A Keyword Response flow sends a series of texts to a Member who texts one of your keywords. You choose the keywords, the messages, and the time between them.
This article covers how to build the flow, the rules for keywords, how to add messages and media, and how to read the results. It is not the same feature as a Keyword Responder.
Who this applies to: Leaders on an account with access to Flows. You build flows in the Web Dashboard only. This article does not cover Keyword Responders, which send a single automatic reply and can be added in the Mobile App.
What is a Keyword Response flow?
A Keyword Response flow starts when a Member sends a message that exactly matches one of your keywords. From there it can send several texts, paced with delays.
Keywords follow these rules:
| Rule | How it works |
|---|---|
| Match | The whole message must match the keyword. It can't contain anything else. |
| Case | Not case sensitive |
| Allowed characters | Words, phrases, #hashtags, symbols or emojis |
| Number of keywords | Up to 50 across your Keyword Response flows |
A Keyword Response flow and a Keyword Responder can't share a keyword.
Why should I use a Keyword Response flow?
A Member who texts a keyword has asked for something. A flow lets you answer with more than one message and control the pace, which suits content that unfolds over time.
Common uses are multiple-day challenges, different calls to action for different keywords, and delivering content or insights.
How do I use it?
Creating a Keyword Response flow
- In the Web Dashboard, click the Flows tab in the navigation panel.
- Click Create New Flow.
- Choose Keyword Response from the list of templates.
- Enter the keyword or keywords that start the flow. See Choosing keywords below.
- Click Continue.
- Add steps and actions. Drag them from the menu, or click the (+) sign on the canvas.
- Publish the flow. A flow in Draft doesn't accept Members.
Choosing keywords
Each keyword must match the Member's whole message, ignoring case. The Member's text can contain only one of your keywords and nothing else. A message like "SALE please" doesn't match "SALE".
Keywords can be words, phrases, #hashtags, symbols or emojis.
Sharing a link or QR code that fills in the keyword
When you invite Members to text a keyword, share a customized URL or QR code that pre-fills the keyword. This avoids typos that would stop the flow from triggering. See How do I customize a message with my Community URL?
How do I use it well?
Keyword flows suit content that unfolds over time. Source examples are multiple-day challenges, different calls to action for different keywords, and delivering content or insights. Use a customized URL or QR code so Members don't mistype the keyword. See Sharing a link or QR code that fills in the keyword.
Common questions
Why didn't my keyword flow trigger?
| Cause | How to tell | Fix |
|---|---|---|
| The Member's message had more than the keyword | The message includes extra words or characters | Share a URL or QR code that pre-fills the keyword. See Sharing a link or QR code that fills in the keyword. |
| The flow is still in Draft | The flow status is Draft | Publish the flow |
| The keyword is also set up as a Keyword Responder | The same keyword exists in both | Delete the keyword responder and replace with the Keyword Response Flow. |
Can I use the same keyword in a Keyword Responder and a flow?
No. A Keyword Responder can't use a keyword that's already in a Keyword Response flow.
What happens to my analytics if I edit or delete a message?
Editing or deleting any message in the series resets the analytics for the whole series.
Will my keyword flow send during Quiet Hours?
Not by default. Texts wait until Quiet Hours end. To change this for a message, uncheck Do not send message(s) during quiet hours.
Can I create a Keyword Response flow in the Mobile App?
No. Flows are only available in the Web Dashboard. You can still add individual Keyword Responders in the Mobile App.