Create a text for response program to send SMS marketing messages to customers who signed up via a web form. This enables a double opt-in process that confirms a user's desire to join a text messaging list.
To support this program, you will need to have an active text to join or a one-way program, and a published web form that will send the first opt-in message.
Considerations: Should you use dedicated codes or shared codes?
Use a dedicated code
If a text for response program is created with a dedicated code, the usage of a keyword is optional. You may choose to add one or more listeners to the program, and the user may respond with any of the listener(s) as text. Note that the “listener + code” combination needs to be unique so that the system can uniquely identify the program.
If the end user chooses to add keywords as an additional unique identification for the text for response program, you must send a keyword + listener as the message text. Also, the keyword + code needs to be a unique combination.
Two unique combinations are possible in the case of dedicated code:
Listener1 to Code, Listener2 to Code, etc.
Keyword1 + any listener to Code, Keyword2 + any listener to Code, etc.
Use a shared code
A code can be shared at SMS aggregator level (e.g. Karix) assigning a shared code to Acoustic and some other clients, OR a code can be shared with multiple organizations of the same client. If a code is shared by either of the two options, the aggregator needs to have a mapping of the keywords against each org on their end.
The text for response program is created with a shared code and keyword. You may have the additional option of assigning listeners for separating affirmative and negative responses.
The only unique combination is Keyword1 + any listener to Code, Keyword2 + any listener to Code.
Plan your program
Let's say your company would like to grow its SMS marketing presence and wants to ensure that only genuinely interested parties sign up for your campaigns. You'll need to create a landing page and include a web form that captures information from these interested parties and confirm opt-in consent.
As mentioned above, in Acoustic Campaign, you'll need:
- an active text to join program (including one way programs)
- a text for response program
- a web form to support the double opt-in confirmation
The first step in this process is to have an active text to join program. This program is your connection to the gateway that sends SMS messages. It’s used to transmit messages to your end-users and controls SMS consent (opt-ins and opt-outs) for your contacts. The text to join program includes a sender code and keyword that connects this program to the text for response program. You may already have an active program that you can use or you may need to create one.
Next, you'll create a text for response program. The text for response program is the bridge between the text to join program and your web form. It allows mobile users to opt-in to the text to join program using one or more keywords.
The final step in this process is to create a web form. The web form captures the interested party’s data, including the mobile number and potentially email and any other custom fields, such as first name, last name, and address.
Create and configure the text for response program
- Go to SMS > SMS programs. Click New SMS program and select Text for response.
- Give your program a relevant name, such as the name of the SMS campaign.
- Choose the duration of the program: go for Indefinite or define the start and end dates. Most users choose to run the program indefinitely.
- Select the outgoing and incoming codes that are provisioned to your organization; generally, the code will be the same. You may use a code or an alpha sender ID for outbound messages. If you use an alpha sender ID, you'll need to specify in the outbound message that the mobile user includes the code to send responses. The incoming code must be the actual code.
- Assign one or more keywords unique to your SMS program. 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 verifies that they opted in to receive your messages.
- If this is the only text for response program that your organization will need, then you may not need to specify a keyword.
- If you need multiple text for response programs, then it would be best to use keywords. Any inbound response expected from the end user will require that they provide the keyword first (as prefix). For example, if you set a keyword as 'web1' and want the end user to respond ‘Yes’ to a message, they must submit 'Web1 Yes'.
- If you choose not to use a keyword and listener combination, then every single listener for all text for response program must be unique. Note: If you use dedicated codes and you need to share the code with multiple Acoustic organizations, you must register each keyword with the provisioning team.
- Configure the session duration, which is the amount of time you want the end-user to respond to your start message. For example, if you configure the duration for 30 minutes, the mobile user has 30 minutes to send a text to the incoming code using the specified keyword and/or listener.
- Select the text to join program(s) that you previously created so that the end user opts in to receive your messages.
- Configure the messages that the mobile user will see as they go through the double opt-in process. You can personalize each message and enable the character swapping option to replace special characters in any of your messages. For more information about character swapping, see the Character swap section in the Character encoding for SMS messages article.
Start message: Your start message should acknowledge the end-user action for submitting a web form and provide details of the next call to action.
Example: Thank you for submitting the web form signup for SMS. Please confirm your subscription by submitting: YES to 123456789. If you received this in error, then either respond NO to 123456789 or do not respond at all.
If you specified a keyword, you must instruct your customer to specify the keyword AND the listener.
Example: Thank you for submitting the web form signup for SMS. Please confirm your subscription by submitting: WBJ YES to 123456789. If you received this in error, then either respond WBJ NO to 123456789 or do not respond at all.
Confirmation message: This message will confirm to the mobile user that they opted in to the text to join program. You must specify a listener such as Yes or Y and you also set the Consent action – Opt-in.
Example: Thank you for confirming your subscription to SMS. You can opt out at any time by submitting CCOOL STOP to 123456789. For T&C go to: https://exampleurl.com/sms/termsandconditions Msg Rates apply. You should always provide the same opt-out script that you use for your Text to Join program.
Stop message (optional): Use this message type if the end user responds to the call to action with NO.
Example: You have not been opted in. If you change your mind then please wait at least 30 minutes after receiving this message and submit CCOOL to 123456789 or resubmit the web form.
Help (optional): This message is triggered if the text for response keyword is submitted with the word 'Help'. You may create a short message that will provide additional information about your program, e.g. link to the Terms and Conditions page. Additionally, if an invalid response is submitted, then the help text will be provided and the session will end. (If the end user wants to complete opting in, they will need to resubmit the web form.)
Example: The text to response program is for City Cool sign up to view our terms and conditions, go to https://citycool.com/sms/termsandconditions. If received this message in error, please resubmit the web form to complete opting in. WEB1 HELP
- Start message: Your start message should acknowledge the end-user action for submitting a web form and provide details of the next call to action.
- (Optional) Select Shorten and track hyperlinks so any long URL listed in the auto-response text will be shortened and then sent to mobile users. We highly recommend this option as it enables you to make the most of the character limit and link tracking in programs.
- Set the status of the program as active. The program will immediately start running or at a specified time if you've set a limit.
- Review your program and save.
Configure the web form to use in the Text for Response program
Your web form will be your initial data capture and consent point.
Remember to speak with your legal counsel to ensure that your web form conforms to any legal requirements, such as GDPR, where you must state the purpose of the form, what data is captured, and how it is used.
When creating your web form, you must add the SMS Phone Number object to the form and then edit the label. Be clear and state what is about to happen. Also, provide details about unsubscribing and provide a link to your terms and conditions.
Example: You will soon receive a text message to the mobile phone number entered above asking you to confirm your sign up to receive SMS messages. This is a free service, but text messages sent by/received on your mobile handset may be subject to message and data rates by your mobile carrier. Text "SMS HELP" for help or "SMS STOP" to unsubscribe at any time to 123456789. For T&C go to: https://exampleurl.com/sms/termsandconditions
- In SMS program settings, select the Text for response form. This will connect the web form to the text to join program.
- Add any other fields that you need to capture data, such as email (if you are sending email to people who opt-in to the program, or any other PII data.
- Publish the form.