Configure watch words for the Text Response Cloud.

Watch words allow administrators to configure the list of words that will be highlighted in the Text Response Cloud on the Dashboard. The Text Response Cloud provides a depiction of the most common words that have appeared in the feedback provided by respondents. A color sentiment can be assigned to words to make them more visible on the Text Response Cloud.

The Watch Words page allows administrators to add words and select the desired sentiment from the scale provided.

Add words

To add a word, click Add Watch Word. The word will be added to the list with a neutral sentiment. Slide the sentiment bar as needed and click the check mark to save the changes.

Words can be imported via a CSV file, as well:

1. Open the More Options dropdown menu near the top right of the page.

2. If you need to update your existing list, select one of the "Download CSV" options to download a properly formatted template.

   The CSV file should contain two columns named "word" and "sentiment". The sentiment value should be a decimal between -1 and 1 (where -1 is "bad" and +1 is "good").

3. If you are configuring watch words for the first time, select "Upload watch words list CSV file", then click Download Sample File to download a properly formatted template.

4. Update the file as needed, then save it.

5. Open the More Options dropdown menu again and select "Upload watch words list CSV file".

6. Select the updated file, then click Upload.

Modify words

You can edit watch words individually or as a group. For each individual item, you can move the slider to set the desired color and then click the check mark icon to save your changes.

To edit a group, select the words using the checkbox on the left side, then use the scale at the bottom to apply your color setting for the selected words.

View survey interactions containing a word

To view all survey interactions where the respondent used a particular word, click the grid icon that corresponds with the word. This will open the Interaction Details page with a pre-configured filter.

Use words as survey triggers

You can use watch words to trigger events or branching paths during survey interactions. For example, if a negative watch word is detected, you might direct the customer to an additional question to provide more feedback.