Solved

SMS automation trigger word not working

Forum|Forum|5 months ago
May 12, 2025
3 replies
55 views

+3

BeautyCopywriter94
Contributor I
2 replies

I’ve set up a product match quiz through SMS automations and have integrated it into my SMS welcome flow but the quiz (automation) doesn’t work with the trigger word.

This is what I have set up:

Trigger --

Profile replied to Flow

Flow name -- welcome

Flow message SMS #3

Keyword “QUIZ”

SMS #3 “ {{ first_name|default:'Hello' }}, ready to find your perfect {brand_name} match? Take our short quiz to discover the right product for your skin. Simply text QUIZ to begin.”

Recipient replies with keyword but receives an error message
“This inbox is not being monitored. For help reach us at [email]”

What did I miss? Not sure what there is to fi

Best answer by emma.owens

Hi @BeautyCopywriter94 !

Thank you for reaching out to Klaviyo Support, and happy to hear that you’re utilizing our new SMS automations tool! It sounds like the automated message you have set up is not currently sending - can you please ensure that when testing, you are typing the exact keyword (capitalizations included)? I would also suggest making sure that the recipient is responding to the correct flow message. For example, if they respond to SMS #2 instead of SMS #3, they will not receive the automated message.

Let me know if either of these solutions resolve the issue, and if not I would suggest reaching out to our Support Team so they can take a look at your account and ensure everything is set up correctly!

+20

emma.owens
Community Manager
216 replies
Answer
Forum|Forum|5 months ago
May 14, 2025

Hi @BeautyCopywriter94 !

Thank you for reaching out to Klaviyo Support, and happy to hear that you’re utilizing our new SMS automations tool! It sounds like the automated message you have set up is not currently sending - can you please ensure that when testing, you are typing the exact keyword (capitalizations included)? I would also suggest making sure that the recipient is responding to the correct flow message. For example, if they respond to SMS #2 instead of SMS #3, they will not receive the automated message.

Let me know if either of these solutions resolve the issue, and if not I would suggest reaching out to our Support Team so they can take a look at your account and ensure everything is set up correctly!

B

+3

BeautyCopywriter94
Author
Contributor I
2 replies
Forum|Forum|5 months ago
May 14, 2025

Thank you.

Am I able to test it through a preview? I can’t figure out exactly how to test the automation without going through the full welcome flow.
Double checked that it is connected to the right SMS message. However, it doesn’t seem like my recipients are responding to the correct flow message. When I see a conversation in Inbox, it looks like they are replying the keyword to other messages.

+20

emma.owens
Community Manager
216 replies
Forum|Forum|5 months ago
May 14, 2025

Unfortunately it is not currently possible to preview the automation - you would need to test this out by subscribing to SMS so that you enter your SMS welcome series.

I would also ensure that the email you have set up in your automation matches the email in your flow that is prompting the recipient to text ‘QUIZ’. For example, if your SMS #2 is asking the recipient to text ‘QUIZ’, but your automation is set up to trigger on SMS $3, then there would be a misalignment.

If you have checked all of these things and still aren’t able to locate this cause, then I would suggest reaching out to our Support Team !

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