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).
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 segment. 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.
Please sign in to leave a comment.