Trigger-Based: Conversations should be initiated by a specific action.
New Opt-in: "Welcome to [Brand]! What are you most interested in? Reply 1 for Deals, 2 for Tips, 3 for Support."
Abandoned Cart: "Hi [Name], still thinking about your cart? Reply YES if you need help, or NO to clear your cart."
Service Inquiry: "Thanks for contacting support. What can we help you with today? Reply ORDER for order status, FAQ for common questions."
Conditional Logic: Design branching paths based on user responses. "If user replies '1' (Deals), then send 'Great! Here's today's flash sale: [Link]. Is there a specific product you're looking for?'"
Keywords: Use keywords to trigger specific responses or south africa phone number list escalate to a human agent. "Reply AGENT to speak with a human."
Timing: Set appropriate delays between automated messages to mimic a natural conversation flow.
Benefit: Creates dynamic, personalized interactions without manual intervention.
Integrate AI Chatbots for Advanced Interactions:
Natural Language Processing (NLP): Use chatbots capable of understanding natural language, not just keywords, for more fluid conversations.
Intent Recognition: AI can identify the user's intent and provide the most relevant response or action.
Personalization: AI can pull data from your CRM to personalize responses (e.g., "Hi [Name], your order #123 is on its way!").
Human Handoff: Crucially, set up seamless transitions to a live agent when the AI can't resolve an issue or when a user requests human assistance.
Benefit: Scales conversations, handles complex queries, and provides 24/7 support.
Leverage Interactive SMS Features:
Quick Replies (Buttons): Offer pre-defined button responses to make interaction easy (e.g., "Yes," "No," "Learn More").
Rich Media Links: Guide users to relevant videos, images, or product pages where visual context is needed.
Forms: For more complex data collection, link to a short, mobile-optimized form.
Benefit: Enhances user experience and reduces friction.
