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How to locate replies to your SMS messages[edit | edit source]

SMS messaging has emerged as a highly effective communication channel for businesses, allowing them to connect with their audience in real-time. ActiveCampaign provides users with the ability to send SMS messages to contacts, but equally important is the ability to monitor replies to those messages. This document details how you can locate replies to your SMS messages, ensuring that you can maintain effective communication with your contacts.

Introduction[edit | edit source]

When a contact replies to your SMS message, ActiveCampaign captures that reply, making it available for you to view in your account. However, it is essential to note that while you can see these replies, they are not actionable, meaning you cannot respond to SMS messages directly from the platform. Understanding how to locate SMS replies is vital for businesses looking to engage with their contacts and assess the success of their SMS communication.

How to Access This Feature[edit | edit source]

To locate replies to your SMS messages, you can access them through two primary methods: via the Automation Reports for messages sent from an automation or through the Individual SMS Campaign Performance report for broadcast SMS campaigns.

Step-by-Step Instructions[edit | edit source]

SMS Messages Sent from an Automation[edit | edit source]

To view replies from SMS messages sent as part of an automation:

  1. Click Reports on the left menu.
  2. Click Automations > All Automations.

Or alternatively:

  1. Click Automations on the left menu.
  2. Click All Automations.

Once on the All Automations page, follow these steps to view the replies:

  1. Locate the automation containing your SMS block and click the ellipsis for that automation.
  2. A modal window will open; click the Automation Overview option.
  3. The Automation Overview report will load. Scroll down to find the SMS Message table.
  4. Click on the SMS message for which you would like to view replies.
  5. A modal window will appear. Click the SMS Replies option.

The SMS Replies report page will load, displaying replies from your contacts.

Broadcast SMS Campaigns[edit | edit source]

To view SMS replies for broadcast SMS messages, follow these steps:

  1. Click SMS on the left menu.
  2. Click the Status filter dropdown and select Sent.
  3. Locate the SMS send for which you want to view the report.
  4. Click the View Report quick action button.

Best Practices and Tips[edit | edit source]

- Regularly check the SMS Replies report to maintain an understanding of contact engagement and responses. - Analyze the patterns in replies to optimize future SMS campaigns or automations. - Consider segmenting your audience based on reply interactions to personalize future communication and improve engagement rates.

Troubleshooting[edit | edit source]

While the system is generally straightforward, users might encounter some common issues:

  • Can't find the SMS Replies option: Ensure you accessed the correct automation and that it contains SMS messages.
  • No replies showing: Remember that replies are not actionable, and check if the SMS was actually sent and received.

Frequently Asked Questions (FAQ)[edit | edit source]

1. Can I respond to SMS replies through ActiveCampaign?[edit | edit source]

No, you cannot respond to SMS messages directly from ActiveCampaign. While you can view replies, they are not actionable.

2. Where do I find the Automation Overview?[edit | edit source]

You can find the Automation Overview by navigating to the Automation section within the Reports menu and selecting the specific automation.

3. How often should I check SMS replies?[edit | edit source]

It is advisable to check SMS replies regularly to stay updated on contact interactions and adjust your messaging strategy accordingly.

4. What should I do if no replies are showing up?[edit | edit source]

Verify that the SMS messages were sent successfully, and ensure you are looking at the correct SMS message in the reports.

5. Are SMS replies stored for future reference?[edit | edit source]

Yes, replies can be viewed anytime within the SMS Replies report for corresponding SMS messages sent.

6. Can I filter SMS replies based on automation?[edit | edit source]

Yes, when you are in the Automation Reports, you can filter and view replies linked to specific automations.

7. What is the benefit of tracking SMS replies?[edit | edit source]

Tracking SMS replies helps businesses evaluate response rates, understand customer engagement, and adjust communication strategies effectively.

Related Features[edit | edit source]

For more detailed information on related capabilities, consider reviewing the following topics:

  • SMS
  • Individual SMS Campaign Performance report

By utilizing the information within this article, you can effectively locate and analyze replies to your SMS messages, facilitating better communication with your contacts. ```

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