Working With Keywords

Creating a Keyword

You can create a keyword from the Keywords node in the Navigation pane.

Keywords are text, numeric, or a combination of text and numeric characters that an institution requests a recipient of an SMS messages to type in the response SMS message. The institution performs specific actions based on the keyword typed by the recipient.

Example

As the Student Coordinator at WorldWaves University, you send an SMS message to students after they complete their phone interaction with your events or admissions staff. You do this to gauge their satisfaction levels. You send the following SMS message:

Thanks for calling. Reply to us toll free to by typing Feedback 1, Feedback 2, or Feedback 3 to indicate that your support experience was Excellent, Good, or Satisfactory respectively.

The Keywords Feedback 1, Feedback 2, and Feedback 3 must be configured in Business Administrator.

In a scenario where the service provider associated with your institution provides SMS services to multiple institutions and organizations, and uses the same SMS Code for all other organizations, to ensure that SMS messages are routed correctly to your organization, create the Keyword in the following format: <Keyword requested from the Service Provider> <custom text>.

For the instance of SMS Web Service with which this instance of Business Administrator is associated, the text you specify in the <Keyword requested from the Service Provider> field must be the same text that is typed in the SMS Service Provider’s Keyword field in the SMS Web Service Information page of SMS Setup. For information on SMS Setup, your administrator must see the Installation Manager Help.

Note

The service provider Acme Tech Inc provides SMS services to WorldWaves, and Ryan Inc., using the same SMS code 12345.

Michael, the administrator user at WorldWaves creates a keyword called WorldWaves Admissions for his institution.

When a contact sends an SMS message to WorldWaves by typing the recipient’s number as 12345, WorldWaves must ensure that the contact types the text WorldWaves Admissions in the SMS message. This keyword determines that the SMS is routed to the correct destination, which in this example, is WorldWaves.

Jack, the administrator at Ryan Inc., creates the Keyword called RyanInc Support for his organization.

When a contact sends an SMS message to Ryan Inc., by typing the recipient’s number as 12345, Ryan Inc., must ensure that the contact types the text RyanInc Support in the SMS message. This keyword determines that the SMS is routed to the correct destination, which in this example, is Ryan Inc.

Acme Tech Inc. can segregate SMS messages from multiple contacts based on the text in the Keyword. Thus, the SMS messages can be routed to independent servers based on the text in the <Keyword requested from the Service Provider> field.

Within the institution, the latter portion of the Keyword enables the SMS message to be routed to the appropriate team. In this example, in WorldWaves, the SMS message is routed to the Admissions Team, In Ryan Inc., the SMS message is routed to the Support Team.

An institution can have multiple keywords that it can create to route SMS messages to different teams. For example, WorldWaves can define the WorldWaves Events keyword. SMS messages to WorldWaves are routed appropriately based on whether the text Admissions, or Events is included in the keyword.

Auto response SMS messages from Desktop Client can be sent to the contact’s incoming message when the institution requests the contact to type the keyword in the <Keyword requested from the Service Provider> <custom text> format.

To Create a Keyword

1. Expand the SMS Services node in the Navigation pane, and click the Keywords node.

- OR -

Click the SMS Services node in the Navigation pane, and click Keywords in the Results pane.

Keywords available in the system are listed in the Results pane.

2. Click Manage. The Add/Delete Keywords page is displayed.

3. In the Enter a Value field, type the keyword you want to include, and click Insert. Repeat this step to add additional keyword values to the list.

Note

You can specify keywords in the form of text, numeric, or a combination of text and numeric values.

4. Use the Move Up, Move Down, and Ascending buttons to define the order of keyword values in the list.

Notes

• You cannot create duplicate keywords.

• Click Language to specify the name of a keyword in different languages.

Deleting a Keyword

You can delete a keyword that you no longer require. If the keyword that you want to delete is currently being used, the Dependency dialog box is displayed when you try to delete the keyword. You must remove the dependency before you delete the keyword.

To Delete a Keyword

1. Expand the SMS Services node in the Navigation pane, and click the Keyword sub node.

- OR -

Click the SMS Services node in the Navigation pane, and click Keyword in the Right pane.

The SMS Keywords page is displayed. The existing Keywords are listed in the Results pane.

2. From the list of keywords, select the keyword you want to delete, and click Delete.

The keyword is deleted.