Keyword-triggered SMS campaigns

Optimizely Data Platform (ODP) allows you to create automated SMS campaigns that are 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 to allow your customers to opt-in to lists, such as for hobbies, interests and concerns.  

This guide shows how to set up a keyword-triggered campaign that responds with a link to your support page when your customers text you "support."

Create filter for incoming SMS keyword

Step 1: Create new filter

Create a new filter for incoming text messages that contain the word "support."

1. Click the three-dot icon next to Activation.
2. Select Filters > Create New Filter.

Step 2: Configure filter

1. Name your filter SMS Engagement - Support.
2. Select Account for Visibility.
3. Select Events for Feed.
4. Set up your filter definition as follows:
   • Event Type = sms
   • Event Action = engage
   • Campaign Event Value ≈ support 
     • Make sure to use matches as the operator, instead of equal, to avoid issues with capitalization.
5. Save your filter.

Create confirmation message

Create a new behavioral campaign that sends the reply to your customers' text messages.  

Step 1: Set up New Campaign

1. Create a new behavioral campaign.
2. Click Create From Scratch.
3. Under Enrollment, select Customers that trigger an event.
4. Select your newly created SMS Engagement - Support filter.

Step 2: Create your SMS 

1. Add SMS as your first touchpoint.
2. Compose your SMS and add a link to your support page.

Step 3: Launch your SMS campaign

Once your SMS is ready, go live with your campaign. Whenever your customers text you "support," your automated campaign will send them a reply with a link to your support page.