Overview
SMS Reply Handling in Mapp Engage defines how inbound SMS messages are processed when contacts respond to your campaigns. Each Mapp Engage group can support only one reply-handling method at a time. This means you must set up separate groups to manage subscriptions and unsubscriptions via SMS.
Navigation Path
Go to Audience > Group Management > Groups
Click the Change Settings icon
Select the Reply Handling tab and scroll down to the SMS section.
Key Characteristics
A single group cannot process both subscribe and unsubscribe replies. To support both, use multiple SMS groups.
The inbound mobile ID is required and must be configured via your SMS service provider.
Mapp Engage offers various handling methods depending on your desired outcome (e.g., automation triggers, email forwarding, subscription management).
System messages must be enabled for SMS for specific reply-handling methods to function correctly.
SMS Reply Handling Methods
1 Unsubscription
SMS Reply Handling Method | Description |
|---|---|
Send Unsubscribe Instructions | Sends a double opt-out message containing an unsubscribe code and URL. Contacts must confirm via the link. Uses the system message |
Initiate Event-based Automation | Automatically unsubscribes contacts upon matching keyword replies (e.g., “STOP,” “unsubscribe”). This is a single opt-out process. |
2 Automation
SMS Reply Handling Method | Description |
|---|---|
Initiate Event-based Automation | Triggers one or more automation events based on inbound SMS content. Automations can be filtered by keywords. |
3 Email Forwarding
SMS Reply Handling Method | Description |
|---|---|
Send to Group Owner | Converts incoming SMS to email and forwards to group owners or managers. No filtering is applied. |
Send to Email Address | Converts incoming SMS to email and forwards to a specified email address. |
Store in IMAP | Converts incoming SMS to email and stores it in the group’s IMAP inbox. It is accessible via an email client. |
4 Subscription
SMS Reply Handling Method | Description |
|---|---|
Treat as Mobile Subscribe Request | Adds the sender's mobile number to the group and sends |
Treat as Email Subscribe Request | Adds an email address from the SMS to the group, with options to:
|
Note: If a contact already exists in Mapp Engage with an email address, they must have permission to update their own address and profile data in order to successfully subscribe via SMS.
4.1 Subscription Behavior by Method
Reply Handling Method | Sent to Contact by Email | Sent to Contact by SMS | ||
|---|---|---|---|---|
Send Unsubscribe Instructions | – |
| ||
Treat as Mobile Subscribe Request | – |
| ||
Treat as Email Subscribe Request | Add without Notification | Store email & mobile | – |
|
Store email only | – | – | ||
Add with Notification | Store email & mobile |
|
| |
Store email only |
| – | ||
Invite | Store email & mobile |
|
| |
Store email only |
| – | ||
5 Other Methods
SMS Reply Handling Method | Description |
|---|---|
Ignore and Delete | Discards all inbound SMS messages without action. Not recommended. |
System Message Handling & Behavior
System messages for SMS must be explicitly enabled for the relevant group.
If both a mobile number and an email address are stored, Mapp Engage sends an additional SMS confirmation message using the
SysMsgMobileEmailSubscribeSuccesssystem message.This SMS is sent in addition to any email notification or invitation (e.g.,
SysMsgWelcomeToGroup,SysMsgInviteToGroupPasswd).If you do not want to send the SMS confirmation, you can suppress the
SysMsgMobileEmailSubscribeSuccessmessage in the group settings.