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Overview of Automation actions and their settings

Minimise administration and improve customer experience by creating rules via the automation engine. You can easily create actions for inbound messages based on specific rules you define within our Automation page.



Every Automation requires at least one action, and every action has an Action Name. This can be anything you want and is for you to create a descriptive name to help you identify the action later.


Once you are finished customising your action, you will use the Save Action button in the bottom right corner to add it to your automation. You can always come back and Edit the Action if you need to update it.

Let’s look at some of the actions available:


Add to Group

Add to Group will automatically add recipients to a designated contact group when they reply to a message with a prescribed keyword or phrase.

This is helpful when you want to set up a mailing list for future messaging, based on voluntary opt-in from a wider audience.

Just click on “Add to Group” from the list of available actions in the drop-down list, followed by the name of the group to which you which to add the contacts who reply with the keyword or phrase.

Note – you will need to have already created the contact group before creating this action:

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Remove from Contact Group

Remove From Group will automatically remove the replying contact from a nominated contact group (provided they are already saved in that group)

Simply select “Remove From Group” from the list of available Actions, followed by the name of the group concerned:

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Remember to click “Save Action” in the bottom right to add this action to your automation.


Send SMS Reply

Send an SMS Reply will automatically reply to whoever just messaged you.

You might use this to send additional information to a customer or to let them know that their message was received. For example, if someone has confirmed their appointment, you might want to respond with a message that includes your business's address or phone number. Or you may want to send a message to anyone who texts you which says something like, "We've received your message and someone will respond to you within 1 business day."

Once you select Send an SMS Reply, type in the message you would want to send.

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Forward to Mobile

Forward to Mobile will automatically forward responses to a nominated mobile number. This is handy if you want to be able to see real-time responses to campaigns on the fly, and can’t always be in front of the web portal.

Simply select “Forward to Mobile” from the list of available actions, followed by the mobile number(s) to which you want responses to be forwarded:

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Forward to Email

Forward to Email will automatically forward responses to a nominated email address. This will allow you to see and organise responses in email folders without needing to use the web portal.

Simply select “Forward to Email” from the list of available actions, followed by the email address(es) to which you want responses to be forwarded:

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Unsubscribe

Unsubscribe will automatically unsubscribe any contact who sends the prescribed response as set in the Automation settings.

Simply select “Unsubscribe: from the list of available actions:

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Forward to URL

Forward to URL is used for creating events in third-party systems via REST API.

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IMPORTANT INFORMATION ABOUT RULES:

If you have multiple rules active with the same keywords, then the recipient will trigger the actions of all of these rules when replying to a message with the relevant keyword. This may mean that they receive automated responses not related to the original message, as well as inadvertently triggering multiple automated responses.


Examples of potential scenarios where you might want to create a rule:

We will be building on our list of workflows so watch out for more!


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