Continue the conversation with your customers by taking action on their SMS replies


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Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically Jun 14, 2022 - Jul 25, 2022

Business value

SMS allows you to quickly communicate with your customers. However, it’s not enough to just send messages out, you also need to act on their responses. Now you can interact with your customers by creating journeys based on their replies to your SMS messages. Easily create custom keywords and add them to your messages and journey branches to continue the conversation with your customers.

Feature details

Allow your customers to respond to your SMS messages. Personalize their experience by defining custom keywords that will guide their journey based on their responses. 

  • Set up communication keywords in a unified SMS admin experience.
  • Define how keywords will be used in the journey.
  • Set up a default SMS reply for unrecognized keywords.

Branch your journey based on the SMS keyword response.

See also

Set up an automated SMS keyword flow in customer journeys (docs)