Overview
You can create a scope by adding one or more triggers. When a review matches the configured triggers, it becomes eligible for the Automation Agent.
Triggers are not case-sensitive. For example, the query “Great” will match reviews containing any combination of uppercase and lowercase letters, such as “great” or “gReAt”.
Define the Scope
With Review text, Review translation, and Review text or translation triggers, you can define up to four different ways to search for keywords:
- Whole word — Matches an exact word from the list.
- At the beginning of the word — Matches words in the review that start with any of the strings in the list.
- In the middle of the word — Matches words in the review that contain any of the strings in the list.
- At the end of the word — Matches words in the review that end with any of the strings in the list.
Use line breaks to apply OR logic between search terms.
Example: Keyword Matching
If you enter “ad”, the results will depend on the selected search option:
| Search option | Matches examples | Does not match examples |
|---|---|---|
| Whole word | ad |
ads, mad, saddened
|
| At the beginning of the word |
ad, ads, advertising
|
mad, saddened
|
| In the middle of the word |
saddened, advertising
|
mad |
| At the end of the word |
ad, mad
|
ads, advertising
|
Use the Whole word column to search only for exact matches.
AppFollow’s contains trigger searches reviews for the exact sequence of characters entered in each line. A review matches when it contains the specified characters anywhere within a word.
Use “AND” to Include Multiple Triggers
To add multiple triggers using AND logic, click “+ Add triggers”. All triggers connected by an AND operator must be satisfied for the Automation Agent to run.
You can add the same type of trigger multiple times. For example, you can use Review Text contains more than once. However, the conditions must not contradict each other.
For example, the following setup will not work:
Review rating = 5 stars
AND
Review rating < 3 stars
Since a review cannot have both ratings at the same time, the Automation Agent will not be triggered.
Examples
Let’s explore common use cases for setting an Automation Agent scope using different triggers.
For example, if we create the following two agents:
Agent 1:
- Review rating is 5 stars
AND - Review text contains “fun”
AND - Review text contains “love”
This means the Agent will be applied only when a review matches all of the listed triggers: the rating is 5 stars, and the review text contains both “fun” and “love”.
Agent 2:
- Review rating is 5 stars
AND - Review text contains: “fun”, “love”
In this case, the Review text trigger contains multiple keywords. Keywords in a single trigger use OR logic, which means the Agent will be applied when a review contains at least one of these words.
For example, if we receive the following two reviews:
Review 1
⭐ 5 stars
“I love collecting the stickers and money and also getting the different areas! And it's more fun to play with friends.”
Review 2
⭐ 5 stars
“I love it.”
Agent 1 will be applied only to the first review because it contains both keywords. The second review does not match all the required triggers for this Agent.
Agent 2 will be applied to both reviews because each review contains at least one of the keywords included in the trigger.
Common Issues
Review Text and Review Translation
Issue: A single Agent contains two Review text contains and Review translation contains triggers connected with an AND operator.
Explanation: Triggers connected by AND logic must all be met for the Agent to work. In this case, a review must contain the specified words in both the original text and the translation. Since some reviews may not contain the same words in both versions, the Agent may not be triggered.
To avoid this, use only one of these triggers per Agent. If you need to match both the original review text and its translation, use the Review text or translation trigger instead.
Word Combinations
Issue: The Review text contains trigger is configured with a combination of words, but the review text contains additional words between them.
Explanation: In the following example, the Agent will look for exact matches of the phrases “good app” and “love this app”. It will not match reviews where other words appear between the keywords, such as “good project and app” or “I love this amazing app”.
To match reviews containing these words regardless of their order or the words between them, add multiple Review text contains triggers:
- Review text contains: good, love
- Review text contains: app
This setup allows the Agent to match reviews that contain the required keywords even when additional words appear between them.
Irrelevant reviews were processed
Issue: The Agent fires for more Reviews than expected.
Explanation: Add more triggers, for example, search for exact word matches using the Whole word column in the Review Text (or Translation) triggers.
"AND" Operator: No Reviews Are Found
Issue: Triggers are separated by "AND" operators, so there are no reviews that match all triggers at once.
Explanation: Instead of using the "AND" operator in a single agent, try separating your queries with the "OR" operator (line break).
A Review Within the Scope of Multiple Agents
If a review meets the triggers of multiple Agents, the Agent with the highest priority will be applied. The lower the priority number, the higher the priority.
If multiple Agents have the same priority, the most recently created Agent will be applied. To identify the most recently created Agent, sort Agents by Created on in the Automation Agents page.
Publishing modes do not affect this logic. Even if you use Draft mode, only the most recent rule is applied.