Overview:

How to Enable & Use It:

1. Go to the Campaign Setup:
   

   • Navigate to the campaign you want to modify — for example, “Appointment Reminder.”

   
   

2. Scroll to the Bottom of the Campaign Settings:
   

   • Locate the section labeled “Keyword Dictation and Auto Response.”

   
   

3. Enable Keyword Detection:
   

   • Turn this feature ON to detect keywords in SMS responses and send automatic replies.

   • This is perfect for appointment confirmations, cancellations, or other automated interactions.

     
     

4. Trigger Keywords:
   

   • Enter the words or phrases that should trigger this auto-response.

   • Use commas to separate multiple keywords (e.g., confirm, okay, reschedule).

   • Keywords are not case sensitive but must match exactly in the customer’s reply.
     

⚠️ Note: Certain keywords such as “yes” are restricted due to 10DLC compliance and cannot be used.

❗ Duplicate Keyword Warning:

Each keyword can only be used in one rule per campaign. If reused, you will receive this error:

“Keyword validation failed: Duplicate keywords found: confirm."

 

1. Auto Response Message:
   

   • This is the message automatically sent when a customer reply matches the trigger keyword(s).

   • You can insert campaign variables (like customer name or appointment time) by clicking into the field and selecting from the Dynamic Content panel.

     
     

2. Add Multiple Rules (Optional):
   

   • You can create multiple keyword rules within the same campaign to handle different types of replies.

   • Examples:

     • confirm → “Thanks for confirming, [Customer First Name]! We’ll see you then.”

     • reschedule → “No problem! We’ll reach out shortly to reschedule.”

     • cancel → “Your appointment has been canceled. Let us know if you'd like to rebook.”

   • Click “+ Add Rule” to create a new rule.

     
     

3. Manage Rules:
   

   • You can Enable/Disable any rule at any time without deleting it.

   • You can also Delete a rule entirely if it's no longer needed.

     
     

4. Save the Campaign:
   

   • Once all rules are configured, click Save to activate the feature.

   
   

Tips for Best Results:

• Keep responses simple and actionable.

• Use a variety of keywords to match how customers naturally reply.

• Monitor auto-response effectiveness and adjust keywords as needed.

• Make sure each keyword is unique within the campaign to avoid validation errors.