Our business uses Sakari for sending SMS via hubspot. We do this via workflows which works fine. We also engage various workflows when we receive replies to those messages.
Ideally we would like to tailor our workflow actions based on what marketing SMS has been replied to.
E.g. if Steve Smith replies to marketing SMS #1, send Task A to contact owner. If Steve Smith replies to Marketing SMS #2, send Task B to contact owner and set (insert contact property) to XYZ.
Our current SMS workflow structure looks a bit like this;
Flow 1) When sending SMS via workflows - we set a contact property called SMS Name.
Flow 2) When we receive SMS (SMS received trigger) - it engages a lead rotation workflow that rotates the contact based on some contact properties. This then feeds into flow 3.
Flow 3) Customised task sent to sales rep based on SMS Name property.
This works okay for us, but it's not bulletproof.
Is there a contact property that can tell us exactly which SMS has been replied to? How do you set-up your workflow structure to customise actions based on a response to a specific SMS?
Perhaps there's a super simple solution that I'm missing here! Thanks ya'll, Sam
It's important to remember that text messages, unlike email, don't have a subject, so you don't have the concept of a text messaging thread. So if a customer responds to a text messages with a "Sounds great!", you don't have any understanding of context. This ultimately means you need to look at the timing of the received message and content to help make routing determinations.
Feel free to grab some time on my calendar and we can help you here: sakari.io/adam
It's important to remember that text messages, unlike email, don't have a subject, so you don't have the concept of a text messaging thread. So if a customer responds to a text messages with a "Sounds great!", you don't have any understanding of context. This ultimately means you need to look at the timing of the received message and content to help make routing determinations.
Feel free to grab some time on my calendar and we can help you here: sakari.io/adam
Yeah I hear you, it's difficult to place replies when there's no specific thread. It's a tricky one. Currently we do determine routing based on received message timings.
Appreciate the info, I'll be sure to reach out if I need a hand with this.
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