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.

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.

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.

Behavior and Rules

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.