---
title: "SMS Reply Handling"
slug: "sms-reply-handling"
updated: 2025-07-25T15:20:36Z
published: 2025-07-25T15:20:36Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SMS Reply Handling

## 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

1. Go to *Audience > Group Management > Groups*
2. Click the **Change Settings** icon
3. 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 `SysMsgUnsubscribeInstructions`. |
| **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. |

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### **4 Subscription**

| SMS Reply Handling Method | Description |
| --- | --- |
| **Treat as Mobile Subscribe Request** | Adds the sender's mobile number to the group and sends `SysMsgWelcomeToGroupPasswd`. |
| **Treat as Email Subscribe Request** | Adds an email address from the SMS to the group, with options to: - Add Without Notification - Add With Notification - Invite |

> [!NOTE]
> **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​** | – | `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` | – |

---

### 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 `SysMsgMobileEmailSubscribeSuccess` system 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 `SysMsgMobileEmailSubscribeSuccess` message in the group settings.

The process where a user unsubscribes from messages, ensuring they are removed from future communications.

## Related

- [SMS Program With Multiple SMS Groups](/sms-program-with-multiple-sms-groups.md)
- [Enable Subscription via Inbound SMS](/subscribe-with-inbound-sms.md)
- [Unsubscribe All Inbound SMS Numbers](/unsubscribe-all-inbound-sms-numbers.md)
- [Accessing the Inbox with IMAP](/access-the-inbox-with-imap.md)
- [Group Creation: Reply Handling](/reply-handling-tab.md)