Keywords are the words or phrases that members text to your number to opt in to your texting program, join a group, or trigger an automated response. They are the foundation of text-to-join campaigns, QR code flows, and self-service segmentation. When a member sends a keyword, your platform automatically responds, adds the member to the appropriate group, and begins any associated campaign.
Key Features
Self-Service Opt-In
Keywords let members add themselves to your texting platform on their own terms. Instead of manually adding members one by one, you publish a keyword — on a sign, website, QR code, email, or social post — and members opt in simply by texting that word.
Group Segmentation
Each keyword can be linked to a specific group. When members text different keywords, they are automatically sorted into the right groups based on their interests. For example, a organization might use EVENTS for event updates, HOURS for hours of operation, and SPECIALS for promotions.
Automated Responses
When a member sends a keyword, they receive an automatic response that you define in the text-to-join campaign. This response can include a welcome message, useful information, a link, or a follow-up question.
Multiple Keywords per Campaign
You can attach multiple keywords to a single text-to-join campaign. This means all keywords trigger the same response and add the member to the same group. Useful when you want to give members multiple ways to reach the same result.
How to Create a Keyword
Step 1: Navigate to Keywords
Click Keywords in the left-hand navigation to view your existing keywords and create new ones.
Step 2: Create a New Keyword
Click Create Keyword and enter the word or phrase you want members to text. Choose something short, memorable, and relevant to the purpose. Keywords are not case-sensitive — members can text JOIN, join, or Join and it will all work the same way.
Step 3: Attach to a Campaign
Link the keyword to a text-to-join campaign. This campaign defines what happens when a member sends the keyword — the response message they receive, the group they are added to, and any follow-up actions.
Step 4: Promote the Keyword
Share the keyword with your audience along with your phone number. Common formats include:
Text JOIN to (555) 123-4567 to stay connected!
Scan the QR code or text EVENTS to get started.
Real-World Keyword Examples
Interest-Based Segmentation
Stay up to date with what matters to you! Reply with the keyword for your interest: EVENTS — upcoming events and programs HOURS — hours of operation updates
SPECIALS — exclusive deals and promotions
Repeatable Information Keywords
Create keywords that can be texted at any time to get updated information. For example, a keyword like HOURS can be configured to always return the latest hours of operation. Each time you update the campaign response, anyone who texts the keyword gets the current information.
QR Code + Keyword Combination
Generate a QR code linked to a keyword. When scanned, the member's messaging app opens with the keyword pre-filled. They tap send and are immediately opted in. See QR Codes for details.
organization & Association Keywords
Use keywords tailored to your organization type and the interests of your audience:
Text organization to (555) 123-4567 to receive event invitations, legislative updates, and business resources from your local organization.
Text ADVOCATE to (555) 123-4567 to receive legislative alerts and calls to action from your association.
Text CONFERENCE to (555) 123-4567 for session schedules, room updates, and networking event details during the annual conference.
Data Capture Flow
Use a keyword as the entry point for collecting member information:
- member texts CONNECT to your number.
- They receive: "Thanks! Reply with your name and we'll be in touch next week!"
- After they reply with their name, a follow-up asks for their email address.
- Their responses are captured in their contact profile.
Tips & Best Practices
- Keep keywords short and easy to spell. One word is ideal. Avoid keywords that are easy to misspell.
- Choose keywords that are relevant to the action or group. GOLF for a golf newsletter, organization for a organization opt-in, or CONFERENCE for association event updates all make more sense than GROUP1.
- Test every keyword by texting it yourself before promoting it publicly. Verify the response message, group assignment, and follow-up actions all work as expected.
- Use different keywords for different channels so you can track where opt-ins are coming from. Use WEB for your website, EVENT for in-person signage, and CARD for business cards.
- Some accounts start with keywords already created during your onboarding setup. Check the Keywords section to see what is already configured before creating new ones.
Common Questions
Why did my account start with keywords already?
During your account setup, your onboarding team may have pre-configured common keywords based on your organization's needs. You can edit or remove these at any time.
Can a member text a keyword more than once?
Yes. If a member is already in the associated group and texts the keyword again, they will receive the campaign response. This is useful for repeatable information keywords like HOURS or SPECIALS that return updated content each time.