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.