User Guide - SMS Chat & Chat Bots

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User Guide - Keyword Campaigns

User Guide - Chat Bots and Live SMS Chat

Creating a new Chat Bot

You can create a master Chat Bot for each telephone number you have.  If you want to create automated chat flows for clients, you can either create them using your own number or if the volume is sufficient you can also request to purchase a new dedicated number that can be assigned to your client

Once you have created a master bot you can add unlimited keyword chat flows using your telephone number

Add new Bot

Enter a name for your master bot, the telephone number will be automatically added to the drop down, if you have more than 1 number the drop down will display all available numbers

To create a new chat flow, click on edit

Get Instant reply notifications

To be notified of any replies you can enter a mobile number and the app will send you an instant alert for each new customer reply

Enable time delay reply

You have the option to set a time delay to replicate the average time it takes to reply to a text message.  We have set the delay to 1 second to input 3 characters up to a maximum delay of 90 seconds.  If you wish to enable this, please select “yes”

Add a new Keyword

Click to add keyword

Select the list you wish to add the contacts that reply to your chat flow


If no list is specified the chat flow will not work correctly because no field data will be added to the message resulting in the message being sent with the field tags visable

You can create a new list or use and existing list, you can also add unlimited keyword flows to the same list, so using the restaurant example, you might have chat flow campaigns for a free course, a free bottle of wine, discount coupon etc and you would add all of the contacts to 1 main list and in this instance we remove duplicates so only 1 record per customer is saved to each list

If you want to create a different campaign for the same customer simply create a new list and the contact will be added and be found on 2 lists

Creating a keyword chat flow 

The first task is to draft out the chat flow before you create the campaign in the app

Do this in word and you can make sure the messages are on point 

We include 3 default fields that are used to collect the data we store in the contact lists

{name}   {email}   {company}

If you want to collect additional data, you can create new fields and this needs to be completed before building the chat flow

Adding New Fields

Click "Add Fields"

You can add and delete new fields based on the information you wish to gather for each chat flow campaign, but you can’t delete the default fields used to collect and store data.

Enter the new field using the logic below and save

Type is added in this format using these special brackets {name}

Display is the description of the field 

Keywords is the keyword chat flow campaign you wish to add the field

Adding the message flow

You have 3 options to activate the bot based on a reply 

Contains – This is the most common use and the reply is triggered if the keyword is found anywhere within the text message

Equals – If you use a 1-word message, text KEYWORD this will trigger the equals response

Defaults – If the bot doesn’t find the keyword using contains or equals the default message is used,

This ensures whatever reply is received, a reply message will be sent and you will not miss out on a possible lead

Setting up the first chat flow using "Contains"

It is advisable to set up your first campaign using “contains” as the match type 

 To create a chat flow

Click BOT LOGIC + to get started

Here is a finished chat flow for a typical restaurant promotion

This promotion used the keyword “Freecourse” and 1 additional field was created to collect the number of diners attending the promotion

Below you can see how we add each step

The chat flow is built using questions, answers and finally a response. 

To add any question, answer or response click the +

Always start with a question

The bot collects data based on the fields you have, the default fields collect name, email and company so you need to make sure you include at least name and email in the chat flow so you collect the data to use to send future SMS and email messages

You can only collect 1 data point per message

The logic works to collect 1 data point in each message so you can ask for the email, name or company in individual messages but not more than 1 per message segment

Adding the answer to the first question

Adding words using fields

To use the fields to collect data, add the name of the field you want to collect to the message and save to your contact lists,

Make sure you always save the reply selecting the field you wish to capture and this can be used in future replies

In this example below, we are saving the number in the party 

In the next message we can add the number in party field using the special brackets and this inserts the actual number in the message

We are then asking for the name to make the booking so we save the reply to name

Next we are asking for an email address and using the name and number in party tags to add the actual name and number in party and we save the reply the field we wsnt to capture which is email

Finally we are confirming the booking adding the actual name and email fields selecting the response option which is the final selection and no further questions can be added

Here is the actual text message received on the mobile phone

Creating a default chat flow

Here is an example of how a restaurant would set up a default campaign based on having 3 active offers for a free starter, bottle of wine or dessert

The default campaign will be triggered on any reply not containing the keyword

This ensures you do not miss any replies that have not been sent correctly and do not include your keywords

If you have a range of products, offers or services  the default campaign should be designed to provide a choice of your offers to get the chat back on point.

Once you confirm the offer or product the reply is intended for, you can replicate the flow set up using the “Contains” match chat flow

 Here is an example of how a restaurant would set up a default campaign based on having 3 active offers for a free starter, bottle of wine or dessert

The first message reply finds out exactly what offer the recipient message is intended for

Once you have this information you can then replicate the "contains" flow based on the actual offer required 

To get started select "Defaults" and select the list in contact lists to add the new contacts

Here is the message flow on the phone screen replying to the random keyword TEST

View the conversation

You can see the chat flow of any incoming message in the CHAT SMS link

Reply in real time

Select the conversation you wish to make a reply to, double click on the date/time to open the message from the list, you can make replies in real time to live messages and bot replies


If you want to reply to a bot message you can simply disable the bot and take over the conversation in real time, once you have completed the conversation you can set the bot to active once again

If the flow has been completed in the bot, you can simply reply without turning the bot off

You make and receive your replies in the field below and you turn the bot off from making any more automated replies by selecting the + link and turning the bot OFF

Turn the bot OFF/ON

Click on the link below to select on or off to send and receive automated replies 

Select ON/OFF

Always send your campaigns to your own phone before launching any public promotions to check the flow is correct