Set Up a Keyword List

A keyword list is a pre-defined set of words and their mutual relationships that you can create as a condition for your Platform Intelligence Engine (PIE) workflows. Once you create a keyword list, it will become available for Emplifi agents and customer service managers (CSM) to create custom PIE rules.

Keyword lists can be used with the following workflow types:

Community messages
Care cases
Care messages

When your CSM creates a PIE workflow rule, they can use either a keyword list condition or an Advanced fulltext condition. Not both.

In this article, you will learn how to create a keyword list and set up necessary permissions.

Set up Keyword list permissions

Before you set up a keyword list, we advise you to consider who in your organization should have permissions to create or see individual lists.

Changes to a keyword list that is used in an actively deployed PIE workflow will have an immediate effect on how the messages and cases are processed. Ensure that this is reflected in your permission setup.

Emplifi account admins can create, see, and edit any keyword list.

Furthermore, admins can restrict access to specific keyword lists to specific user groups.

Consider the following setup:

There is one account admin and there are two user groups in your account and they contain the specified users.

Germany group
- User X
France group
- User Y

Account admin can	Create, see, and edit global keyword lists Create, see, and edit keyword lists specific to Germany, France, or both
User X can	Create, see, edit keyword lists restricted to Germany user group
User Y can	Create, see, edit keyword lists restricted to France user group

Scenario:

The account admin creates a keyword list Umlaut and chooses to assign visibility to Germany and France user groups.
User Y creates a keyword list Liaison and can ONLY assign visibility to the France user group

Implications:

	Umlaut	Liaison
Account admin can	see and edit	see and edit
X can	see and edit
Y can	see and edit	see and edit

Create a Keyword list

Keyword list is a part of the Automation section of the Settings.

The Keyword lists section becomes available if you have a PIE workflow deployed and Emplifi have activated a custom toggle.

Steps:

Go to Settings, click Automation, then click Keyword list.
Click Add keyword list.
The side panel opens.
Name your keyword list.
Select one of the visibility options:
- Global
- Specific user group
  Click Add user group to specify the visibility.
Click Next.
Enter the keywords and specify the conditions for their application in a PIE rule.
- includes / excludes
- any / all
- additional text conditions
Click Create.