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Automation Templates Overview

To help make the Automation configuration process quicker, there is a range of templates available for use in common applications. Each template has pre-filled conditions and actions; however these are all editable to suit your specific needs.

  1. Customer Support
  2. VIP customer campaign
  3. Customer survey
  4. Automated replies
  5. Event RSVPs
  6. Forward Replies to Mobile
  7. Customise Opt-outs
  8. Damaged Goods Refund
  9. Forward Replies to Email


1. Customer Support

This template is designed to assist in responding to inbound customer support requests via SMS. It is pre-populated with the message type condition (set to Text Message) and the action is set to "Add to Group". There is also a second action to send an automated SMS reply, which has also been pre-populated with an example message to acknowledge the customer's request.

The idea is that when customers send a text to request support, they are added to a group (which needs to be first created by the user and then nominated in the action) so that the customer support team knows who has requested support and therefore needs assistance.

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2. VIP Customer Campaign

This template is designed to allow customers to sign up to a VIP list which may afford them certain concessions on your business services (the example given is based on a retailer offering discounts in store to VIP customers). The template is pre-populated with the keyword condition, as well as two actions - add to group and an automated message to acknowledge their registration to the VIP program.

The idea is that customers send in a text message containing a keyword to sign-up for a campaign, and then present the automated response text as proof of their membership. They are also added to a contact group (which must first be created and nominated in the "Add to Group" action by the user) so that you can send them further promotional messages and rewards etc. 

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3. Customer Survey

This template is designed to facilitate inbound responses to an outbound survey send to customers, asking them to reply with a score in relation to their experience. It is pre-populated with a Message Content condition, and an automated response action.


The idea is that you might send out a message to customers - e.g. "Please rate our service from 1-5, with 1 being poor and 5 being excellent", and when customers respond with their rating, a follow-up message is sent to thank them for their feedback.

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4. Automated Replies

One of the more generic templates, this is designed to manage automated conversations with customers based on keyword responses. The template is pre-populated with a Message Content condition containing multiple keywords, and an Automated Response SMS as an action.

The very straightforward idea is that when a customer sends a message containing one or many pre-defined keywords, the system sends an automated response.

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5. Event RSVPs

This template is designed to manage RSVPs from invitees to an event based on a keyword in their response to either an outbound message, or a call to action to send a specific keyword to a dedicated number. The template is pre-populated with a message condition containing multiple keywords, and an automated response SMS as the action.

The idea is that when customers send a positive response to an invitation to an event, they receive an automated response to confirm their attendance.

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6. Forward Replies to Mobile

Quite simply, this automation is used to forward all replies that meet the specified condition(s) to one or more mobile numbers. This will allow you to stay on top of responses while not logged in to the portal. By forwarding responses to multiple numbers, you can keep a team of people in the loop - which is ideal for project management applications.

The template is pre-populated with the message type condition and "Forward to Mobile" as the condition. You just need to enter the mobile number(s) to which you want messages to be forwarded.

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7. Customise Opt-outs

This template is designed to allow you to add customised opt-out keywords in addition to those you have configured in your Account Settings. The benefit of using this automation is that you can configure specific opt-out phrases for specific campaigns when used in conjunction with a dedicated number condition or a predefined time & date window.

The template is pre-populated with the Message Type condition as well as some example keywords, and the preset action is "Unsubscribe"

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8. Damaged Goods Refund

This flow is designed to help facilitate a goods-return process by forwarding MMS messages to an email address, such as that of the returns department. The template is pre-populated with the Message Type condition as MMS, and the Action is "Forward to Email."

The idea is that a customer sends a photo of a damaged product, which then gets forwarded to the email of a returns assessment body who can then review the damage and instigate the claims process.

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9. Forward to Email

This follows the same principal as Forwarding to Mobile, except this time the messages are forwarded to an email address (or multiple addresses).

The template is pre-populated with the message type condition and "Forward to Email" as the condition. You just need to enter the email address(es) to which you want messages to be forwarded.

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