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.

1. Click Create Message.
2. Select the Text Response template.
3. Enter a name for the message.
4. Select the short or long code to use.
5. Select Default Keyword.
6. Click Next.
7. 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.