You can segment SMS replies in one of two ways:
If a contact replies to any SMS.
If a contact replies with specific content.
In programs, you can use this option to either enrol contacts based on an SMS reply or drive a decision by it. This not only lets you enable intelligent auto-responses, but it also improves your campaign marketing since you can target subsets of contacts across other channels, based on your marketing needs and intentions.
Create a segment based on SMS replies
Go to Audience > Segments and select NEW SEGMENT.
On the Choose a template screen, select Blank template.
Enter a name for your segment, and, optionally, expand the Segment location drop-down menu and select a folder to store your segment in.
The folder must already exist. You can re-organise your segments later if you want to.In the segment builder, drag a Replies block into the Include dropzone.
Select the Replies block, then expand the channel drop-down menu and select SMS.
Expand the second drop-down menu and select either:
Replied to any SMS they were sent
This rules gathers contacts who have sent any reply to any SMS campaign you have sent them.
To specify a date or date range for the reply, expand the Date drop-down menu and select your date parameters.
Replied with specific content
This rule gathers contacts whose SMS reply contains a word or section of text that you specify.
To specify a date or date range for the reply, expand the Date drop-down menu and select your date parameters.
To specify the reply content you want to segment for, expand the Reply drop-down menu and select the content option you want to use, then enter the content you want to include in the text box, for example, Reply Contains Accepted.
Once you’re happy with your rule, select OK.
Select SAVE.
Learn more in Segmentation overview.