A Keyword Responder sends an automatic reply when a Member texts you a specific word or phrase. You set the keyword and the reply once, and Community answers every Member who sends that exact keyword. You can set up to 50 Keyword Responders from the web dashboard or the mobile app.

What is a Keyword Responder

A Keyword Responder is a pair: a keyword, and the reply Community sends when a Member texts it.

A keyword can be a word, a phrase, an emoji or a hashtag.

The Member's message has to match the keyword exactly. Anything extra in the message stops the reply from sending.

Keyword Responders only reply to opted-in Members. When someone who has not opted in texts a keyword, they go through opt-in first and get the keyword reply after they finish.

Why should I use Keyword Responders?

Keyword Responders let you answer a predictable request the moment it arrives, without anyone watching the inbox. When you tell Members "text DOGS for the adoption link", every Member who does gets the link straight away, at any hour.

The reply goes to people who already opted in to hear from you and who just asked for it by texting the keyword. That makes it a direct answer to a request, not an unprompted message.

They also give Members a way to pull information on their own schedule. You publish the keyword once, in a Campaign, on social media or in person, and it keeps working until you change or remove it.

How do I use it?

Creating a Keyword Responder on the web dashboard

1. In the web dashboard, go to Settings > Customize > Keyword Responders.
2. Click Add a Keyword +.
3. Enter the keyword in the Add your keyword field.
4. Enter the reply in the Add your response field.
5. Click Save.

The keyword must not be a reserved word, such as STOP or HELP. Reserved words trigger system behaviour, and a Keyword Responder that uses one might not work. See Reserved words for the full list.

Creating a Keyword Responder on the mobile app

1. In the mobile app, go to Settings > Keyword Responders.
2. Tap + in the top right corner.
3. Enter the keyword in the Keyword field.
4. Enter the reply in the Response field.
5. Tap ✓ to save.

Editing or deleting a Keyword Responder

1. Go to Settings > Customize > Keyword Responders on the web dashboard, or Settings > Keyword Responders in the mobile app.
2. On the web dashboard, click the Delete button next to the Keyword Responder.
3. On the mobile app, swipe left on the Keyword Responder to delete.

How do I use it well?

Tell Members the exact keyword. Because the match is exact, Members only get the reply if they send the keyword on its own. When you promote the keyword, give Members the exact word to send. "Text DOGS" works better than "Text us about dogs".

Pick a short keyword that is hard to get wrong. One word with no punctuation leaves the least room for a Member to type something that does not match. 

Avoid words Members might send for other reasons. A keyword like "yes" or "thanks" will fire whenever a Member sends that word on its own, even when they are replying to something else.

Check the reply is still current. A Keyword Responder keeps sending the same reply until you change it. When the link, date or offer in the reply changes, update it.

Common questions

Why didn't my Keyword Responder send?

Start with the most likely cause.

Is the keyword case sensitive?

No, Keyword Responders are not case sensitive. 

How many Keyword Responders can I have?

Up to 50.