Contents x
      SMS Reply Handling
      • 5 Minutes to read
      • Print
      • Dark
        Light
      Contents

      SMS Reply Handling

      • 5 Minutes to read
      • Print
      • Dark
        Light
      Article summary

      Mapp Engage enables two-way SMS marketing. In Mapp Engage, your contacts can send SMS messages to your Mapp Engage group.

      You define how Mapp Engage handles these inbound SMS messages in the settings of the group.

      Contacts use the inbound mobile ID number to reply to an SMS message, to contact the group, or to unsubscribe. The inbound mobile ID is provided by your SMS service provider. If you have not yet set up the inbound mobile ID, see ​Set Up SMS Messaging​.

      Use Replies for Unsubscription​

      You cannot use a single Mapp Engage group to handle subscribes and unsubscribes via SMS because the processes require different reply handling methods. Each Mapp Engage group can only have a one reply-handling method. If you want to allow both subscribes and unsubscribes via SMS, see ​SMS Program With Multiple SMS Groups​.

      SMS Reply Handling Method

      Description

      ​Send Unsubscribe Instructions​

      Sends unsubscribe instructions to the mobile number that sent the reply. The message contains an unsubscribe code and a link to a webpage. The recipient must enter the code on the webpage to unsubscribe.

      This process is called a double opt-out unsubscription. For instructions, see ​Unsubscribe All Inbound SMS Numbers​.

      The unsubscribe instructions are contained in the system message ​SysMsgUnsubscribeInstructions​. Enable this system message for the SMS channel in the respective group. By default, system messages are enabled for email only. For instructions, see ​System Messages via SMS​.

      ​Initiate Event-based Automation​

      Executes an event-based automation that unsubscribes contacts from the Mapp Engage group when they send an SMS to the group. You can filter the replies for certain words you define (such as quit, unsubscribe, and cancel).

      This is a "single opt-out" unsubscribe process.

      For instructions, see ​Unsubscribe Filtered Inbound SMS​.

      Use Replies for Automations​

      SMS Reply Handling Method

      Description

      ​Initiate Event-based Automation ​

      Starts an automation event when a contact sends an inbound SMS to the group. For more information, see ​Message Reply Received (C)​.

      You can create multiple automations for the same SMS group. Each inbound SMS can therefore start multiple automations at the same time.

      You can limit the automations to inbound SMS messages that contain a certain word or words. For example, you can limit the automations to messages that contain the word help. In this way, you can create many different SMS programs with a single Mapp Engage group.

      Usually, you restrict the automation event to the SMS group. This restriction ensures that the automation does not react to other groups with that use the same automation setting.

      For more information, see ​Scenarios for SMS​.

      One Mapp Engage group cannot handle both subscribes and unsubscribes via SMS because these processes require two different reply handling methods. Each Mapp Engage group can only have one reply handling method. If you want to allow both subscribes and unsubscribes via SMS, see ​SMS Program With Multiple SMS Groups​.

      Transform Replies into Emails​

      With the following methods, Mapp Engage turns every incoming SMS into an email message. Mapp Engage sends the email to the group owner, a defined email address, or an IMAP folder.

      SMS Reply Handling Method

      Description

      ​Send to Group Owner​

      Converts every incoming SMS into an email. Mapp Engage forwards the email to group members with the group role ​Owner​ or ​Manager​. The replies are not filtered in any way.

      Store in IMAP

      Converts every incoming SMS into an email. Mapp Engage forwards the email to the IMAP inbox of the group. You can access the IMAP folder with an email client. For more information, see ​Access the Inbox with IMAP​.

      ​Send to Email Address​

      Converts every incoming SMS into an email. Mapp Engage forwards the email to the specified email address.

      Use Replies for Subscription​

      These reply handling settings allow contacts to subscribe to a Mapp Engage group with an inbound SMS. These settings allow subscription with an email address or a mobile number. Depending on the reply handling setting and the content of the SMS, Mapp Engage stores the email address, mobile number or both.

      To subscribe, the inbound SMS must have the correct format. See ​Subscribe with Inbound SMS​.

      One Mapp Engage group cannot handle both subscribes and unsubscribes via SMS because these processes require two different reply handling methods. Each Mapp Engage group can only have one reply handling method. If you want to allow both subscribes and unsubscribes via SMS, see SMS Program With Multiple SMS Groups​.

      SMS Reply Handling Method

      Description

      ​Treat as Mobile Subscribe Request​

      Adds the mobile sender to the group and sends the system message ​SysMsgWelcomeToGroupPasswd​ via SMS.

      For more information, see ​Subscribe with Inbound SMS​.

      ​Treat as Email Subscribe Request​

      Adds an email address to the group. You can use this setting to allow your contacts to subscribe to the group via email.

      • ​Add Contact:​

        • ​With Notification:​ The added contacts are sent a confirmation message. This method conforms to single opt-in standards for email.

        • ​Without Notification:​ The added contacts are not sent any confirmation or welcome message by email.

        • ​Invited:​ The added contacts are sent an invitation immediately after import. Contacts must accept the invitation by clicking a link in the email. Recipients who do not reply within 14 days are automatically deleted from the group. Recipients who have not yet accepted membership to the group are given ​Pending​ status. Pending recipients do not receive messages in the group. This method conforms to double opt-in standards for email.

      • ​Store Mobile Number​:

        • ​Yes:​ Stores the mobile number and the email address in the profile of the contact. This option is only possible when the mobile number is available.
          If you opt to store the mobile number and the email address, Mapp Engage sends the contact an additional confirmation message by SMS. Mapp Engage uses the ​SysMsgMobileEmailSubscribeSuccess​ system message. This system message is sent in addition to the notification or invitation that Mapp Engage sends via email. If you do not want to send a confirmation via SMS, suppress this system message.

        • ​No:​ Stores only the email address in the profile of the contact.

      For more information, see ​Subscribe with Inbound SMS​.

      A contact may already exist in Mapp Engage with an email address. If Mapp Engage recognizes that the contact exists, the contact must have the following permission to change their own address and profile data:

      208

      ​Contact Management: Edit address for own contact profile​

      Other

      SMS Reply Handling Method

      Description

      ​Ignore and Delete​

      Ignores and immediately deletes every incoming SMS to the system. Mapp Engage does not take any further action.

      We do not recommend this setting.

      SMS System Messages for Reply Handling​

      System messages for SMS must be enabled on your system. For instructions, see ​System Messages via SMS​.

      Reply Handling Method

      Sent to Contact by Email

      Sent to Contact by SMS

      ​Send Unsubscribe Instructions​

      –

      SysMsgUnsubscribeInstructions

      ​Treat as Mobile Subscribe Request​

      –

      SysMsgWelcomeToGroupPasswd

      ​Treat as Email Subscribe Request​

      ​Add without Notification​

      Store email & mobile

      –

      SysMsgMobileEmailSubscribeSuccess

      Store email only

      –

      –

      ​Add with Notification​

      Store email & mobile

      SysMsgWelcomeToGroup

      SysMsgWelcomeToGroupPasswd AND SysMsgMobileEmailSubscribeSuccess

      Store email only

      SysMsgWelcomeToGroup

      –

      ​Invite​

      Store email & mobile

      SysMsgInviteToGroupPasswd

      SysMsgInviteToGroupPasswd AND SysMsgMobileEmailSubscribeSuccess

      Store email only

      SysMsgInviteToGroupPasswd

      –

      If you opt to store the mobile number and the email address, Mapp Engage sends the contact an additional confirmation message by SMS (​SysMsgMobileEmailSubscribeSuccess​). This message is sent in addition to the notification or invitation that Mapp Engage sends via email. If you do not want to send a confirmation via SMS, suppress this system message.

      Was this article helpful?
      Related articles
      What's Next