SMS trigger words offer a personalised and speedy way for you to interact with your audience. Trigger words let your audience activate chosen functions by sending a text message containing a custom word to your virtual mobile number or short code.
By using trigger words, you create a more meaningful and interactive communication experience for your customers. Trigger words can be anything from a single letter to a short phrase.
Maybe you want to use
Y for contacts to confirm attendance at an event, or
SignMeUp to opt into a list or competition. There are lots of options for ways to use trigger words and auto-responders.
must be one word (no spaces).
can contain both letters and numerals.
are not case-sensitive.
When you receive a message containing a trigger word, your account automatically sends back your pre-defined auto-response
Before you start
Things you need to know:
You should plan out any trigger words and auto-responses you're going to use in your auto-responder. Make sure they're ready to go before you start this process.
Ways to use a trigger word auto-responder
Here are a few examples of how you can use trigger word auto-responders:
Trigger word auto-responders are a perfect way to manage subscriptions to your lists. Use an auto-responder to automatically add contacts to lists in your account.
Use your trigger words to run quick and easy feedback surveys.
Why not set up a text-to-win competition for your audience? Use an SMS trigger word auto-responder to send entry responses and monitor competition entries.
1. Create an SMS auto-response
First, you must create your auto-response messages.
To do this:
Go to Automation > Triggered SMS.
Select NEW CAMPAIGN.
Enter a campaign name and select SAVE.
Select CAMPAIGN OPTIONS, and then select:
Send type: TRIGGERED
Split test: N/A - this option is not available for triggered campaigns.
Links: SHORTEN or DO NOT SHORTEN.
Enabling link shortening saves character counts and allows you to track SMS clicks.
In the SMS editor, expand the Sender drop-down menu and select the sender identity you want to use for the message.
Enter your default auto-response message in the Message field. Triggered SMS campaigns for use as auto-responders don't support the use of personalisation.
Select SAVE & CLOSE.
Repeat this process for as many auto-responses as you need for your trigger word auto-responder. Usually, this is one response for each trigger word.
2. Set up the auto-responder
Expand the User menu and go to Settings > SMS > SMS Auto-responders.
Here you see a list of all inbound numbers and shortcodes for your account.
Select NEW AUTO-RESPONDER.
Enter a name for your auto-responder.
You can change this later if you want to.
Set up your trigger words
Under Details, expand the Number drop-down menu and choose the mobile number you want to set up the auto-responder for.
This is the number your audience send a message to, to trigger your auto-responses.
Under Auto-responder rules, select NEW TRIGGER WORD.
In the Trigger words side panel, for If a person sends, enter your chosen trigger word in the centre box.
Expand the Respond with drop-down menu and select your auto-response message.
Only your existing Triggered SMS campaigns display in the drop-down menu.
If you want to create additional trigger words, select + NEW TRIGGER WORD at the bottom of the side panel and repeat the process.
3. Set up your response frequency
The response frequency lets you limit the number of times a single user can send a message to your auto-responder and receive a particular response.
For example, in a text-to-enter competition, you might want to restrict entries to one entry per mobile number. In this case, you can set up your auto-response to be a Thanks for entering message, and use the Response frequency settings to send a You've already entered auto-response to any subsequent entries.
To set the response frequency:
Under Response frequency, for If a person sends a trigger word more than once, select Send a different response.
If you want to continue sending the same auto-response to any additional messages, select Keep responding with the relevant campaign and move on to step 4.
Expand the On subsequent responses drop-down menu and select the auto-response message you want to send to any users messaging more than once.
4. Set up list actions
You can use actions to add any responding contacts automatically to a list. This works great for sign up campaigns.
To add list actions to your auto-responder:
Under Actions, set Add people who respond to a list to YES.
If you don't want to add responders to a list, select NO and move on to Step 5.
Expand the Add responders' numbers to drop-down menu to select the list you want to add your contacts to.
5. Activate and save your auto-responder
Under Activation, select Active to turn on your auto-responder.
To turn the auto-responder off, select Inactive.
That’s it! Your auto-responder is now set up and working.