Customer SMS responses

  • 5 December 2023
  • 1 reply


Hi There,


I am running a newsletter sign up that includes a SMS sign up option. It is a double opt-in and I have had a handful of responses from these numbers where all of the conversations match my opt-in language. 


Any idea why this is happening and what I can do to fix it and avoid it in the future?





Best answer by Taylor Tarpley 8 December 2023, 06:36

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Hi there @TheLeatherGuyNick


Welcome to the Community! Happy to help! 


You could be receiving this automated message if there is a keyword in the SMS that isn’t recognized. I would investigate if the trigger keyword in your message, it appears that it’s JOIN from the screenshot, has been activated.


Navigate to your Settings > SMS > automations to confirm whether or not your JOIN keyword is active. If you see the ‘inactive’ status, then this would be the issue! To resolve this, click the three dot drop down option to the right, click ‘Edit’, and toggle on the keyword in the popup box. 


Thanks for participating in the Community!