Configuring the Message Reply Automation Block

The ‘Message Reply’ automation block is a versatile tool designed to enhance your SMS automation workflows by listening for and responding to incoming SMS messages. This article provides detailed guidance on configuring the 'Message Reply' block, including its settings, parameters, and limitations, to ensure you maximize its potential in your communication strategies.

Configuration Steps

Accessing the Block

• Log in to your Patch account.
• Navigate to the Automations module.
• Create a new Automation using the purple plus ‘+’ button in the bottom right corner of the Automations Main View page.
• Click on the ‘Actions’ tab and drag the ‘Message Reply’ block from the list of available automation blocks.
• Drag and drop the Message Reply block into the desired position in your workflow.

Automation Flow Requirements

Any automation flow can use the 'Message Reply' block if it makes sense. Almost any Trigger block can be used in combination with the 'Message Reply' block. The only trigger that will not work is using the 'Incoming SMS' block with the filter for 'Keyword'. At least one initial 'Send SMS' block is needed before using the 'Message Reply' block as the Gateway from the 'Send SMS' block is what is used for the 'Message Reply' block. 

Setting Listening Parameters

• Gateway: The gateway for the previous block will be used when listening to responses that apply to this block.
• Response Options (Case Insensitive): Define the specific keywords or phrases the block should listen for in incoming messages. This allows you to have the block require responses to match one of the predefined options. If a response doesn’t match, a generic message will prompt the user until a valid response is given.
  • • These can be exact words, numbers, or even regular expressions for more complex patterns. This must be a text-based response, images/files are not supported.
    • This setting allows you to define custom response options that are case-insensitive. This allows for more flexibility in how responses are handled and matched. There are no limitations to how many response options the block can hold.
    • For each response option created a unique ‘path’ will be generated off of this block to determine the users' path through based on each response.
    • Each ‘Message Reply’ block can be tied to only one (1) data field. To collect additional data points you will add additional ‘Message Reply’ blocks to the canvas after each corresponding response.
    • For age-gating you will not select a response and only select the data field in which to store this value on the contact which you will then add a filter block to check the value and if it is within the range specified the filter will send them to a ‘Double-Optin’ block and allow them to finish opting in and then if the filter doesn’t match you will send them to a different SMS Message block that tells them they are not eligible.
  • Requirements Checkbox: Require responses to be one of the options set above. If none are matched then a generic "That response was invalid. Reply EXIT to leave this menu." response will be sent to the contact until they respond with a valid response.
• Data Field: Check the box in this section to determine if the response will be stored on the Contact’s profile as a value of a specific data field.
  • This allows responses to be stored in a data field on the contact's profile, making it easier to keep track of interactions and data collection.
  • The integration for the Data Field selector allows you to choose from any Contact field. Account or General Fields are NOT supported. 
  • If the reply content is invalid for the selected data field, a generic message will be sent to the contact until they respond with a valid response.
• Expiration: By default, The contact will have 7 days to send in a valid response at which point the "listener" for this block/contact/gateway will expire.

Configuring Response Actions 

• Automated Replies: Set up automated replies to be sent when a message matching your parameters is received. This can be a simple acknowledgment or more detailed information based on the received response or the next question in the flow. This is executed by adding a ‘SMS Message’ block that sends them a follow-up response in which you can continue to add ‘Message Reply’ blocks to keep the flow going.
• Dynamic Pathways: Connect each different pathway provided based on your configured settings. This involves setting conditions that, when met, will direct the flow to different parts of your workflow.
  • If a response option was entered you will connect that response’s ‘path’ to the next ‘SMS Message’ block.
  • You will also need to connect the path for ‘Expired’ to each block so if a Contact responds outside of the built-in timeframe of ‘7 days’ then they will get a response letting them know.

Testing and Deployment

• Testing: It's crucial to test the block thoroughly in various scenarios to ensure it performs as expected.
  • This includes testing with the expected responses, no response, and unexpected responses.
• Deployment: Once testing is complete and you're satisfied with the setup, enable the automation.
  • Keep an eye on the performance initially to catch and rectify any unforeseen issues quickly.

Limitations

• Complex Pattern Recognition: While the block can recognize basic patterns and keywords, highly complex or nuanced language may not be accurately interpreted.
• System Load: Heavy usage of the block, particularly with short timeout durations and high volumes of messages, may impact system performance.

Proper configuration of the Message Reply automation block is key to harnessing its full potential in engaging with your audience through SMS. By understanding and setting up its parameters effectively, you can create a more interactive and responsive communication flow, enhancing customer experience and gathering valuable insights. Remember to test thoroughly and monitor the block's performance post-deployment to ensure optimal operation.