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Overview
Users must consent to receive SMS and RCS as part of messaging regulatory compliance. For more information on messaging compliance, refer to Messaging Regulations. The Subscription and Keywords features help you track the user's SMS Subscription Status using keywords.
Keyword categories and auto-response messages can be added and configured using this setting. Keywords capture the user consent to subscribe (or receive) and unsubscribe (or not receive) SMS notifications. Keywords are used to get support or help with SMS alert subscriptions.
This article describes the steps to configure the Subscription management for the SMS & RCS channel and Keyword management for the SMS channel.
You can manage subscriptions for SMS & RCS at Settings > Channels > SMS & RCS > Subscription management tab and configure keywords for SMS in the Keyword management tab.
Subscription Management
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Perform the following steps to enable subscription management:
- Turn on the Opt-out users toggle.
- Select one of the following in Criteria for opting out users:
- Default: This option is selected by default when opt-out is enabled. When this option is selected, users who have Optin as the value in their SMS subscription status (user property) will be considered in the target audience for campaigns (users who have opted to receive communication from your brand will be targeted when campaigns get sent from MoEngage provided they qualify in the segmentation criteria for the campaigns).
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Custom: This option enables you to select the custom user attribute that stores the opt-in status of users. For example, let the user attribute that stores the subscription status of users be custom_user_property. The value of this attribute is Opt-out. Then, you can select this user attribute in the dropdown and set the value as custom_user_property is equal to Opt-out, to exclude users whose value for this attribute is Opt-out from receiving your campaigns.
Keyword Management
Manage Keyword Based Responses
You can configure keywords after Subscription Management is enabled for your account. Perform the following steps to configure the keywords for SMS:
- Turn on the Manage keyword-based responses toggle.
- Click + Add new keyword to add keywords and configure them.
The following options are available in the Add Keyword Category window.
Field | Description |
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Keyword category |
Type or paste the keyword category name. The keyword category name can be up to 50 characters long. |
Keyword |
Type or paste the keywords and press enter to add the keywords. For example, if the keyword category is Opt-In, the keywords can be: subscribe, start, resubscribe, enable, and so on. Note: You can add only 20 keywords for a particular keyword category. |
Message |
Type or paste the SMS auto-response message to be received by the user. For example, the message for resubscribing can be as follows: Note: The message can contain only 200 characters. |
Status |
Status can have the following values:
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Click Save to save the keywords and keyword category.
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Information The auto-response messages are logged under the SMS Keyword Response Sent event and have the following attributes:
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Capture Leads
Turning on the Capture leads from unknown numbers toggle enables MoEngage to automatically create new user profiles from incoming SMS messages received from new numbers. This functionality streamlines your lead generation efforts by capturing potential users directly from their SMS interactions, allowing for more effective retargeting and campaign engagement. By default, this toggle is turned on.
- The newly created user profiles (leads) are stored in this format: MOE_INC_7814d0a55f, where the 7814d0a55f part is encrypted.
- The new phone numbers are stored in the User attribute that stores user's mobile numbers attribute configured under the General Settings of the SMS channel.
Configure General Response
Turning on the Set a general response toggle allows you to configure a general default message to be sent for any SMS keywords other than those specifically defined and managed. If turned off, MoEngage does not respond to any keywords that are not defined.
When you enable this toggle, a default message appears. This message can be sent whenever a user sends an incorrect or unrecognised keyword. Click Edit message to modify this default message. In the Edit message window, type your message and click Save.