SMS - Keyword and Message Response

[montezh2001]

Confirming, when configuring SMS there is only one message you can create under one configuration. Meaning, if I had 3 Keywords (STOP, LOOK, LISTEN) I can't create 3 separate Messages that correspond to each keyword. Anytime one of the keywords is submitted under the Short Code the same message will appear. 

Please advise 

[SatheeskannaK]

@montezh2001

Yes, all three keywords—"STOP," "LOOK" and "LISTEN"—will indeed produce the same response when configured as example opt-out keywords during the configuration.

However, depending on the provider, AJO provides a capability to set up custom inbound keywords that can be used to elicit different responses. For instance, if you were to define "LOOK" and "LISTEN" as distinct inbound keywords, you could then setup a journey to associate each of these keywords with a unique message. 

The primary consideration when implementing such custom keywords and journeys is the timing of the message trigger.

https://experienceleague.adobe.com/en/docs/journey-optimizer/using/channels/sms/configure-sms/sms-co...

[montezh2001]

@SatheeskannaK - thanks for the feedback. But can you further clarify "For instance, if you were to define "LOOK" and "LISTEN" as distinct inbound keywords, you could then setup a journey to associate each of these keywords with a unique message."

The documentation does not really give much detail on how to set this up, just that I can define the Keywords, but how do I create the message that accompanies it? Can you provide any documentation/examples for this setup? 

[SatheeskannaK]

@montezh2001 For example, if you're using Sinch as sms provider, you should be able to see this option to specify the custom keywords. These are captured as profile attributes, and you will have to use audience qualification to trigger the journey and send an SMS message depending on the custom keyword.

https://experienceleague.adobe.com/en/docs/journey-optimizer/using/channels/sms/configure-sms/sms-co...

Let me know if you've any questions.

[MontexHo]

Thank you. This feedback helped. In the end, what they really wanted me to do was create these Keywords as separate API Triggered campaigns. I passed along the CampaignID's to the SMS aggregator, and they in turn set the process up to when one of the ID's assigned to a keyword is received, it would trigger an API call on their end to send the message associated to the campaign in AJO. 

[SatheeskannaK]

@MontexHo, that sounds good👍. I would be curious to know how much time it takes to receive the SMS message from an API-triggered campaign.

[DavidKangni]

@montezh2001 
These keywords are captured and stored as attributes in the profile, allowing you to trigger a streaming segment qualification within a journey and deliver a customized response or action.

Thanks,

David