What are SMS Flows?
We have introduced a feature that enables businesses to easily structure and automate conversations using an SMS Shortcode (SMS Flow). This feature would enable you to meet needs such as; conducting surveys, NPS, automating lead acquisition & onboarding processes, and facilitating support among other activities.
How to set up SMS Flows?
a) Select Flows from the menu
b) Click the Create new flow button, and select the SMS option
c) Provide SMS flow details i.e. Name and Description
d) Click Next, to set configure the flow settings
i. Set up the stop keyword(s) - to enable users to opt out of the questionnaire in the flow:
ii. Set up an opt-in keyword(s) - to enable a survey respondent to take part in the survey. This is optional.
iii. Set up a reset keyword(s) - to enable a survey respondent to be taken back to restart the survey, if they would like to start over. This is optional.
e) Click Next, to set configure the Notification Settings
i. Set up a callback URL that would allow you to automatically have the results of your survey questions received.
ii. Enter an email address(es) that responses can be sent to
iii. Set up the reset after completion, which allows a participant to take part in the survey more than once. This is optional and has been set to default to allow users to participate in the survey multiple times.
iv. Users can also select to receive the results of each question or waiting until the survey has been completed before the answers can be sent to the callback URL or the email address.
Click on the NEXT button to complete the set up the questionnaires.
f) Setting up the Questions: The flow builder shows the start button.
To set up the survey question, you will need to drag and drop the steps from the Steps menu on the left-hand side of the screen.
The following options are available:
Message response: This would show the last message, for instance when the customer has come to the end of the survey.
There are two types of questions:
Basic question: a question that requires an answer of the respondent's choice. However, the response can be validated to meet certain criteria.
Prompt question: a question that would determine the next question
Responses to basic questions can be validated to meet certain criteria.
The following example shows how to set up a 2-step questionnaire survey.
i) Drag the basic question option onto the flow builder:
Click on the enter field name to expand a menu on the right-hand side, and key in the necessary details, such as; question text, field name, tags etc
The question above can be clustered together to show a specific outcome, e.g. the highest or lowest rating received by the respondents. The field aggregation option can be used. In addition, a regex (regular expression) can be set up to allow the options to be between 0- 10, and an invalid message when incorrect input is received.
ii) Drag the prompt step to the flow, click on the Enter field name to expand a menu on the right-hand side, and key in the necessary details such as; question text, field name, tags etc
iii) Under the prompt menu, select the prompts corresponding with the options by naming them appropriately
iv) Drag the Message response, click on the Enter message text to expand a menu on the right-hand side, and key in the necessary details i.e. question text, tags etc
Click on the SAVE button to complete the setup.
Reach us at firstname.lastname@example.org if you need further assistance on how to set up an SMS flow for your usecase.