Next Keywords in Salesforce Marketing Cloud
Why Salesforce Stack Exchange recommends it
Salesforce Stack Exchange answerers point people to it when asking how to capture or map SMS replies, since it shows the Next Keyword setup that links a response to the original message.
Recommended by 3 people across 3 different months, 2017 to 2020.
What it is
A 2.5 minute episode from Eliot Harper's Salesforce Marketing Cloud Best Practice Series. It explains how Next Keywords in MobileConnect let you build two-way SMS conversations, where an inbound reply is tied to the outbound message that prompted it.
What people said
Recommends Unais Komath · 2017-11 · Salesforce Stack Exchange · on “Gathering feedback via SMS”
It's doable. You need a out bound SMS with a next keyword and a text response sms which will help you to write it in a DE. After you have the information in DE, use a simple update function in journey activity to update transaction record with the feedback. Watch the below video by Eliot Harper and you will understand how it can be done. [this video] Another option is to use a salesforce ampscript to update the record directly from text response sms.
Recommends Rafał Wolsztyniak · 2019-12 · Salesforce Stack Exchange · on “How to map an inbound to an outbound SMS”
Yes, you can do this with the Next Keyword [LINK] (see: video explanation by Eliot Harper [this video] ) setting in your text messages. You can fulfill the requirements with this setting alone, but you won't shield yourself about answers different than expected. The core of a proper implementation is a text message of the Text Response template that detects if the answer was either Yes or No: you need to detect what the customer has sent with AMPscript Variables for Use with Mobile Messages [LINK] If YES or NO is sent, you use the CreateSmsConversation() [LINK] function with the next Keyword in your flow (if the response is coming to the message on Keyword_1, you create a conversation with Keywor
Recommends Eliot Harper · 2020-03 · Salesforce Stack Exchange · on “Capture SMS response on Journey Builder”
There are a few steps that you need to complete to achieve this. Create a Data Extension to store the text reponses. Include two fields; 'MobileNumber' and 'Response'. MobileNumber should be the Primary Key. Add an SMS Activity to your Journey, create an outbound message and assign a Next Keyword (you will need to create one in MobileConnect that is not used by any other message). In MobileConnect, create a text response message that uses the Next Keyword that you defined in the previous step. Include a response message and AMPscript UpsertData [LINK] function to insert the reply into the Data Extension you created in step 1. Refer to example code below. Add the DE from step 1 to your Contac