Group Triggers & Keywords

Group Triggers & Keywords

The feature allows you to set up keywords within a group, that trigger sending of surveys, notices, emailing a team member, applying a label, setting a respondent field or recording sales via SMS. (Listeners). Triggers are prioritized and evaluated in the order shown.

For example, if you have a trigger with the keyword HELP, whenever any of the respondents in that group text HELP to your short-code, they can get a survey/notice that you have chosen. You may also add a label that is applied to all respondents who use the trigger and receive an email alert whenever a respondent triggers a campaign.

Creating a Trigger

To add in a new trigger, do the following:
  1. From the Left hand menu, navigate to Groups
  2. Click on the desired group in the sub menu
  3. Click on the Settings tab
  4. Under Settings, click on Triggers & Keywords
  5. Click on "Add Trigger"
  6. Under Keyword, type in the text of the trigger you want to set up
  7. Once you have setup the desired keyword text, click on "UNSAVE,SAVE NOW" to save the setup. You can now customize the trigger with the different options below

Trigger Type

You can set the type of trigger which will determine what the trigger should do once a contact sends in the trigger word to your shortcode.
To set the trigger type, do the following:
  1. Under Type, select the desired trigger type
  2. Select the type as "Pass to Inbox" to you can view the messages in the Group Inbox where you or a team member can respond to contacts.
  3. Select the type as “ Survey/Notice” to send out a communication to the contact
  4. Select the type as “ Collector” to perform a calculation based on the response
  5. Select the type as “ Silent” to perform no action with the triggers
  6. Once you have set your trigger type, click on "UNSAVE,SAVE NOW" to save the setup

Trigger Matching

Once you have selected your trigger type, you will need to apply the trigger matching. Once the trigger matching is set, the platform will attempt to match 80% of the word sent to the trigger
To set the trigger match do the following:
  1. Under Matching, select the type of Matching required
  2. First Word Matching: when the match is set to "First Word", the platform will match the keyword to the first word in the message.
  3. Anywhere: when matching is set to "anywhere", the platform looks for the exact sequence of the keyword in the message. For example, if the trigger word is PROM, will this be matched if the message contains a word like Promotion, Promise or Prom.
  4. Once you have set your trigger matching, click on "UNSAVE,SAVE NOW" to save the setup

Trigger Advanced Options

There are several options that you can set up on a trigger to work with surveys, apply new information to contacts or even connect to an API intergration
To customize trigger advanced options, do the following:
  1. Interpret trigger as a response to the first question: If you have set up the trigger type as "Survey/Notice" and selected the desired survey, this option when enabled would take the trigger keyword as a response to the first question in the survey
  2. Apply Label: Here you can set up a label that would be applied to contacts who send in the trigger keyword
  3. Alert Email upon trigger use- Here you can set up an email address to which you could receive email alerts when a  contacts sends in the trigger keyword(s)
  4. Apply a Web-Hook: Here you can apply a third-party URL webhook (For more information, refer to the API documentation)
  5. Choose to Move the respondent to Group: You can use this option to move a contact to a different group when they send in the trigger keyword
  6. Set the trigger as custom field: Here you can apply the desired value to a field once a contact sends in the trigger keyword
  7. Once you have setup the desired keyword text, trigger type, type of matching and selecting the desired advanced options, click on "UNSAVE,SAVE NOW" to save the setup or update changes.

Default Group Triggers

Echo Mobile Customers using private services are able to extend the use of triggers within their default group. With the default group, contacts who send in a SMS message that does not match any of the existing groups' names, are registered into the default group.

Once these contacts are registered, it is now possible for your contacts to use Triggers and Keywords that you would have set up in the Default group to initiate communication.

Before You Begin….
  1. This only works for Echo Mobile Customers with Private SMS Services i.e Private SMS short-code that is unique to the organization
  2. This only works on the default group
  3. Contacts who are not registered within your account CANNOT trigger surveys or notices set up on other groups.
  4. Self-registration MUST be enabled on the default group to enable contacts who are not registered within your account to "access" triggers and keywords.
  5. Triggers set up under the Default group are only accessible to unregistered contacts or contacts registered under the Default group.
  6. Contacts registered to other groups can only access the triggers if they are set up under the individual groups.
  7. Trigger names SHOULD NOT be the same as group names.

How does this work?

Taking an instance where you have set up a Trigger “TALENT” in your Default group “CATCH”.
  1. Alex (254712XXXXX) does not exist in any of your groups sends TALENT to 12345, (s)he would first be registered in the Default group.
  2. A secondary search would them be done by the platform looking out if there is a trigger setup that matches the message sent.
  3. If a trigger is matched, the action defined is executed. The platform doesn't run the group registration survey but still puts the contact in the default group.
  4. If the platform does not find a match in the Default group triggers, the contact is added to the default group and actions set up under the Default group registration are run.

Missed Call Triggers for Voice/IVR

Missed Calls will be handled as incoming calls from a customer. This means missed calls can work for existing and new customers in your organization depending on whether you are on a Private IVR Service.

When new customer places a missed call, the platform will run a check for any missed calls triggers in groups. 
  1. If a missed call trigger is found in any of the groups, the contact is registered in the group and send out the setup Voice or SMS message.
  2. If a missed call trigger is found in the default group, the contact is registered in the default group and send out the setup Voice or SMS message.

If you require more information on this, please do reach out to support@echomobile.org

Setting up Missed Call Trigger

To set up a Missed Call trigger within a Group, do the following
  1. From the Left hand menu, navigate to Groups
  2. Click on the desired group in the sub menu
  3. Click on the Settings tab
  4. Under Settings, click on Triggers & Keywords
  5. Click on "Add Trigger"
  6. Under Keyword, type in [MC]
  7. Under Type, select the type as “ Survey/ Notice” to send out a communication to the contact.
  8. Here you can select a Notice/Survey with the channel setup as Voice/IVR.
  9. You can also choose to select a Notice/Survey with the channel setup as SMS. This would depend largely on your desired customer journey.
  10. You can also choose to apply other advanced options settings to the trigger.
  11. Once you have set up the missed call trigger, click on "UNSAVE,SAVE NOW" to save the setup or update changes.
Do you have any question or queries? Talk to us via support@echomobile.org













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