Smart Message

Overview

Smart messages allow you to send text messages that prompt recipients for a yes or no reply, and based on the response, automatically send a pre-configured follow up message.

This article will cover how to set up and send a smart message, as well as what happens after the message is sent and how to track responses.

Note: Smart messages are not available for use with a personal texting number. The feature is only available to use within a Shared Inbox or High Speed Inbox.


Creating a New Smart Message

1. Navigate to Automation > Smart Message.

2. Click [New Smart Message] to configure the message.

3. Configure the following items within the smart message:

- Name: This will help you identify the smart message later on.

- Message: This is the text you would like to send.

- Message Closing: This text will be automatically added to the end of your message. 

- If YES/If NO reply with: Use the text boxes to determine the automatic message a recipient will receive after sending a valid yes or no response.


4. Click [ Create] to finalize the smart message.


Sending a Smart Message

1. Click Compose from the navigation panel on the left hand side.

2. Select the Shared Inbox you want to send from.  (Reminder: Smart messages are not available for personal accounts.)

3. Click Smart Message to see all created smart messages for your team and select one. There is also an option to create a new smart message; you can do so by clicking the [Create New] button.

Note: If you typed any text into the Message box or included an emoji, a template, or media before selecting a smart message, it will be removed if one is selected.

4. After selecting a smart message, determine whether or not you would like to track the message as a campaign, then click [ Next].

5. Review and finalize your message; decide if you want to send the message now or schedule it for a future date/time.

After your message goes out, recipients that respond with a valid "Yes" or "No" response will automatically receive the corresponding automated message.

Note: See the List of Valid Responses and Additional Information section below for a full list of valid yes and no responses.


Categorizing Responses to Smart Messages

Responses to smart messages will automatically be categorized based on what the recipient sent back. You can track responses from the sent message details page (located under the Shared Inbox's Messages > Sent area.).

Anything that constitutes a "Yes" or "No" response will automatically be categorized as such. Responses that do not fall into those categories will be categorized as "Other.

Note: See the List of Valid Responses and Additional Information section below for a full list of valid yes and no responses.

You can re-categorize responses if needed. Once the reply has been re-categorized, you can optionally choose to send the corresponding auto reply at that time.


Editing a Smart Message

1. Navigate to  Automation on the left side navigation and click Smart Message.

2. Click the three dots to the right of the smart message you would like to edit.

3. Click  Edit.

4. When you are done making changes, click  Update.


List of Valid Responses and Additional Information

The following responses from recipients will automatically be classified as "yes" responses:

  • "Yes"
  • "Y"
  • "Yea"
  • "Yup"
  • "Yep"
  • "Yeah"
  • "1"
  • "Ye"
  • "Ya"

The following responses from recipients will automatically be classified as "no" responses:

  • "No"
  • "Nope"
  • "N"
  • "Nah"
  • "Naw"
  • "0"
  • "Na"

For smart messages that triggered an automatic reply, the conversation will not show up in unread status (because you sent a response back) and will automatically be moved to the Archived area of the Shared Inbox's Messages area. 

Please review our best practices and FAQ guide to learn more about smart messages.

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