Go to the Marketing page in the navigation bar, select SMS from the drop down menu, and choose the Keywords tab towards the top of the page.
The keywords tab is unrelated to the keywords you can insert into your texts to personalize your messages with your own information as well as the leads.
The keywords tab allows you to set up an automation based off of words your leads respond back to you with specifically.
It is key to avoid using keywords here that might be taken out of context and trigger an automated action you did not intend on that lead.
An SMS keyword is a word or phrase that your leads text back and are primarily used in SMS campaigns. As leads respond, you can run analytics and trigger automated actions based on the keywords they say. Keywords are not case-sensitive.
Steps to setup a keyword:
First input the keyword leads will respond to you with.
Next, under the "Compare by" drop down menu, select whether the lead has to respond with that keyword exactly, it needs to only be contained within the message, the text response begins with the keyword, or the text response ends with the keyword.
You can then choose to "Enable AI matching for this keyword." This will use AI to compare the keyword with an inbound SMS. For example, if you used the keyword "yes," the AI would flag a response like "sure" as a match for "yes." This feature is optional, and you are required to purchase the AI Tools add-on in order to utilize this functionality. For more information on adding on the AI Tools, please refer to this article: "AI Tools" Add-On
Now you can select an Automated Action from the drop down menu to trigger an automated action each time a keyword is detected from an inbound SMS message. This is optional. Automated Actions can be created or edited by navigating to the Account Settings page in the left hand menu, and under the Manage Account tab. The Automated Actions section is on the right hand side of the page.
After creating this keyword, and choosing the "SAVE TEXT" button, scroll down to your current keywords as you will need to activate the keyword for it to begin triggering. Toggle on the switch labeled "Active" for it take effect now moving forward.
You can edit a keyword by choosing the purple pencil beside it, delete it by choosing the red trashcan icon, or set it to inactive at anytime by toggling off the "Active" switch.