Keyword Spotting for Form Submissions

Keyword Spotting automatically identifies specific words submitted in a form for easier organization and reporting on your leads. Choose which words to target from your form submissions and tag, score, and apply values to those leads based on your own customized workflows. This feature is included in all forms plans. 

Keyword Spotting only understands standard English (US) words that can be found in a dictionary. 

Set Up Keyword Spotting

Keyword Spotting is company-dependent in your account. Use these instructions for each company where you'd like to activate Keyword Spotting.

  1. Click Settings at the top of the page.

  2. Choose which company you'd like to use with Keyword Spotting from the dropdown.

  3. Select Keyword Spotting under the Workflow list in the sidebar.

  4. Click Add Keyword Set.

  5. Use the Any/All dropdown to determine whether any or all of your listed keywords must be spotted for further action to be taken after the keywords are identified.

  6. If you're only tracking forms in your account, Keyword Spotting will automatically be set to only spot form submission keywords. 

  7. If you're tracking calls and forms in CallRail, create a Keyword Spotting set for only form submissions by clicking + Add Criteria, select interaction type, and choose forms

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  8. Enter the keywords you'd like to spot. For example, if you have an open text field of a form and you'd like to identify when customers write "call me back" or "I'd like more information" and you'd like to qualify those leads and add a tag to Follow up. 

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  9. Click + Add Action to choose to add a specific Tag, Score, or Value to your form lead based on the keywords and criteria you've selected.

    Learn more about tags, lead scoring, and applying values to form submissions. 

  10. Click Save once you've completed creating this Keyword Spotting set.

  11. Select + Add Keyword Set if you'd like to create any additional keyword spotting sets.

  12. Click Save at the bottom of the page when finished.

Finding Your Keywords

Your spotted keywords will appear on your form submissions details in your customer timelines. In this example, the keyword spotted is "appointment." 

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Disabling Keyword Spotting

Disabling Keyword Spotting will turn the feature off in your account, but your settings will be saved for future use. 

  1. Click Settings at the top of the page.

  2. Choose the company you'd like to use with Keyword Spotting from the dropdown menu.

  3. Select Keyword Spotting from the Workflow list in the sidebar.

  4. Turn the toggle at the top of the screen to OFF.

  5. Click Save at the bottom of the screen to turn off Keyword Spotting

FAQs

What languages can Keyword Spotting identify?

Keyword Spotting only understands standard English words that can be found in a dictionary. For example, a proper noun like "CallRail" or your business's name may not be recognized by the system.

Can I use Keyword Spotting for my call tracking numbers? 

You can use Keyword Spotting for calls, forms, or a combination of both. Keyword Spotting for calls requires our Conversation Intelligence add-on for call transcription and a little bit more configuration. 

Follow the instructions in this support article if you'd like to use Keyword Spotting for calls