SMS Program With Multiple SMS Groups

Scenario​

This scenario describes how to set up an SMS program that allows contacts to participate in one or more different SMS programs.

Use this scenario if you want to manage two or more SMS programs in one Mapp Engage system.

When you're finished with the setup of this scenario:

• Contacts can subscribe to one of several different SMS groups. To subscribe, contacts send an inbound SMS to Mapp Engage. A contact can be a member of more than one SMS group.

• Contacts can unsubscribe from one of the SMS messaging programs at any time. To unsubscribe, a contact sends an SMS to Mapp Engage. The SMS contains a word such as quit, unsubscribe or canceland indicates which group the contacts wants to opt out of. When they unsubscribe from one group, contacts remain a member of the other SMS groups.
  
  

This scenario does not enable contacts to send an SMS message to Mapp Engage to participate in deals or promotions.

Procedure​

A) Register SMS Keywords​

This setup requires a shared short code plus multiple keywords. You must set up the short code and keywords in every country where you want to send.

1. Register a separate keyword for every SMS campaign group.

2. Register a keyword for the central unsubscribe group. (For example, BRANDSTOP)
   The keyword cannot be STOP. An incoming SMS that contains the word STOP always results in the contact being immediately blacklisted by SAP. Mapp Engage can no longer contact that mobile number at all (from any group).

B) Create SMS Groups

1. Create a Mapp Engage group for each SMS marketing program. You use these groups for your ongoing SMS campaigns.
   For each group, create the following group settings:
   
   SMS Campaign Groups
   

   Outbound Mobile ID	Inbound Mobile ID	SMS Reply Handling Method
   Enter the shared short code number.	Enter one of the keywords you entered for the SMS campaign group.	​Treat as Mobile Subscribe Request​

2. Create a new Mapp Engage group. You use this group to centrally manage all SMS unsubscribes.
   The group has the following group settings:
   
   SMS Unsubscribe Group
   

   Outbound Mobile ID	Inbound Mobile ID	SMS Reply Handling Method
   Enter the shared short code number.	Enter the keyword for the unsubscribe group. (For example, BRANDSTOP)	​Initiate Event-based Automation​

C) Create an Automation to Transfer New SMS Subscribers​

This step creates event-based automations. These automations automatically add every new SMS subscriber to the central SMS unsubscribe group. The contact remains in the original group, as well.

You need one automation for every SMS campaign group. For the example above, you need three automations.

1. Create a new event-based automation. You can create the automation on a whiteboard or manually. Enter a name and description for the automation.
2. Create the settings for the event and job as follows:
   

   Automation Settings

   Event	Job
   Subscribed to Group (C)​	Add Contact to Group (C)​
   ​Group​: Select one of the SMS campaign groups.	​Contact:​ Select the ​Use Event Parameter​ check box. ​Group​: Select the central unsubscribe group. ​Add Contacts:​  ​Without Notification​. ​Delay:​ None.

3. Click the ​Time Frame​ button.
   ⇒ The ​Define Time Frame​ window opens.
4. Define the time frame by selecting a ​Start Date​ and an ​End Date​. Within this time frame, every time the event takes place, the job is executed.
5. Click ​Save & Activate​ to immediately activate the automation.
   ⇒ The automation is saved and activated.
6. Repeat steps 1–5 for every SMS campaign group.

D) Create the Unsubscribe Automations​

This step creates one or more event-based automations. These automations unsubscribe contacts from the SMS campaign groups.

You need one automation for every SMS campaign group. For the example above, you need three automations.

1. Create a new event-based automation. You can create the automation on a whiteboard or manually. Enter a name and description for the automation.
2. Create the settings for the event and job.
   

   Automation Settings

   Event	Job
   Message Reply Received (C)​	​Unsubscribe Member From One Group (C)​
   ​Group​: Select the SMS unsubscribe group. ​Body​: From the drop-down list, select ​Contains​. In the input field, enter the word that triggers SMS unsubscribe. This word tells Mapp Engage which SMS campaign group the contact should be removed from. Select the ​Case Insensitive​ check box.	​Contact​: Select the ​Use Event Parameter​ check box. ​Group​: Select the corresponding SMS campaign group. ​Send Confirmation​ : Select whether to send a confirmation SMS. This is the system message ​SysMsgUnsubscribeFromGroup​ .

3. Click the ​Time Frame​ button.
   ⇒ The ​Define Time Frame​ window opens.
4. Define the time frame by selecting a ​Start Date​ and an ​End Date​. Within this time frame, every time the event takes place, the job is executed.
5. Click ​Save & Activate​ to immediately activate the automation.
   ⇒ The automation is saved and activated.
6. Repeat steps 1–5 for every SMS campaign group.

Example: Three Fashion Clubs for SMS

A company named BRAND has three different SMS messaging groups. The groups are: Fashion Updates, Super Sales and Insider Coupons.

The company uses a shared short code to send SMS messages. The number is 12345. The company requests three keywords from SAP. They have one keyword for each SMS program: FASHION, SALES and INSIDER. To subscribe to one of the groups, a contact sends an inbound SMS to 12345 that contains the respective keyword.

Another group is used exclusively for central management of SMS unsubscribes. The company registers a fourth keyword: BRANDSTOP. Contacts can send an inbound SMS that contains the word BRANDSTOP (the SAP keyword) as well as additional word fashion, sales or insider. An event-based automation reacts to the word fashion, sales or insider in the inbound SMS and removes the contact from the respective group.