Texting keywords run an action when a contact texts a specific word or phrase to your VipeCloud number, such as replying with a text, sending an email, or adding the contact to a list. A texting subscription is required.
How to Create a Texting Keyword
Click Automation in the left-hand sidebar.
Click Text Keywords.
Click Create in the upper right.
Enter the word or phrase in Keyword.
Select an option under Process If.
Select an action from the Keyword Action dropdown.
Choose the action's settings, such as the template, series, or contact list.
To wait before the action runs, set Delay Days, Delay Hours, and Delay Min.
Click Save Keyword Action.
Process If options:
Entire inbound text matches keyword - the whole text must be the keyword. We recommend this for most keywords.
Keyword is found anywhere within an inbound text - the keyword can appear anywhere in the text. Use it only for a word people wouldn't type in a normal sentence.
For example, with the second option, a contact who texts "I'm interested in the spring promo" triggers a "spring promo" keyword even if they weren't responding to your campaign.
Keyword actions:
Trigger Text Reply - sends a text template, or a reply you write in the panel with Simple Text. You can limit replies to certain hours of the day.
Trigger Email Reply - sends an email template. The contact must have an email address.
Add To Series - launches a series for the contact.
Remove From Series - stops a series the contact is currently receiving.
Add To Contact List - adds the contact to a list, which runs any automations on that list.
Start Booking Agent - starts an AI Booking Agent conversation. See How to Go Live with an AI Booking Agent.
Opt Out Of All Texts - opts the contact out of texts.
When you choose Add To Contact List, the panel shows the automations on that list under What happens next before you save.
How to See How Often a Keyword Is Triggered
The stat cards at the top of the Text Keywords page show Total Keywords, Times Triggered (all-time matches), your Most Triggered keyword, and how many keywords start the Booking Agent. The Most Triggered Keywords chart can show This Month, Last 30 Days, or All Time.
Each keyword's row shows how many times it has been triggered and the date it was last triggered, or Not triggered yet.
Find the keyword's row on the Text Keywords page.
Click People to see who texted the keyword, how many times, and when they last texted it.
How to See What Happens After a Keyword Is Triggered
Keywords that use Add To Contact List, Add To Series, or Start Booking Agent show a What happens next section on their row. It lists the automations the keyword sets off, including automations on any lists those automations add the contact to. This view is read-only. To change an automation, edit it on the Automations page.
Find the keyword's row on the Text Keywords page.
Click Open full view to see the whole chain in a larger window. When some steps are hidden in the row, the button reads Show more steps.
A Loops back badge means an automation adds the contact back to a list that already appears earlier in the chain.
How to Edit or Delete a Texting Keyword
Hover over the keyword's row on the Text Keywords page.
Click Edit to change the keyword, or click the trash icon to delete it.
If you edited the keyword, click Save Keyword Action.
You can filter the list by keyword action and sort it by name, create date, or update date.
Key Notes
A texting subscription is required.
Opt-out and opt-back-in keywords, such as STOP, are built in because texting regulations require them. They appear in your keyword list.
Email replies and email steps in a series only send if the contact record with the texting number already has an email address.
Create your text templates, email templates, series, and lists before you create the keyword that uses them.
Video Walkthrough
Use the timestamps below to jump to specific sections:
0:00 - What texting keywords are and example uses
2:38 - How to open Text Keywords
3:30 - How to create a texting keyword
3:59 - Process If options
5:30 - Keyword actions
9:27 - How to filter, edit, or delete a texting keyword