When a profile replies to an SMS message which was sent via Campaign, you can configure messages which are automatically sent back to them as well as the action to perform.
This configuration is defined in the Automatic reply sent to the MO section of the SMS Routing external account. MO stands for ‘Mobile Originated’, which means that you can configure an auto-reply to the mobile who sent the SMS.
To do so:
From the advanced menu, via the Adobe Campaign logo, select Administration > Application settings > External accounts then the SMS routing via SMPP external account.
Under the Automatic reply sent to the MO category, click Create element to start configuring your automatic reply.
Choose the keyword that will trigger this automatic reply. The keywords are not case-sensitive. For example, here, if recipients send the keyword “STOP”, they will receive the automatic reply.
Leave this column empty if you want to send the same reply no matter what the keyword is.
Only alphanumeric characters are authorized.
In the Short code field, specify a number that is usually used to send deliveries and will serve as a sender name. You can also decide to leave the Short code column empty, to send the same reply no matter what the short code.
Type in the answer you want to send to your recipients in the field Reply.
To carry out an action without sending a reply, leave the Reply column empty. For example, this allows you to remove from quarantine the phone number of a user who replies with a message other than “STOP”.
In the Additional action field, link an action to your automatic reply:
For example, in the configuration below, if recipients send the keyword “STOP”, they will automatically receive an unsubscription confirmation and their phone number will be sent to quarantine with the On denylist status. This status refers to the phone number only, the profile is so that the user continues receiving email messages.
From the Advanced parameters of your SMS delivery Properties, you can set a specific Short code to automatically exclude recipients who opted-out. For more information on this, refer to this section.
Your recipients can now be automatically unsubscribed to your messages and sent to quarantine with this automatic reply. The quarantined recipients are listed in the Addresses table available through the Administration > Channels > Quarantines menu. For more information on quarantines, refer to this section.
These incoming SMS can be stored if needed. For more information on this, refer to this section.
In the SMS routing via SMPP external account, you can choose to store incoming messages for example when a subscriber replies “STOP” to an SMS message in order to be removed from your recipient lists.
By checking Store incoming MO in the database in the SMPP channel settings category, all SMS will be stored in the inSMS table and can be retrieved via a query activity in a workflow.
To do so:
In the SMPP channel settings field, check Store incoming MO in the database.
In the Marketing activities tab, click Create then select Workflow.
Select your workflow type.
Edit the properties of your workflow, then click Create. For more on workflows creation, refer to this section.
Drag and drop a Query activity and double-click the activity.
In the Properties tab of the query, choose Incoming SMS (inSMS) in the Resource field.
Then, in the Target tab, drag and drop the Incoming SMS attributes rule.
Here, we want to target every incoming message from the day before. In the Field category, select Creation date (created).
In Filter type, select Relative then in Level of precision, choose Day.
You can then choose to retrieve data from today, the day before or the last few days. Click Confirm when your query is configured.
This query will retrieve every STOP message received depending on the chosen time range.
The activity allows you for example to build a population and better personalize your deliveries.