Keyword triggers can be useful tools for sending auto replies, sorting contacts by Tags, and segmenting your SMS inbox. For example, let’s say a health clinic wants to text subscribers to ask them to confirm their upcoming appointments. The clinic could message subscribers and ask them to reply with the word “confirm” if they want to keep their appointment.
The keyword “confirm” then triggers an auto-reply to the contact, thanking them for confirming. The contact is then Tagged as a patient, and the conversation is resolved with a Disposition (or outcome category).
Pro tip: you’ll want to create Dispositions before setting up this Automation.
Here’s how to set Keyword Trigger Automations on the Textline application.
After you’ve created your Dispositions, open the Automations window under Message Tools and click New Automation.
Select Build From Scratch.
This creates a new template without any existing parameters.
Name your Automation and choose your Department.
The Department is the phone number your Automation will operate under.
Select the Message Received Automation type and confirm the right Department.
This step tells Textline that the action should occur after an inbound message is received and specifies the Department.
Click Add Condition and choose Message body must exactly match and input the keyword you’d like the Automation to identify.
In this example, the keyword is “Confirm.”
Under Actions, select Add Action and choose Tag the contact with from the drop-down menu.
Type the desired Tag into the space. For this example, the Tag will be “Patient.”
Next, select Add Action and choose Send a message.
This auto-reply message will be sent to the customer before the thread is resolved.
Finally, select Add Action. Choose Resolve the conversation and select the desired Disposition.
Dispositions are a useful way to track why each message was resolved. For this example, the Disposition is “Appointment Confirmation.”
Click Next to preview the Automation.
Proofread your message and review Automation conditions, Tags, and Dispositions.
Click Create Automation, and you can start using your Keyword Trigger Automation!
Textline offers flexible and intuitive ways to categorize contacts and cut reply times. Try setting up a Keyword Trigger Automation today with a 14-day free trial, or book a demo to see how Textline can work for your business.
