Enhancement to Keyword Matching
Earlier this week we updated our call log to allow users to have more control over the keywords that are matched to each of their calls.
Here’s how it works:
- The default keyword is matched using an algorithm. You can learn more about the algorithm here. The keyword/visitor with the highest likelihood score is matched to the call.
- On occasion, you will want the ability to override this selection and choose another visitor/keyword to match to the call based on what you have learned in speaking with the caller.
To override the selection:
- click view next to the call to open-up the details for the call
- in the visitor insights grid, click “use” next to the visitor/keyword combo that you want to use for that call
- click save
Going forward, the new keyword/visitor you selected will be the one shown for that call and will be reflected in all of your reporting.
Hope that’s helpful- let us know if you have any questions or feedback.