Getting Started with SMS Keywords

Overview

The Loyalty platform allows you to engage with your Members through the use of SMS Keywords that a Member sends to your Short Code. Keywords can be simple text strings, such as "HELP," "STOP," or "OFFER." You can also use Regular Expression (Regex) syntax to define more sophisticated keywords. For example, you could ask your Members to text their 5-digit ZIP code so you can determine their closest store location. You would define the Regex for this keyword as: ^\d{5}$.

When a Member texts a keyword to your Short Code, the platform parses the Member's message, and if the keyword matches, it executes one or more Handlers. A Handler refers to a workflow comprising one or more actions.

For example, let's say you have an SMS Keyword "HELP" that is intended to provide details on how to contact your support organization. This SMS Keyword contains a Handler with a text message containing your support website and phone number. If a Member texts the word "HELP" to your Short Code, the SMS Keyword will execute the associated Handler, and reply back to the Member with the support information.

For more information, see Working with Handlers.

Standard Keywords

Every Loyalty account comes pre-installed with two standard SMS Keywords: Unknown Keyword and Invalid Keyword. These Keywords are design to handle scenarios where Members text invalid or unknown phrases to your Short Code. The content of these two reply messages is managed through two Program Settings. For more information, see Program Setting Category - SMS.

Exports

The platform does not support the export of SMS Keywords.

Imports

The platform does not support the import of SMS Keywords.

Access

The Inbound SMS screen is used to view, create, and manage the SMS Keywords in your loyalty program. To access the Inbound SMS screen, select Campaigns from the top navigation bar, then select Campaigns > Inbound SMS from the side navigation menu.

For more information on the search options available on the Inbound SMS screen, see Search for an SMS Keyword.

 Create an SMS Keyword View an SMS Keyword Working with Handlers