SMS Auto response not working properly other than first entry

[Poonam2024]

Hi All,

Requesting help with SMS requirement from adobe campaign classic v7- We want 2 automatic replies to be sent to users, one when they reply "Stop" and other when they reply anything other than Stop. Its an SMPP SMS account hosted on mid.

Keyword	Short Code	Reply
Stop		Text1
		Text2

A. For the first entry "Stop" when user replies as Stop, its working fine -

                      1. Getting automatic reply.

                      2. Receiving "Stop" in "insms" table.

B. But for the second entry where keyword is kept blank, so that any reply other than "Stop" from user should give another auto response - Not working as expected

                      1. We are NOT getting configured automatic reply (Text2 in above table)

                      2. NOT getting user replies in "insms" table for any gibberish message other than Stop.

                      3. Only if blanks are replied, we receive it in insms table but in this case too user is NOT receiving the automatic response.

Any suggestions or corrections to achieve this are highly appreciated, Thanks in advance!

@Darren_Bowers  @David_Kangni  @Vipul_Raghav 

[DavidKangni]

@Poonam2024 

It's the normal behavior. Auto response works only for exact match of the Keyword. You need to add some text for the OOTB SMPP connector. 

You can develop a custom connector but then you'll need to bypass the mid because the mid returns the incoming SMS based on a scheduler.

Thanks,

David 

[isahore]

Hi @Poonam2024,

Instead of a blank keyword, try using * as a wildcard. Make sure that the STOP keyword is always ordered above the wildcard.

BR,

Ishan

[Nolan_Chabert · Accepted solution]

Hi @Poonam2024 

Thanks for your time yesterday. 

below some details of our testing and the solution

Testing

1. we test the external account without autoResponse and received all SMS in the inSMS table

2. Add the both autoResponse in the external account ("Stop" & "") but only the stop was managed and we didn't receive any other response in the inSMS table. 

3. we review and compare the external with production as production working as expected. even in production we do not manage the "" response, the response need to be a text. 

4. we change the XML of the dev external account to match the production external account and it working well, we managed the stop and the other text in the response. 

Technical details

Below the XML param details before the modification

<params destinationNpi="1" destinationTon="1" messagePayload="true" sourceAddress="61438358319"
sourceNpi="1" sourceTon="1" statusExtractionRegex="\b[sS][tT][aA][tT]:([a-zA-Z0-9]{5,8})\b"
verboseSmppTraces="true">
<autoReply id="2782920705" keyword="Stop" reply="We've received your request to unsubscribe from future SMS messages from [...] will be actioned shortly."/>

<dataCodingMap codePage="28591" id="460652630"/>
<autoReply id="1366818819" reply="Sorry we didn't understand that reply, please try again or contact your Business Development Manager."/>
</params>

after the modification 

<params destinationNpi="1" destinationTon="1" messagePayload="true" sourceAddress="61438358319"
sourceNpi="1" sourceTon="1" statusExtractionRegex="\b[sS][tT][aA][tT]:([a-zA-Z0-9]{5,8})\b"
verboseSmppTraces="true">
<autoReply id="2782920705" keyword="Stop" reply="We've received your request to unsubscribe from future SMS messages from [...] will be actioned shortly."/>
<autoReply id="1366818819" reply="Sorry we didn't understand that reply, please try again or contact your Business Development Manager."/>
<dataCodingMap codePage="28591" id="460652630"/>
</params>

The CodingMap is not on the correct position and may block the treatment of the following response in the external account. 

Moreover this external account is dev is a very old SMS account, we do have the history on what they test on it or modified. 

It been few days now and the external account still working well. 

Regards,

Nolan