Two-Way SMS capabilities allow you to automate real-time customer conversations in the Zeta Marketing Platform, including quick-response surveys, mobile opt-in workflows, appointment confirmations, and more. This feature is available in Broadcast Campaigns and Experiences.

Instructions

Campaigns

  1. Create a new SMS Broadcast campaign.

  2. Once a user replies to the SMS message it will trigger the sms_reply event.

  3. Once the event is triggered a second SMS message will be sent for example a confirmation message.

    1. All SMS Replies via the native SMS solution will appear in a person's journey as the event sms_reply.

    2. Within the event, there are a variety of campaign-related properties based on the last sent campaign as well as the "reply_text" which contains the customer's literal response.

Experience Builder

  1. Select an Action Node

  2. Create a new SMS campaign

  3. Once a user replies to the SMS message it will trigger the sms_reply event the same way it would for a regular broadcast campaign.

  4. The user can also select sms_reply as an event under the Event Node section.

Reporting Metrics

Hard Bounce

This count represents those identified as invalid numbers by the mobile carriers (AT&T, Verizon, etc)

Soft Bounce

This count represents those that are identified as valid numbers by the mobile carriers, but the specific handset could not be reached for 72 hours.

Block

This count represents those that were Suppressed downstream of the ZMP before reaching the mobile carriers

For more information on Reporting & Metrics click the links below.

  1. Report Builder

  2. Metrics & Dimensions