Custom Auto-Replies for Text User Guide

Overview

Auto-Replies are automated messages that users receive immediately, based on pre- selected keywords. In this guide, we’ll break down how Wunderkind enables you to easily customize your Auto-Reply campaigns to maximize customer engagement. Your Auto-Replies are configured in Connect with three main actions: edit the standard replies, add keywords to standard replies, and create a new custom reply. This guide walks through each of these, provides ideas for marketers, and closes with a step-by-step guide.

Editing standard replies
Adding keywords: broadening your compliance language
Creating a new auto-reply
Navigating the Automated Replies Main Screen in Connect
Editing a Campaign in Connect
Creating a Campaign in Connect

Editing standard replies

Catch-All

This is your catch-all reply for anything that’s not an exact-match of a keyword. Start with the legal basics, then add in anything custom you have. We also recommend clarifying that no one is reading these replies.

Compliance Requirements:

“HELP for help”
“STOP to unsubscribe” (or some variation of unsubscribe, like opt-out or stop)

Sample: Brand: Sorry, we didn’t understand that. Reply HELP for help or STOP to unsubscribe.

Help

Your help reply is a great way to redirect users to existing customer service channels. That way you can scale text messaging as a revenue channel without creating a new workflow for your team.

Compliance Requirements:

Brand Name
Support desk email or phone number
Not required: How to opt-out

Sample: Hi there! The [BRAND] team is happy to help! Give us a call at [PHONE] or email us at [EMAIL]. Reply STOP if you’re looking to opt-out.

Stop

This is your unsubscribe confirmation message. After this, they won’t get any more texts from you. The message should be clear on this, but there is room to make it fun and even link back to your site.

Compliance Requirements:

Brand Name
Confirmation that no further messages will be delivered

Sample: Sad to see you go, but you’re now opted-out of [BRAND] texts. Follow along with our latest offers: [LINK]

Opt-in Confirmation

The first welcome message, which confirms the user’s subscription, has the most compliance elements. Your welcome response should say who you are, describe your program, and let users know how to get support and
how to opt-out. Your branded welcome message immediately follows.

Compliance Requirements:

Brand Name
Msg & data rates may apply
“Text STOP to unsubscribe” and “Text HELP for help” (or some variation of these)
A recurring-messages disclosure

Adding keywords: broadening your compliance language

Wunderkind has included, by default, 5 key phases cited by the CTIA (Stop, Quit, End Cancel, and, Unsubscribe), along with a variety of common variations (please stop, stop sending, stop!, stop now!!!, etc.). Our system is based on an exact match, meaning you will have to add any additional keywords.

Creating a new auto-reply

This is your opportunity to add custom elements and have a little more fun. Here, you can use any
custom keyword to create the right experience for your brand and customers.

Orders and FAQs:

Looking to reduce your support inquiries? Use a reply like ORDER or FAQ to direct users to pages where they can track their order or self-solve product questions.

Promotions and Offers:

Use a keyword like PROMO or OFFER to house a message about your latest deals, so you can easily send your latest code to people looking for a sale.

New Releases and Editorial Curation:

Let users easily find your new arrivals or your picks of the week with a keyword like NEW or FAVES. Bonus if you keep these on a consistent URL that doesn’t require campaign maintenance.

Engagement-Based Campaigns:

Provide your user with an exclusive offer using keyword VIP.

Get Weird:

Step outside of the functional plays and give your brand some room to have fun: share a Spotify playlist, a Dad-Joke-of-the-Week, etc.

Deliver Recommendations:

If you have a limited SKU set, you can set up a logic tree that helps users find recommendations. This is especially helpful if you have collection pages based on product types beyond category. You’ll want to build out a simple flow chart to plan this out.

Navigating the Automated Replies Main Screen in Connect

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#	Object
1.	Filters - This allows the user to toggle between campaigns by type: Legal, Promotional or Support.
2.	Reply Title - This displays the title of the Auto-Reply campaign.
3.	Preview - This displays a preview of the Auto-Reply message that will be sent. NOTE: Values displayed with double curly brackets, ex: {{example}} are in-message variables. Currently, these are only used to pull in Privacy Policy Links, T’s & C’s Links, and the Clients Name from the Website settings.
4.	Create New Campaign - This button allows a user to create a new campaign. Please see below for configuration options on the campaign creation screen.
5.	Expand Campaign - This button allow the user to expand a campaign to edit trigger phrases and the message body. Please see below for expanded screen.
6.	Toggle On/Off - This toggle allows a user to turn an Auto-Reply campaign on and off. NOTE: Legal Replies cannot be turned off, this is signified by the lock icon within the toggle.

Editing a Campaign in Connect

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#	Object
7.	Existing Trigger Phrase(s) - Here is where all trigger phrases that have been added can be found. NOTE: Legal Replies have required keywords that cannot be removed from campaigns. These include HELP and STOP.
8.	Input Box For Trigger Phrases - This is where trigger phrases can be added either individually or in bulk when separated by a comma.
9.	+Add Trigger Phrase Button - Once trigger phrases have been added in the input box, the add button will evaluate the phrases and identify any duplicate phrases to prevent user error. NOTE: The same trigger phrase cannot exist across two campaigns. If you attempt to add a Trigger Phrase that exists in another campaign, you will get an error message.
10.	Edit Message Body - The pencil icon will allow the user to to edit the message body copy for the Auto- Reply campaign. NOTE: Legal messages must follow a very strict set of language defined by the regulating bodies. Best practices can be found by clicking the link in object 11.
11.	Link To Legal Guidelines - As stated above legal messages must follow a very strict set of language defined by the regulating bodies. By clicking this link a modal will render displaying the best practices for each legal reply.

Creating a Campaign in Connect

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#	Object
12.	Cancel - This button will cancel the creation of the Auto-Reply campaign.
13.	Reply Title - This is where the title of the Auto-Reply campaign is configured.
14.	Trigger Phrases - This is where trigger phrase(s) can be added either individually or in bulk.
15.	Message Body - This is where the message body is inputted. NOTE: The same character count that applies to regular text message campaigns also applies to Auto-Reply campaigns. You can see a counter in the top right hand corner of the input box.
16.	Link (Optional) - This is where you can add/configure a link for the Auto-Reply campaign. NOTE: We provide the option to shorten the link using our link shortening service, although we will automatically shorten all links before sending. The option to pre-shorten the link is purely for aesthetic purposes and so that the preview of the message looks as accurate as possible. You have to add in your own UTM parameters when adding a link to a custom Auto-Reply. We recommend: ?&utm_source=wunderkind&utm_medium=sms&utm_term=autoreply&utm_campaign=[ADD]
17.	Create Draft - This button allows you to create a draft of your Auto-Reply campaign. From here, you must toggle the campaign on to activate it. *It will not send until activated.*

Custom Auto-Replies for Text User Guide