Triggers the automation journey when a text is received. You can choose if the trigger should run for any text message or only when a particular keyword is found inside.
How to use the "Text Received" Trigger?
- Let's drag-drop the Text Received trigger step on the journey's canvas.
- Click on the step to choose the required configuration:
- Select Number: Choose if you want to run a journey when a text is received on any number or for a particular number in your account.
- Keyword or Outcome: Choose if you want to run the journey when a particular word is received inside the text message.
- Keyword position: Choose if the text message should start with the keyword or if it can have the keyword anywhere inside the body.
- You can create a new record if the text is being received from a new number that is not available in your system so far by toggling on the second option.
Suppose you run a text and email campaign to acquire new customers and for any customer to subscribe to your platform, they just need to send a text message to a word subscribe in it. With the text received trigger, you can check for the keyword inside the message and add those contacts or lead to the next part of your sales process.
What happens if a contact includes more than one word in their message?
It depends on the keyword position selection. For example, suppose we want to start the journey when someone replies with Subscribe keyword.
If the trigger is selected to find a keyword as the first word only, then the trigger will initiate for reply "subscribe please" but will not run if someone says "please subscribe".
On the contrary, if we selected trigger to run for a word found anywhere in the body, it will also run for the reply "please subscribe". But this mechanism has a downside. It will also trigger when someone replies with "I don't want to subscribe to your services". As of now, it only checks for the keyword and not the context. That's why we prefer the usage of the first word as the trigger keyword.
Can I use multi-word keywords?
We only suggest you use single-word keywords for the proper execution of automation journeys.
What happens if a Text is received from an unknown number?
If you will keep the option enabled to create a new record then every time a text is received from an unknown number the system will create a new record for that number and later on you can modify the details in that.
Can I use the same trigger keyword in multiple journeys?
Yes, you can use the same keyword inside multiple journeys. The contact enrolls in all the matching journeys.
Are these keywords case-sensitive?
Text received keywords are not case-sensitive. The system will match them even if they are written in capital or small letter format. E.g., Subscribe, subscribe and SUBSCRIBE are considered identical.
Can I choose a particular number for Text Received triggers?
Yes, you can choose if the automation journey should trigger for all the numbers in your account or a particular one.