Keyword-triggered SMS campaigns

5 min

Note

The terms audiences and segments are interchangeable. Optimizely has updated all segments to audiences on the Audiences page and is updating the UI on other pages. See Understand audiences to get information on audiences.

Optimizely Data Platform (ODP) lets you create automated SMS campaigns triggered by keywords in text messages your customers send you. You can use keyword-triggered SMS campaigns to automate your responses (like support requests) or help your customers opt in to lists (like hobbies, interests, or concerns).

Note

Email and SMS channels are legacy features and not offered to new customers.

Create a filter for incoming SMS keywords

Create a new filter for incoming text messages containing support.

Go to Data Setup > Filters > Create New Filter.

Name your filter SMS Engagement – Support.

Select Visibility > Account and Feed > Events.

Enter the following filter definitions:

Event Type = sms

Event Action = engage

Campaign Event Value ≈ support. Use matches as the operator instead of equal to avoid capitalization issues.

Save your filter.

Create a confirmation message

Create a behavioral campaign to send a confirmation message each time a customer opts in for SMS communications.

Go to Activations > Overview > Create New Campaign > Behavioral.

Click Create from Scratch.

Expand Enrollment and select Customers that trigger an event.

Select the SMS Engagement – Support filter.

Edit Touchpoint 1 and select SMS as the channel.

Write your message in the Template.

Preview and activate your SMS campaign

Click Preview to see what your SMS displays to your target audience. Click on the preview image to see the full message in the phone’s messaging app.

The character counter under the preview displays the number of characters your message contains and shows the estimated number of messages sent per user.

The character counter is blue when you are within the 160 or 70-character limit and orange when you are over the character limit.

Click Go Live after completing your text message. When a customer sends a text with support, your automated campaign sends your customers a reply with a link to your support page.