What is Send Auto-Reply Text Message For?
Send Auto-Reply Text Message is used when you want to:
Ask customers a question and prompt them to reply with specific keywords
Let customers choose between multiple options
Create interactive conversations that branch into different paths
How is it Different from Send Message?
Send Message:
Just sends a one-way text to customers
Doesn't wait for or respond to replies
Moves to the next step immediately
Send Auto-Reply Text Message:
Sends a message AND waits for a reply
Automatically responds based on what customers type
Creates different paths based on their keyword response
Let's you build interactive, branching conversations
Two Auto-Reply Formats
You can choose between two different formats when setting up auto-replies:
1. Auto-Replies Based on List of Keywords
What it is: A simple, clean format that lists keyword options without descriptions.
Best for: Quick yes/no questions or simple choices where the options are self-explanatory.
How it works:
Customer sees a short list of keywords
They reply with one of the exact keywords
They're automatically sent down the matching path
Each keyword creates its own branch in your flow
When to use:
Simple choices (YES/NO, CONFIRM/CANCEL)
Clear options that don't need explanation
When you want a cleaner, shorter message
2. Auto-Replies Based on Keywords with Descriptions
What it is: A detailed format that shows each keyword with a description of what it means.
Best for: Complex choices where customers need more context to decide.
How it works:
The customer sees each keyword alongside a brief description
They reply with the exact keyword
They're automatically sent down the matching path
Each keyword creates its own branch in your flow
When to use:
When your message contains multiple options that require an explanation
When clarity is more important than brevity
How to Use Auto-Replies to Branch Flows
Auto-replies automatically create different paths (branches) in your flow based on customer responses.
How branching works:
Step 1: Add the Send Auto-Reply Text Message step to your flow
Step 2: Choose your format (List of Keywords or Keywords with Descriptions)
Step 3: Add your keywords (e.g., ADULT, TEEN, CHILDREN)
Step 4: Each keyword automatically creates its own branch
Step 5: Add different Flow Steps to each branch based on the keyword
Each customer automatically goes down the path that matches their reply.
Setting Up Auto-Replies Step-by-Step
1. Add the step
Drag "Send Auto-Reply Text Message" into your flow
2. Choose your format
Select "List of Keywords" or "Keywords with Descriptions"
3. Write your message
Ask your question clearly
Make it obvious what customers should reply
4. Add your keywords
Type each keyword option (must be exact match)
Add descriptions if using that format
5. Build each branch
Add actions to each keyword path
Personalize the response for each option
6. Test your flow
Make sure each keyword leads to the right path
Verify all branches end properly
Important Note:
If you edit or update a Send Auto-Reply Text Message step after you've already added branches below it, all child nodes (the branches and actions below it) will be removed.
💡Tip:
Still have questions?
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