Use the multi-step SMS program to send an auto-response to one or more keywords or to opt-in or opt-out a user based on a specific keyword that is specified in the incoming SMS message.
Note: Multi-step programs will only work if you have a dedicated code that isn’t shared amongst multiple organizations. Only the primary organization can use the dedicated code.
Here's how you can create a multi-step program in Campaign
To open the multi-step template, go to SMS > SMS programs. Click New SMS program and select Multi-step.
Name your multi-step program, and then assign the relevant priority to the auto-response text, such as 'Promotional' for promotional content or 'Transactional' for transactional content. Make sure that if your content is promotional, you assign the priority as promotional. You don't want to have a negative impact on your deliverability of SMS messages.
Select the outgoing and incoming codes that are provisioned to your organization. Now, choose the duration of the program. You can choose to have an ongoing program with no end date (Indefinite) or define the start and end dates.
Do you want to include a stop message and/or a help message in your text? If so, select the Include option and add an output. The output is the content of your automated response.
- Stop message is the message that mobile users receive when they reply to your text with the <keyword> STOP. You can opt-out the user from a specific SMS program, so no new promotional SMS messages are sent to the end-user. Select Include stop message and add an output. From the Action type list, select Opt-out. Finally, choose the program and click OK.
- Help message provides mobile users with additional information or contact information to your customer service line. To configure this message, select Include help message and add an output. From the Action type list, select Send message. Enter your message text. You can add personalization to include tailored content from a list field, such as a contact’s first name. You can also enable the character swapping option to replace special characters in your message, which may help avoid multiple messages and expensive sends. Click OK when you’re done creating your help message.
Now you’re ready to assign one or more keywords to your SMS program. Keywords are specific to an SMS program and are used by your mobile users to interact with your business. The mobile user will text this word or phrase to your short code. You can configure the action type in response to this keyword to opt-in or out-out users from one or more SMS programs. For example, if a mobile user texts a keyword to your short code, you may want to send them a message that includes a discount code on their next purchase.
You can optionally configure pre-program and/or post-program replies if you want mobile users to get this reply message when they send the keyword before or after the program’s start or end date. Simply select the time frame for when the reply message will be sent and enter the message text. You may also enable the character swapping option to replace special characters in your message. For more information about character swapping, see the Character swap section in the Character encoding for SMS messages article.
If you'd like, select the option to shorten hyperlinks so any long URL listed in the auto-response text will be shortened and then sent to mobile users. This allows you to make the most effective use of 160 chars that are typically allowed in a single SMS.
You can also set the status of the program as active or inactive. This will enable the program so that it can immediately start running or at a specified time if you've set a limit. Finally, make sure to review your program before you create it.