While texting with a customer, that customer may need information about how they can get further support. It is an industry standard for consumers to be able to text HELP to receive this information. To ensure the contacts you are messaging can use this keyword, a workflow automation can be created for this purpose.

To create a HELP keyword automation…

1. Navigate to Tools → Automations.
   
2. Do one of the following:
   • To create a blank automation, click the Create your own button.
   • To create and edit a pre-configured automation, select the Keyword Opt-in workflow option.
     
3. In the Title box, type an identifiable name for this automation.
   
4. In the Condition section, do the following:
   
   • Type - Select Text Received.
   • Match - Select Exactly Matches.
   • Text Box - Type Help or HELP.
5. If needed, you can add additional conditions by clicking the ADD CONDITION button.
   

   Quick Tip: It may be a good idea to add more conditions that for potential texts contacts may send if they are requesting support information.

   

    
6. ln the Action boxes, do the following:
   
   
   • Action upon met condition - Select Send a reply immediately.
   • Action department for - Select the department this text should come from.
   • Text - Type a message that includes your organization's contact information for getting support.
     

     Note: The message that is sent should include the following information:
         •  Information about how they can contact your team for support.
         •  A “Msg & data rates may apply” disclosure.
         •  Instructions on how they can opt-out of further messages (e.g., texting STOP)

      
   • Add Attachments (optional) - If needed, you can attach a media file, emoji, gif, or contact card to the text sent.
7. If an additional action needs to be added, click the ADD ACTION button.
8. Use the toggle to turn the automation ON.
   
9. If you are ready to save this automation, click the CREATE button.
   

   ✔ Now when a contact texts HELP to your StratusTEXTING phone number, they will receive the automatic reply that you have configured.