Editing SMS HELP and INFO keyword support

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'''Navigation:''' [[Main_Page]] > [[SMS]] > SMS HELP and INFO keyword support

== SMS HELP and INFO Keyword Support ==

SMS HELP and INFO keyword support is a feature in ActiveCampaign that allows your contacts to receive important information through SMS communication. This feature enhances the user experience by enabling recipients to easily request assistance or information using simple keywords, ensuring they have access to the support they need without navigating away from their messages.

=== Introduction ===
In the realm of customer communication, the ability for contacts to self-serve information is crucial. The '''SMS HELP and INFO keyword support''' feature caters to this need, allowing users to reply to your SMS messages with either the keyword '''HELP''' or '''INFO'''. When your contacts use these keywords, they will receive automated responses with essential information and a standard unsubscribe message. This automated feature streamlines communication and allows businesses to provide quick access to critical information related to their offerings.

=== How to Access This Feature ===
To access the '''SMS HELP and INFO keyword support''', a user must first ensure that they have purchased the necessary '''SMS add-on'''. This feature is available on the following ActiveCampaign plan types: Plus, Professional, or Enterprise. Once the add-on is obtained, the '''HELP''' and '''INFO''' keyword responses can be utilized when sending SMS messages to contacts.

=== Step-by-Step Instructions ===
Here are the steps on how to effectively implement and utilize the '''SMS HELP and INFO keyword support''' in your communications:

1. **Purchase the SMS Add-on**: Ensure that your ActiveCampaign plan includes the SMS feature by purchasing the '''SMS add-on'''. 
2. **Send SMS Messages**: When communicating with your contacts via SMS, consider informing them that they can reply with either '''HELP''' or '''INFO''' if they need assistance.
3. **Receive Responses**: If a contact replies with either of these keywords, an automated message will be sent to them providing basic assistance.
4. **Standard Default Reply**: The default reply sent to those who use the keywords will be: “Reply STOP to unsubscribe. Msg&Data Rates May Apply.” This message not only complies with regulatory requirements but also gives users an easy way to opt-out of future messages.

=== Configuration Options and Settings ===
While the '''SMS HELP and INFO keyword support''' feature is straightforward, there are a few essential points to consider regarding its configuration:

- **Automated Response**: The default reply cannot be customized.
- **Case Sensitivity**: Both keywords '''HELP''' and '''INFO''' can be sent in either uppercase or lowercase letters (e.g., '''help''' will also trigger a response).
- **Response Trigger**: Only single-word messages ("HELP" or "INFO") will trigger the automated response. Messages like "HELP NOW" will not prompt any reply.

=== Best Practices and Tips ===
To maximize the effectiveness of the '''SMS HELP and INFO keyword support''' feature, consider the following best practices:

- **Inform Contacts**: Clearly inform your contacts within your SMS messages that they can reply with the keywords '''HELP''' or '''INFO''' for instant support. This can be a part of your message’s call to action.
- **Clear Messaging**: Make your SMS content concise. Providing clear indications that replying with these keywords will receive a response enhances user interaction.
- **Monitor Engagement**: Keep track of the frequency of usage of these keywords to assess the need for additional support resources.
  
=== Common Use Cases with Examples ===
The '''SMS HELP and INFO keyword support''' can be effectively utilized in various scenarios:

- **Customer Support Inquiries**: If a customer receives an SMS about a recent purchase or a service update, they can reply with '''HELP''' if they have questions, and receive an immediate response.
- **Event Information**: If you are sending event alerts, attendees can respond with '''INFO''' to receive details on location, timing, and FAQs regarding the event.
  
=== Troubleshooting Section ===
The following are common troubleshooting tips for issues related to the '''SMS HELP and INFO keyword support''':

- **No Automated Response**: If contacts are not receiving an automated reply, ensure that they are using the exact keywords '''HELP''' or '''INFO''' without any additional words or characters.
- **Keyword Case Issues**: Verify that the keyword response system recognizes variations in case. Both uppercase and lowercase should work, but it's good practice to standardize communication expectations.
  
=== Related Features ===
In addition to the '''SMS HELP and INFO keyword support''', consider exploring additional features that enhance SMS communications within ActiveCampaign:

- [[SMS Campaigns]]
- [[SMS Automation]]
  
=== FAQ ===
==== 1. What happens if a contact replies with "HELP NOW"? ====
Only the single words '''HELP''' or '''INFO''' will trigger the automated response. Additional words will not.

==== 2. Can I change the default reply message? ====
No, the default message cannot be customized. It is preset by the SMS platform.

==== 3. Do I need a specific plan to access this feature? ====
Yes, the SMS feature, including the HELP and INFO keywords, requires a Plus, Professional, or Enterprise plan, along with the SMS add-on.

==== 4. Are the keywords case sensitive? ====
No, the keywords '''HELP''' and '''INFO''' can be sent in any case, and both will trigger a response.

==== 5. How can I inform my contacts about the use of these keywords? ====
Include messages in your SMS communications that clearly state they should reply with '''HELP''' or '''INFO''' for support.

==== 6. Can I track usage statistics for help requests? ====
While the feature provides automated responses, tracking requires additional analysis of recipient interactions through your account's message reports.

==== 7. What is the standard unsubscribe message? ====
The standard reply for all keyword requests includes: “Reply STOP to unsubscribe. Msg&Data Rates May Apply.” 

By implementing the '''SMS HELP and INFO keyword support''', your business can provide a hands-off approach for customer assistance via SMS, enriching the customer experience while maintaining seamless communication.
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