Branched response flows for Broadcast Texting allow your supporters to receive automated responses based on how they reply to your broadcast message. Use this new feature to gather data, share targeted information, and/or guide supporters to start taking action.
Branched response flows mean that you can set up custom, automated responses for contacts to receive after they reply with a certain response. Here’s an example flow:
FIRST MESSAGE: Hi there! Our next fundraiser is coming up tomorrow at 7:30 pm - will we see you there? Reply YES to RSVP.
[contact then responds with YES]
SECOND MESSAGE: Thanks for RSVPing for our fundraiser! We’re excited to see you there. Here’s the link to join: [link]. Can you commit to bringing one friend? Reply FRIEND to let us know that your friend will join you.
[contact then responds with FRIEND]
LAST MESSAGE: Awesome! Thanks for bringing a friend. We’ll see you both tomorrow!
Note that you can set up branched response flows for two different types of broadcast messages: standard broadcast messages that you send via the Broadcast Texting tab, or Automated Texting keyword opt-in flows that you set up via the Automated Texting tab. The difference between these two options comes down to how the interaction is initiated. For regular broadcast messages (set up in the Broadcast Texting tab), the interaction is initiated by a broadcast message that you send to a contact list. For keyword opt-in flows (set up in the Automated Texting tab), the interaction is initiated by the contact texting an opt-in keyword (like "JOIN") to your broadcast number.
To set up branched response flows for regular broadcast texts:
Click Broadcast > Broadcast Texting in the admin dashboard.
Click + New Broadcast.
Enter the name of your broadcast message (this is an internal name for you and your team’s reference; contacts will not see it). Then select a target list for your broadcast message, and write the content of the initial message. You’ll be able to edit the initial message in subsequent steps if you need to make any tweaks.
You’ll want to specify the keywords that your contacts should use to respond in this script - for example, your script should include a sentence like “Respond Y to get more information!” or “Respond YES if you can make it, or NO if you can’t.”
Click Save Draft.
You’re now on the detailed set-up page for this broadcast message. On this page, you can take all the normal steps to set up your broadcast, like specifying responders, adding dynamic variables, modifying report settings, etc. Click here for more information on setting up broadcast messages.
To create branched response flows, scroll down to Response Scripts and click Add Script.
Give the script a name (this is an internal name for you and your team’s reference; contacts will not see it). Add the content of the message, including any dynamic variables.
Underneath the response script, click Advanced Options. Check the box for Trigger this response via keyword. Add in the keyword that contacts will respond to trigger this script/message.
For example, in the sample flow above - for the second message (“Thanks for RSVPing for our fundraiser…”), the trigger keyword would be YES.
Make sure that you use the initial message to let the contact know what keyword they should use to respond - i.e. if your trigger keyword is YES, you should include something like “Reply YES to [receive xyz]” in the initial message script.
To continue adding additional branched response flow options or subsequent messages, follow steps 6-8 for each message.
When you’re finished setting up the entire broadcast message, including any branched response scripts, click Send Options and either send the initial message now, or schedule it to go out later.
To set up branched response flows for automated keyword opt-in flows:
Click Broadcast > Automated Texting in the admin dashboard.
Click + New Automated Text.
You’re now on the detailed set-up page for this automated keyword opt-in flow. On this page, you can take all the normal steps to set up your automated keyword opt-in flow, like designating an opt-in keyword, drafting a message, etc. Click here for more information about setting up automated keyword opt-in flows.
You’ll want to specify the keywords that your contacts should use to respond in this script - for example, your script should include a sentence like “Respond Y to get more information!” or “Respond YES if you can make it, or NO if you can’t.”
To create branched response flows, scroll down to Response Scripts and click Add Script.
Give the script a name (this is an internal name for you and your team’s reference; contacts will not see it). Add the content of the message, including any dynamic variables.
Underneath the response script, click Advanced Options. Check the box for Trigger this response via keyword. Add in the keyword that contacts will respond to trigger this script/message.
For example, in the sample flow above - for the second message (“Thanks for RSVPing for our fundraiser…”), the trigger keyword would be YES.
Make sure that you use the initial message to let the contact know what keyword they should use to respond - i.e. if your trigger keyword is YES, you should include something like “Reply YES to [receive xyz]” in the initial message script.
To continue adding additional branched response flow options or subsequent messages, follow steps 6-8 for each message.
When you’re finished setting up the entire automated keyword opt-in flow, including any branched response scripts, click Save Changes. Now, as you view the table of all of your automated keyword opt-in flows, click the details menu (∙∙∙) at the far right of the row for the automated flow you just set up, then click Activate.
Wait for your flow to be listed as Active; once it is, contacts are ready to begin sending your designated keyword to your broadcast number*, and working through the branched response flow you set up.
* To find your broadcast number, visit Campaign > Settings > Broadcast (top tab) in the admin dashboard.