SMS - Triggered Responses

Overview

The SMS Response Trigger feature allows users to automatically send follow-up SMS messages based on recipient replies. This enables simple conversational flows—such as delivering requested content—without requiring additional tooling.

This feature is permission-gated and configured directly within the Summary pleat of an individual SMS message. When enabled, it allows you to define a keyword or phrase and a corresponding auto-response that is sent if the audience replies with that keyword/phrase.

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Permissions

This feature is only available to users with the Triggered Responses permission.

• Located under: Permissions > SMS > SMS Messages > Triggered Responses

• If the permission is not granted:

  • The “Enable auto-response to replies” checkbox will not appear.

  • The “Response Trigger” pleat will not be visible.

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How to Enable SMS Response Triggers

1. Navigate to the Summary Pleat

In the SMS message setup, on the Summary Pleat.

2. Enable Auto-Response

Check the box labeled:

Enable auto-response to replies

By default, this checkbox is unchecked.

3. Configure Response Trigger

Once the checkbox is enabled, a new Triggered Response pleat will become visible.

Within this section:

• Response Trigger: Enter the word or phrase that should activate the response (e.g., “YES” or “INFO”).

• Message Content: Enter the follow-up message that will be automatically sent when the keyword is detected.

⚠️ Once the message is sent, the response trigger setup becomes locked and cannot be edited.

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Behavior and Rules

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Best Practices

• Use clear and simple keywords to minimize false matches.

• Mention the expected keyword in your original SMS content (e.g., “Reply YES to confirm”).

• Test keyword behavior internally before sending to a large audience.

• Avoid configuring conflicting or ambiguous keywords across multiple campaigns.

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