Two-way messaging (custom keyword responses)
Two-way messaging uses short codes and keywords to deliver text messages to mobile users. It requires end users to send a keyword to Braze to which that user will receive an automatic reply. Applied correctly, two-way messaging can be a simple, immediate, and dynamic solution to customer marketing, saving time and resources along the way.
Two-way messaging speeds
Two-way messaging leverages custom events to make this seemingly smooth customer client exchange possible. Due to the nature of two-way messaging, you may find a slight increase in response time. The following lists the implications of including two-way messaging:
|Known phone numbers||3-5 Seconds||A known number is a number that has already been assigned a phone attribute and is already subscribed to a subscription group within Braze.|
|Unknown phone numbers||10-15 Seconds||An unknown number is one that has not yet been identifier. For more information on how unknown phone numbers are dealt with, refer to Short and long codes.|
If you require faster sending speeds for unknown phone numbers, reach out to your Customer Success Manager or contact support to discuss your options.
Custom keyword messaging handling
|Custom event fired|
||Response examples => Status, Coupons, News|
|Included event properties|
|Message body =>
Users response returned as all lower case
- Anytime a user texts an SMS response that is not a default keyword to a phone number in a given Subscription Group, a custom event like
sms_response_SubscriptionGroupName_customwith event properties
sms_message_idwill be sent to Braze.
- Use this custom event with the property
message_bodyassigned as a custom keyword to trigger an SMS campaign from Braze.
message_bodycustom keyword value must be lowercase.
This feature relies on user aliases in order to properly assign custom events to user profiles in Braze. If no Braze profile exists with a user alias of the user’s phone number in E.164 format, the call to the users/track endpoint will fail silently. The alias should be set in the following format either through the SDK or the new user alias endpoint:
- Phone numbers must be in the E.164 format (e.g +19173337578).
If using the new user alias endpoint, to ensure E.164 compliance, add a plus “+” prefix as the default phone field does not automatically include this symbol.