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Use Default Keyword
The default keyword feature defines how MobileConnect handles unrecognized keywords. End users are prone to misspelling or responding to an SMS message as if there is a live person reading their responses. Default keyword is a great way to account for misspellings by end users or to get confused end users back on target.
- Only the MID that owns a code can configure a default keyword.
- Default keywords can’t be configured on shared codes.
- The default keyword response can’t be adjusted for individual business units.
- Click Create Message.
- Select the Text Response template.
- Enter a name for the message.
- Select the short or long code to use.
- Select Default Keyword.
- Click Next.
- Complete the message flow.
Example Here are some strategic ways to use the default keyword feature.
- Provide a generic response to users with a link to a help portal, help number, or HELP keyword to further assist the user.
- Create an AMPscript log to capture inbound messages and figure out where users are getting confused, and use that feedback to make adjustments.
- Trigger an external response process to contacts who interact with the default keyword by logging their contact information into a data extension.
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