How Autoresponders Work

Understanding how autoresponders work helps you set them up effectively and troubleshoot any issues. This guide explains the technical process behind autoresponder triggers and message delivery.

Trigger Scenarios

Autoresponders are triggered in two main scenarios:

1. EchoWord Integration

When a recipient sends a message that matches an EchoWord code, the system can automatically send a configured autoresponder message. This is useful for:

• Providing information about specific topics
• Confirming actions (like joining a group)
• Delivering on-demand content

How it works:

1. Recipient sends a message matching an EchoWord code
2. System identifies the matching EchoWord
3. If the EchoWord has an autoresponder configured, it sends the autoresponder message
4. The autoresponder is processed through the standard SMS flow

2. Reply Fallback

When a recipient replies to a text message you've sent, the system checks if that text has an autoresponder configured. If it does, the autoresponder message is automatically sent as a reply.

How it works:

1. You send a text message with an autoresponder assigned
2. Recipient replies to that message
3. System finds the last sent message to that phone number
4. Checks if the text has an autoresponder configured
5. If yes, sends the autoresponder message automatically

Important: Autoresponders are only triggered for replies to messages that have been successfully sent or delivered from your campaign.

Message Processing Flow

When an autoresponder is triggered:

1. Message Retrieval - System fetches the autoresponder message and media
2. Personalization - Message is personalized if placeholders are configured
3. SMS Processing - Message goes through standard SMS flow
4. Credit Tracking - Credits are deducted for the autoresponder message
5. Delivery - Message is sent to the recipient
6. Logging - Message is saved to the sent_messages table

Trigger Conditions

Autoresponders are triggered when:

1. A recipient replies to a text that has an autoresponder assigned
2. The original text was successfully sent or delivered
3. The reply doesn't match standard keywords (START, STOP, HELP, YES) or EchoWords

What Prevents Autoresponders

Autoresponders will not trigger if:

• The reply matches a standard keyword (START, STOP, HELP, YES)
• The reply matches an EchoWord (EchoWord takes priority)
• The original message wasn't successfully sent or delivered
• The recipient has opted out
• The autoresponder isn't assigned to the text message

Technical Details

Message Processing

• Autoresponders are processed through the standard SMS flow
• Messages support personalization (when configured)
• Credit tracking applies to autoresponder messages
• Messages are saved to the sent_messages table

Limitations

• Autoresponders are campaign-specific
• One autoresponder per text message
• Messages must comply with SMS regulations and character limits

Related Topics

• Features - Learn about autoresponder capabilities
• Using Autoresponders with Texts - How to assign autoresponders
• Troubleshooting - Common issues and solutions