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Smart SMS Reply Campaigns

Como Sense Knowledge Team

Smart SMS Reply Campaigns enable two-way SMS interactions by allowing members to reply directly to campaign messages and trigger automated actions such as tagging, reward claiming, and engagement flows. Replies are used to accurately identify the club member and activate relevant automations. For merchants using an alpha sender name, the Incoming SMS Phone Number mention must be configured to ensure correct member identification and reliable campaign execution.

 

With the iOS 26 update, Apple introduced stricter filtering for messages from unknown senders, automatically moving them to a separate inbox and often suppressing notifications. This significantly reduces message visibility and customer engagement. Smart SMS Reply Campaigns address this challenge by encouraging customer replies, helping businesses maintain visibility, increase interaction, and drive meaningful engagement through SMS.
 

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How It Works

When a customer replies to an SMS message:

  • The system logs the reply under the member’s activity screen. 
  • A new system tag is automatically added to the member profile. 
  • Merchants can create automations triggered by this tag (for example, awarding points, sending benefits, or updating status).

 

Configuration 

To enable and configure Smart SMS Reply:

    1.    Ensure the Smart SMS Reply feature is enabled for your account.
    2.    Navigate to Features & Add-ons and enable the Smart feature Reply flag.




    3.    Set up a Smart SMS Reply rule:

  • Create a rule triggered by the tag:
              When: Member is tagged
              Tag added: *Personal|SMS|Replied*
  • Define the desired action—for example, awarding points or sending a benefit.

 

 

Step 2: Create a one-time action

  1. Create a new one-time action. 
  2. Select the action type Smart Reply SMS. 
  3. Choose the target population. 
  4. Set the campaign timing. 
  5. Click Activate.

 

 

Important Note: Incoming SMS Phone Number Mention

Merchants using an alpha sender name must use the Incoming SMS Phone Number mention in the campaign settings to reference the club member via the incoming phone number. This is required to enable reward claiming and trigger Smart SMS engagement flows.

 


 

Member Profile 

Once a member replies:

  • A new entry appears in the User Actions Log within the member’s activity screen. 
  • The system automatically adds a tag confirming the reply was received.

This enables merchants to segment or automate actions based on members who have replied.

 

FAQ

  • Can the merchant change the system keyboard?
    • Yes. Merchants can contact Como Support to request a change to the default system keyword.
  • Can the same member receive more than one benefit?
    • No. The system tag is added only once per member, ensuring benefits are triggered a single time.
  • Does the merchant get billed on reject MMS and SMS that were sent?
    • No. Como bills only for successfully delivered SMS/MMS messages.

 

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