Smart Message

Overview

Smart messages allow you to send text messages that prompt recipients for a specific reply (yes/no, multiple choice or 1-5), 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.

Smart messages can be utilized in both personal and Shared Inboxes.  

Creating a New Smart Message

1. Navigate to Smart Message on the left side navigation.

2. Click [ New Smart Message] to select which type of smart message you'd like to create.

3. There are 3 smart message options to choose from. Once you've selected the type of smart message, 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. 

- Auto reply message: Use the text boxes to determine the automatic message a recipient will receive after sending a valid response.

• Yes/No: This prompts recipients for a yes or no reply (👍 or 👎 also an option).

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

• Numeric Scale: This prompts recipients to respond with a number 1 through 5.

• Multiple Choice: This prompts recipients to respond with a letter based on the number of choices.

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 inbox you want to send from.

3. Click Smart Message to see all created smart messages for your team and select one. You can search for a smart message in the search bar. 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 [ Preview].

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 response will automatically receive the corresponding automated message. 

Note: The recipient must respond to the smart message within 24 hours for the automatic responses to be sent.

Categorizing Responses to Smart Messages

You can track responses from the sent message details page (located in the Sent.).

Responses to smart messages will be automatically be tracked and categorized based on what the recipient replied.

The "Results" area is a reactive chart displaying information based on the answers received. This chart will update as new replies come in and/or if any answers are updated in the "category" area.

In the "Recipients" area, you'll see a list of all recipients, their response as well as the category. Anything that constitutes a valid response based on the type of smart message 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"
• "Absolutely"
• "Si"
• "Sí"
• 

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 whichever inbox the message was sent from. 

Additionally, "Help" and "info" are carrier trigger works that will flag carriers as questionable messages. Therefore, you will not see these replies in your inbox. We advise against including "help" and "info" in your yes/no smart message trigger words to prevent accidental opt-outs.

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