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Managing incoming SMS

Managing STOP SMS

When a profile replies to an SMS message which was sent via Campaign, you can configure messages which are automatically sent back to him as well as the action to perform.
This configuration is defined in the
Automatic reply sent to the MO
section of the SMS Routing external account . MO stands for 'Mobile Originated', which means that you can configure an auto-reply to the mobile who sent the SMS.
To do so:
  1. From the advanced menu, via the Adobe Campaign logo, select
    Administration > Application settings > External accounts
    then the
    SMS routing via SMPP
    external account.
  2. Under the
    Automatic reply sent to the MO
    category, click
    Create element
    to start configuring your automatic reply.
  3. Choose the keyword that will trigger this automatic reply. The keywords are not case-sensitive. For example, here, if recipients send the keyword "STOP", they will receive the automatic reply.
    Leave this column empty if you want to send the same reply no matter what the keyword is.
  4. In the
    Short code
    field, specify a number that is usually used to send deliveries and will serve as a sender name. You can also decide to leave the
    Short code
    column empty, to send the same reply no matter what the short code.
  5. Type in the answer you want to send to your recipients in the field
    To carry out an action without sending a reply, leave the
    column empty. For example, this allows you to remove from quarantine the phone number of a user who replies with a message other than "STOP".
  6. In the
    Additional action
    field, link an action to your automatic reply:
    • The
      Send to quarantine
      action automatically quarantines the profile phone number.
    • The
      Remove from quarantine
      action removes the profile phone number from quarantine.
    • The
      action allows you to only send the message to your recipients without carrying an action.
    For example, in the configuration below, if recipients send the keyword "STOP", they will automatically receive an unsubscription confirmation and their phone number will be sent to quarantine with the
    status. This status refers to the phone number only, the profile is not blacklisted so that the user continues receiving email messages.
Your recipients can now be automatically unsubscribed to your messages and sent to quarantine with this automatic reply. The quarantined recipients are listed in the
table available through the
menu. For more information on quarantines, refer to this section .
These incoming SMS can be stored if needed. For more information on this, refer to this section .

Storing incoming SMS

In the
SMS routing via SMPP
external account, you can choose to store incoming messages for example when a subscriber replies "STOP" to an SMS message in order to be removed from your recipient lists.
By checking
Store incoming MO in the database
in the
SMPP channel settings
category, all SMS will be stored in the inSMS table and can be retrieved via a query activity in a workflow.
To do so:
  1. In the
    SMPP channel settings
    field, check
    Store incoming MO in the database
  2. In the
    Marketing activities
    tab, click
    then select
  3. Select your workflow type.
  4. Edit the properties of your workflow, then click
    . For more on workflows creation, refer to this section .
  5. Drag and drop a
    activity and double-click the activity.
  6. In the
    tab of the query, choose
    Incoming SMS (inSMS)
    in the
  7. Then, in the
    tab, drag and drop the
    Incoming SMS attributes
  8. Here, we want to target every incoming message from the day before. In the
    category, select
    Creation date (created)
  9. In
    Filter type
    , select
    then in
    Level of precision
    , choose
  10. You can then choose to retrieve data from today, the day before or the last few days. Click
    when your query is configured.
This query will retrieve every STOP message received depending on the chosen time range.
The activity allows you for example to build a population and better personalize your deliveries.