This article is describing functionality as managed in the new Symplify user interface.
We are currently in the process of launching our new user Interface therefore we have made some changes in expertise. If you’ve not been informed about this and are still using the current UI go to the original article, see link below.
Learn how this was done in the old interface!
SMS inbox allows you to receive incoming text messages from your customers.
There are two types of SMS inboxes:
- Regular inbox – to collect mobile numbers (and/or more information) from signups, public competitions or similar.
- Unsubscribe inbox – to let your recipients unsubscribe from the SMS channel by sending SMS-Stop messages to a short number.
Inbox registration
As SMS Inbox is an add-on, please contact your Success manager at Symplify for more information and assistance with the initial setup.
The setup includes a short code/phone number and keyword registration.
SMS Keywords
An SMS keyword is a specific word or phrase that users must include when interacting with you. It is used to connect the incoming SMS to your account (and inbox).
A keyword can be maximum 10 characters.
The shorter and more specific for your company the keyword is, the better. Symplify could have keywords like “SYMPLIFY”, “SYMPLIFYSTOP” or “SYMSTOP”.
The user type "KEYWORD[SPACE]Message" (if a message should be included).
Your Success manager will check availability for your requested keyword.
Sub keywords
In addition to your keyword, you can also use sub keywords. A sub keyword is a word you can add after the actual keyword and use for an additional inbox, either for a specific purpose, like SMS optout or if you need multiple inboxes for multiple databases.
Sub keywords do not need any registration but must always be used in combination with your main (registered) keyword.
The user type "KEYWORD[SPACE]SUB KEYWORD[SPACE]Message" (if a message should be included).
Setup
When the initial setup is done, admin users can configure the inbox settings in Symplify.
Find your way to Contacts > SMS Inbox and click Create in the side menu.
Enter the registered keyword and the SMS number as provided by your Success manager.
Select the database where contacts will be created or unsubscribed from and hit Create (and edit).
Please note that when using a regular inbox, new contacts will be created with the incoming mobile number as original id.
When opening your inbox and go to Settings you can view and edit your inbox.
Reply message
Your inbox will work without a reply message but it is standard and highly recommended to send a reply message to all incoming messages, regardless type or purpose.
Add your sender name and the message you want to respond with for the specific inbox:
Collect information
If you want to collect information from your customers, you can request them send an SMS.
For example:
To take part in the competition, send an SMS to 71400 with content SYMPLIFY followed by your guess.
In this case the keyword is “SYMPLIFY”, and the text the person write after that will be shown in the inbox under Messages:
In the inbox overview you can easily view how many incoming messages you’ve received over time.