Use this template to route inbound “help” requests into a support workflow. It can automatically recognize support-related messages, segment the sender, and reply with next steps.

Typical Conditions:

• Inbound message received
• Message contains one or more keywords (e.g., HELP, SUPPORT, ISSUE)
• Optional: message received on a specific number or inbox
• Optional: time/day window (after-hours routing)

Typical Actions:

• Add contact to a Support group/list
• Send an acknowledgement reply (e.g., “We received your request…”)
• Optional: forward the inbound message to email/mobile for escalation

Use this template to let customers opt into a VIP list using a keyword. When the system receives the keyword, it automatically adds the sender to a VIP group and sends a confirmation message.

Typical Conditions:

• Inbound message contains an opt-in keyword (e.g., VIP, DEALS, JOIN)
• Optional: only trigger if the contact is not already in the VIP group
• Optional: only allow opt-ins during a specific campaign window (date/time condition)

Typical Actions:

• Add contact to a VIP group/list
• Send a confirmation reply (e.g., “You’re subscribed… Reply STOP to opt out.”)
• Optional: tag the contact or write a note (if your workflow includes CRM-style fields)

Use this template after an appointment, purchase, or support interaction. Customers reply with a score, and the automation responds accordingly.

Typical Conditions:

• Inbound message matches a score pattern (commonly 1–5 or 0–10)
• Optional: only if the customer is in a “Survey Sent” group/list
• Optional: only within X days of the survey request

Typical Actions:

• Send a thank-you message for positive scores
• Send a recovery message for low scores (e.g., “We’re sorry—please tell us what happened…”)
• Optional: add contact to a “Needs Follow-Up” group for a manager callback
• Optional: forward low-score replies to email/mobile

Use this template to automatically answer common questions when contacts text specific keywords. This is ideal for “always-on” information like hours, locations, pricing links, and appointment instructions.

Typical Conditions:

• Inbound message contains a keyword (e.g., HOURS, ADDRESS, APPT, PRICING)
• Optional: only from contacts who have opted in (or are in a specific group)
• Optional: only when message is received on a specific number (to avoid cross-triggering)

Typical Actions:

• Send an automated reply (the “answer”)
• Optional: include a second message with next steps (e.g., “Reply 1 to book, Reply 2 for support”)
• Optional: add contact to a group based on keyword interest (e.g., “Pricing Interest”)

Use this template to manage RSVP responses for events, webinars, open houses, or internal staff meetings. Contacts reply with a keyword (e.g., YES/NO), and the system confirms and organizes attendees.

Typical Conditions:

• Inbound reply contains RSVP keyword(s) such as YES, NO, MAYBE
• Optional: only trigger for contacts in an “Invited” group/list
• Optional: stop processing after a cut-off date/time

Typical Actions:

• Add contact to an “Attending” group (YES) or “Not Attending” group (NO)
• Send a confirmation reply and include event details (date/time/location)
• Optional: send a reminder message closer to the event (separate automation or scheduled message)

Use this template to forward inbound replies that match your criteria to one or more mobile numbers. This is useful for on-call staff, urgent alerts, or scenarios where a team needs visibility outside the app.

Typical Conditions:

• Inbound message received
• Optional: message contains urgent keywords (e.g., URGENT, CALL, EMERGENCY)
• Optional: after-hours only (date/time received condition)
• Optional: only for messages received on a specific inbox/number

Typical Actions:

• Forward the message to one or more mobile numbers
• Optional: send an auto-reply to the sender (“We received your message…”)
• Optional: add contact to a group like “After-Hours Requests”

Use this template to support additional opt-out keywords beyond your standard STOP keyword behavior. This can help align with internal processes (e.g., “UNSUBSCRIBE”, “CANCEL”, “REMOVE”) and ensure opt-outs are handled consistently.

Typical Conditions:

• Inbound message contains opt-out words (e.g., UNSUBSCRIBE, CANCEL, REMOVE ME)
• Optional: only for messages tied to a certain campaign/number

Typical Actions:

• Unsubscribe the contact (opt them out)
• Send an opt-out confirmation message (e.g., “You’re unsubscribed…”)
• Optional: add contact to an internal “Do Not Contact” group/list for reporting

Use this template to streamline returns/claims. When a customer texts a photo (MMS), the automation forwards the media to an email inbox (e.g., returns@company.com) so your team can process the request quickly.

Typical Conditions:

• Inbound message received with media attachment (MMS)
• Optional: message contains a keyword like DAMAGE or RETURN
• Optional: only from contacts in a “Recent Orders” group/list

Typical Actions:

• Forward MMS (and message details) to a designated email address
• Send a confirmation message to the customer (“Thanks—our team will review…”)
• Optional: add contact to a “Claims Open” group/list

Use this template to send inbound replies to an email address or distribution list. This is helpful for shared inbox coverage, basic ticketing, or compliance archiving.

Typical Conditions:

• Inbound message received
• Optional: only if message contains a keyword (e.g., BILLING, SUPPORT)
• Optional: only during a time window (for example, after-hours)
• Optional: only for messages received on a specific number/inbox

Typical Actions:

• Forward the message details to one or more email addresses
• Optional: send an acknowledgement reply to the sender
• Optional: add the sender to a group/list (e.g., “Billing Requests”)

• Confirm the automation is enabled (if your system supports enable/disable states).
• Verify keywords match exactly as configured (spelling and spacing).
• Check that any required contact groups referenced by the template exist.
• Review time/date conditions that may be preventing triggers.

• Add keyword conditions so only certain messages forward.
• Restrict by time window (after-hours only).
• Restrict by receiving number/inbox to avoid cross-triggering.

• Confirm the action references the correct group/list.
• Ensure the group exists and is spelled correctly.
• Test with a contact that is not already in that group (if your logic expects “not in group”).

A condition determines when an automation runs (for example: an inbound message contains a keyword). An action is what the automation does when conditions are met (for example: send a reply, add to a group, or forward a message).

Yes. Many teams use multiple automations to build a complete workflow (for example: VIP opt-in + FAQ replies + forwarding after-hours). Use guardrails (keywords, numbers, and time windows) to prevent overlap.