keywords

In User Message, enter the words users might type. For example, you can send the main menu whenever someone types a greeting.

People write in different ways, so add every variant you can think of. Click Add More to add a new line:

  • English: hi, hello
  • Mongolian in Latin letters: sain uu, sn uu
  • Mongolian in Cyrillic: сайн уу, сайн байна уу, сн бн уу, байна уу

Or reply with text

If you choose Text Message in Bot Response, the bot sends a text message instead of a flow to anyone who types the keyword. For example: “Сайн байна уу. Манай чатботод холбогдсонд баярлалаа. Та автомат хариулагчаас мэдээллээ авна уу.” (Hello, thank you for contacting our chatbot. Please get your information from the automatic assistant.)

Save and check the list

Click Save. Your keywords appear in a list with User Message, Bot Response and Status columns.

For example, typing “hotel” sends the Welcome flow, “medeelel” sends the Main menu flow, and “sain baina uu” sends the “Ажилтантай холбогдох” (Connect to staff) flow.

Turn keywords on or off

Use the Status toggle to choose which keywords are active and which are off.

For example, Smartbot uses an AI chatbot on its own page, so only a few flows that people really need are set up with keywords, and the rest are switched off. Set this up to handle incoming messages in the way that fits your needs.

Decide whether to use a Fallback flow

At the very top of Settings (Тохиргоо) is the Fallback flow setting. Here you choose which flow to send when a user's message doesn't match any keyword. It is meant for people who can't answer their customers at all and want the bot to work only as an auto-responder.

If you chat with your customers, it can get in the way. Every time a customer writes something that doesn't match a keyword, the main menu is sent while an admin is also replying, so two or three conversations end up running at once.

Good to know

  • If you sell several types of products, you can make each product name a keyword. For example, if a user types “цамц хэд вэ?” (how much is the shirt?), the word “цамц” (shirt) is recognized and the flow about shirts is sent.
  • If you want to give information through the chatbot without chatting with customers, as a bank might, the Fallback flow is a good fit.
  • If you sell, attract customers or provide care by chatting with them, it is better not to use the Fallback flow. Instead, grow the word list in Keywords and add a flow for each word. This works much better.

The video shows an older version of the panel, so some labels such as Add, User Message and Bot Response are in English. In the current panel they may appear in Mongolian. For example, the Fallback flow setting is now called Default reply (Үндсэн хариулт) under Settings (Тохиргоо) → General (Ерөнхий).

You do this in the Chatbot panel.login.smartbot.mn

Open Chatbot panel

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