#2644-Urgent Exact Match Keyword Trigger Not Working

Maxs
RESOLVED
#1
Maxs

 Maxs

We have configured the chatbot keyword trigger with "Support" as an Exact Match keyword.


Expected Behavior:


The chatbot should trigger only when the user message is exactly "Support".


Actual Behavior:


The chatbot is also getting triggered for messages containing additional words, such as:

  • "What is Support?"
  • "Tell me about Support Terms"
  • "Support agent details"


This appears to be behaving like a partial/string match instead of an exact match.


Impact:


This is affecting a live client setup and causing incorrect chatbot activations.

Please investigate and prioritize a fix urgently.


Steps to Reproduce:


  1. Create a keyword trigger.
  2. Set keyword = "Support".
  3. Select match type = Exact Match.
  4. Send message: "What is Support level?"
  5. Observe that the chatbot gets triggered unexpectedly.


Any immediate workaround or ETA for a fix would be appreciated.

#2
Marcos

 Marcos

I have also asked for this fix few weeks ago.

#3
Admin.

 Admin.

Current behavior:



Coincidence in string: Works ok


Exact match: It works even if the word or phrase of the message content has more content.

#4
Kamrul Hasan

 Kamrul Hasan

(Updated )
#1

Maxs

We have configured the chatbot keyword trigger with "Support" as an Exact Match keyword.Expected Behavior:The chatbot should trigger only when the user message is exactly "Support".Actual Behavior:The...

Dear Maxs,


Thank you for taking the time to explain the behavior you expected from the Exact Match keyword trigger and for providing detailed reproduction steps.

After reviewing your explanation, I can confirm that this is not a bug. The Exact Match keyword system in BotSailor is currently designed to work this way, so the behavior you described is expected based on the current implementation.


We understand that you were expecting the chatbot to trigger only when the user's message is exactly "Support", and we appreciate your feedback. Your use case is valid and could certainly improve the keyword matching experience.


If you'd like this behavior to be changed in a future release, please add your feedback to our feature request forum thread. Our product team regularly reviews and prioritizes feature requests based on customer demand.


Thank you for your understanding and for helping us improve BotSailor.


Best regards,

Team BotSailor

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