Salesforce | Campaign member keyword action

Keyword actions allow you to store keywords within Salesforce, which prompt an action when an inbound message is received containing that keyword.

Campaign member keywords add new or existing Leads or Contacts as members on a campaign. 

The behaviour of the keyword action depends on whether the inbound message is matched to an existing record:

• If the inbound message is matched to an existing Lead or Contact, they'll be added as a Campaign Member.

• If the inbound message is matched to multiple records, they'll all be added to the Campaign.

• If the inbound message is unable to match to an existing Lead or Contact, a new Lead will be created and added to the Campaign.

Create a Campaign Member keyword action

1. Navigate to the SMS Keywords tab in the Sinch SMS for Salesforce app.
2. Click on the New button from the list view action bar.

3. In the pop-up window, select the Case record type and click Next.

   

4. Configure the keyword details:
   • SMS Keyword Name: The keyword that will invoke the action. The keyword must be included in the message string in order to trigger the action.
   • Campaign: Identifies the Campaign the Campaign Member will be associated to.
   • Campaign Member Status: Identifies the value the Campaign Member's Status should be set to.
   • Lead Status: Identifies the value the Lead's Status should be set to.
   • Last Name: Identifies the value to set the Lead's Last Name value to.

   • Company Name: Identifies the value to set the Lead's Company value to.

     

5. Click Save.

6. We recommend testing your keyword - send an inbound SMS containing the Campaign Member keyword and confirm a Campaign Member is created.

   Note: If a Campaign Member is not created but the inbound SMS message has been received, there could be validations preventing the Campaign Member or new Lead from being created. In this case, you'll need to exclude the validation rules from firing based on the specific Lead and Campaign Member Status being applied by the keyword.

7. Your keyword is ready to use.

   If you're expecting most of the Campaign Members to be for new Leads rather than existing Leads or Contacts, we suggest promoting your keyword by asking for the keyword followed by Full Name, Email and Address. This allows you to populate further information on your Lead record - this will need to be entered manually from the information received in the inbound SMS activity.

   e.g. To enter the competition SMS LETMEWIN followed by your full name, address and email to 1300 234 567.