You can define synonyms or alternate words that the keyword recognition system can detect in place of the configured keywords or phrases. For example, you can set the system to consider the word invoice as bill of materials, or vice-versa. Similar to keywords, you can categorize and group the synonyms into a synonym list. The Synonyms dashboard displays a table of the synonyms list. 

Accessing the Synonyms Configuration

To access the synonyms configuration, on the WFO tab, click Conversation Configuration > Synonyms.
The Synonyms List window, displaying all the added synonyms appears.

  • To search for a specific synonym, use the Search by a list name field. 
  • To customize the table columns view, see instructions in the Customizing a Table section in Reporting.
  • To delete a synonym list, select the synonym list that you want to delete and click . 
  • To refresh the list, click .

Adding a New Synonym List

To add a new synonym list: 

  1. In the Synonyms List window, click . 
    The New Synonym List popup window appears.
  2. Specify a name for the synonym list. 
  3. Specify the synonyms in the Synonyms field. You can add multiple synonyms using the comma (,) separator.
  4. Click . 
    The new synonym list appears on the table. After you create a new synonym list, you can add additional synonyms or keywords to the list. 

Adding Synonyms to a Synonym List

You can add unlimited synonyms to a synonym list.

To add synonyms to a synonym list:

  1. In the Synonyms List window, double-click the synonym list.

  2. On the Settings tab, make any necessary changes like updating the Name, and adding/deleting/editing Synonyms.

    • To search for a specific synonym, use the Filter field. 
    • To add a new synonym, click and add the synonyms in the Add Synonym window and click
    • To modify a synonym, select the synonym that you want to modify and click or double-click the word, and make the changes in the Edit Synonym window and click .
    • To delete a synonym, select the word that you want to delete and click .
    • To refresh the list of synonyms, click .
  3. Click .
  4. To delete the Synonym List, click


The History tab displays the change history of the selected synonym list. The table shows the description of the changes made, the name of the user, and the date and time of all changes. The timestamp in the Changed On column is represented in Eastern Time.

Modifying a Synonym List

To modify the details of a synonym list:

  1. In the Synonyms List window, select the synonym list you want to modify and click . Alternatively, in the Synonyms List window, double-click the synonym list that you want to modify.
  2. Make the necessary changes and click .
  3. Click Save again to save the Synonym List.

Deleting a Synonym List

To delete a synonym list:

  1. In the Synonyms List window, select the synonym list you want to delete and click .
  2. Click Yes to confirm.