When to use this
- You want ClaudIA to react to certain words the customer writes
- You want to define terms ClaudIA should use or avoid in its replies
- You looked for a "keywords" screen and could not find one
Short answer
ClaudIA does not have a keywords screen. It decides what to reply by interpreting the conversation and by running a semantic search across your content, not by matching a list of terms.
What does exist are four different features, which are usually what people are looking for when they ask about "keywords". Pick the one that matches your goal:
| You want to... | Use |
|---|---|
| Trigger an action when the customer writes certain words | Cloud Chat "Automações" (Automations) |
| Define terms ClaudIA should use or avoid | The "Estilo e tom de voz" (Style and tone of voice) module |
| Transfer when ClaudIA says it is going to transfer | "Detectar pedido de transferência" (Detect transfer request) |
| Handle an explicit "I want to talk to a human" request | "Retenção antes de transferir" (Retention before transferring) |
1. Words that trigger an action (Cloud Chat Automations)
This is the only place with literal keywords in the product.
- In Cloud Chat, go to "Configurações" (Settings) > "Automações" (Automations) and click "Adicionar Regra de Automação" (Add Automation Rule).
- Under "Evento" (Event), choose "Mensagem Criada" (Message Created).
- Under "Condições" (Conditions), choose the "Conteúdo da mensagem" (Message content) attribute.
- Choose the "Contém" (Contains) operator (or "Não contém" (Does not contain)).
- Type the terms separated by commas — the rule fires if the message contains any one of them.
- Under "Ações" (Actions), choose what should happen: assign a team, assign an agent, add or remove a label, send a message, snooze, resolve, fire a webhook, among others.
- Save it with the "Ativo" (Active) status.
This rule runs in Cloud Chat, in parallel with ClaudIA. It is the right way to flag, route or label conversations based on what the customer wrote.
2. Terms ClaudIA should use or avoid
Go to "Configurações da ClaudIA" (ClaudIA settings) > "Comportamento" (Behavior) > "Prompt base" (Base prompt) > "Módulos do prompt base" (Base prompt modules) and edit the "Estilo e tom de voz" (Style and tone of voice) module.
This module defines the expected communication style: formal or informal, tone of language, sentence structure, which emojis are allowed and preferred or forbidden terms.
This is a free text field, not a word list. Write the instructions as clear sentences (for example: always use "subscription", never "plan"). Since the text goes into the prompt, the more direct the instruction, the more reliable the result.
3. Transferring when ClaudIA promises to transfer
In "Configurações da ClaudIA" (ClaudIA settings) > "Transferência" (Transfer) > "Transferência N2" (N2 transfer) > "Configurações principais" (Main settings), turn on "Detectar pedido de transferência" (Detect transfer request).
With the option on, whenever ClaudIA's own reply indicates that it is going to transfer the conversation, the transfer actually happens.
Detection works by interpreting the message, not by matching exact phrases. You do not need to register a list of phrases.
4. When the customer asks for a human
In "Configurações da ClaudIA" (ClaudIA settings) > "Transferência" (Transfer) > "Retenção antes de transferir" (Retention before transferring), you define whether ClaudIA tries to resolve the issue before handing it over to a human, and how many attempts it makes.
There is no word list here either: the request for human support is recognized from the context of the conversation.
What does not exist
- There is no glossary or dictionary of terms in the knowledge base.
- There is no keyword field to force a specific piece of content to be picked — the selection is done through semantic search.
If you need to make sure a given question lands on a specific piece of content, the way to do it is to improve the content itself (title and text reflecting how the customer asks), not to register words.