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MobileConnect Conversation Windows

Use conversation windows to respond to inbound messages that don’t have keywords assigned to them. Use the double opt-in template to opt users in to an SMS campaign. Conversation windows are enforced at the keyword level.

If an end user opens a conversation and responds with a valid keyword within the specified time frame, MobileConnect handles the message in one of these ways.

  • The message is treated as a mobile-originated response that triggers a Next keyword or as an accepted response if it’s a double opt-in.
  • If the keyword response is tied to the keyword that the end user provided, the conversation window supersedes the keyword response message, and the message isn’t deployed.
  • If the response contains a global Stop keyword, the global Stop keyword handling supersedes the Next keyword conversation window.

You can open a conversation window after these events.

  • The end user sends a mobile-originated message to a Join keyword that’s used by an active double opt-in text responder.
  • A QueueMO API call is made that points to a Join keyword that is used by an active double opt-in text responder.
  • An outbound message is deployed with a valid Next keyword configured.
  • An AMPscript call is made as part of an outbound SMS message that opens a conversation.

After a conversation window is opened, MobileConnect listens for the response. For a double opt-in template, MobileConnect listens for the acceptance response created as part of the opt-in message. If an invalid response is sent, an error response is returned, and the conversation is closed. For Next keyword, MobileConnect listens for any response and returns the message text associated with the Next keyword. After the Next keyword response is triggered, the conversation is closed.

A message that uses the Text Response template doesn’t create a conversation. A text response message always listens for inbound responses.

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