What is a keyword reply?
A keyword reply sends an automatic text back when someone texts a specific word to your number. Put "Text BOOK to (801) 555-0100" on a slide, a flyer, or a seminar handout, and everyone who texts in gets your reply right away. You get a list of who they were.
Advisors use them as lead magnets, to collect RSVPs, and to start a conversation without handing out a business card. A few ideas:
BOOK replies with a link to a free guide
MEET replies with your scheduling link
CARD replies with your contact card
MAP replies with directions to your office
The name of a conference you're attending, so people you meet can follow up in one text
Note: Keyword replies are part of the Outreach add-on. If opening Keyword Replies takes you to an upgrade page, the add-on isn't on your account yet. See billing and plans.
How do I create a keyword reply?
Keyword replies are created in the web app on a computer.
Step 1. Open Keyword Replies
Go to Keyword Replies under Outreach in the sidebar and click Add keyword reply.
Step 2. Choose the number
Under Which number should this keyword use?, pick the phone number people will text. The keyword only works on that number, and this can't be changed later.
Step 3. Enter the keyword
Type your keyword and click Add Keyword Rule. Keep it short and easy to spell out loud.
Step 4. Write the reply
On the Message step, write what people get back. You can add photos, files, links, your scheduling link, and your contact card, or start from one of your templates. Click Preview reply to see how it will look.
Step 5. Add follow up actions
On the Actions step you can have more happen after the reply goes out. See below.
Step 6. Check that it's on
The keyword is live when its status shows Active. Use the switch on the left to turn it off or on at any time.
There's no save button. Your changes save automatically as you go, and the summary on the left shows when it last saved.
How exact does the text have to be?
Exact. The reply only goes out when the message is just the keyword and nothing else. A text that says "BOOK please" or "I'd like the book" won't trigger it, and lands in your inbox as a normal message for you to answer.
So spell it out wherever you promote it: "Text the word BOOK to (801) 555-0100". A single short word works best, and the QR code and link below take the typing out of it entirely.
What can I use as a keyword?
Letters and numbers only, with no spaces or punctuation
20 characters or fewer
One keyword per reply
Each keyword can be used once per phone number. The same word can be set up again on a different number.
Some words can't be used because carriers reserve them for opting in and out of texts: START, YES, UNSTOP, SUBSCRIBE, STOP, STOPALL, UNSUBSCRIBE, CANCEL, QUIT, END, NO, HELP, and INFO. If you see "Keyword not valid", that's why. See managing unsubscribes for how those words work.
Tip: Keep the reply under 480 characters. The counter under the message box turns red when you go over. Longer texts are split into several messages, so a short reply with a link reads best.
What else can happen when someone texts in?
On the Actions step you can switch on any of these to run after the reply is sent:
Trigger a sequence to add the contact to a sequence. This one is in preview.
Create an opportunity in your CRM, in the pipeline and stage you choose.
Attach tags to the contact in your CRM. Existing contacts get the tag right away, and new contacts get it when they're added through CurrentClient.
Creating opportunities and attaching tags work with Wealthbox today. See Wealthbox setup.
How do I share my keyword?
Open the keyword and click Share keyword. You get two things:
A QR code. Anyone who scans it gets a text to your number with the keyword already typed, ready to send. Click Download PNG and drop it on a slide, a flyer, or your booth signage.
A shareable SMS link that does the same thing when tapped on a phone. Click Copy and use it in an email or on your website.
You can also open the QR code from the mobile app. Go to Settings, then Keywords, and tap the keyword. It's handy for letting someone scan your phone in person. Tap the pin to keep a keyword on your mobile dashboard.
How do I see who texted in?
Open the keyword and go to the Activity step. You'll see every number that texted the keyword and the contact it matches, if there is one. The total is shown as Hits on the keyword and on its card in the list.
Every reply that goes out is labelled Keyword reply in the conversation, with a shortcut back to the keyword that sent it. From there it's a normal conversation, so jump in and reply personally whenever you like.
How do I pause or delete a keyword?
Pause it. Open the keyword and turn off the switch on the left. The status changes to Disabled. Turn it back on whenever you need it again, which is useful for a keyword you only use at events.
Edit it. Change the keyword, the reply, the actions, or the description at any time. The description is an internal note for your team. People who text in never see it.
Delete it. On the Settings step, click Delete keyword and confirm. This is permanent. Replies that were already sent stay in their conversations.
Keyword replies are managed on the web. In the mobile app you can view your keywords, see how often each has been used, and show the QR code.
How is this different from auto-replies?
Auto-replies answer everyone who texts or calls a number, based on your business hours or an out of office setting. A keyword reply only answers people who text one specific word. Use auto-replies to set expectations when you're away, and keyword replies to hand something out or start a conversation.
To reach many clients at once with the same message, see broadcasts.