Customer support doesn’t stop when your team logs off. With TXTPass inbound campaigns, you can automate first responses, route common questions, and provide instant support—even outside business hours. Every time someone texts you for the first time in a 24-hour period, TXTPass sends a pre-built message to acknowledge and assist.

Here’s how to set up inbound campaigns to automate customer service without sacrificing the personal touch:

1. Create an Inbound Campaign in TXTPass

Start by logging into your TXTPass dashboard and navigating to Inbound Campaigns under automation tools.

• Click “Create Campaign”
• Name it something like “Customer Support Auto-Reply”
• Choose the trigger: First message in 24 hours

This ensures each customer gets a quick response the moment they reach out—no manual follow-up required.

2. Write a Support-Focused Auto-Reply

Your message should immediately acknowledge the customer’s request and set expectations. Keep it professional, helpful, and aligned with your brand.

Examples:

• “Thanks for contacting [Business Name]! We’ve received your message and will respond shortly. For urgent issues, call us at (123) 456-7890.”
• “We’re currently closed. Our hours are Mon–Fri, 9am–6pm. Need help now? Visit our help center: txt.li/help”

This assures customers their message didn’t get lost and gives them alternate next steps if needed.

3. Add Keywords for Common Support Topics

If you want to offer self-service shortcuts, include keywords like ORDER, RETURN, or HELP in your auto-reply. Then, create those keywords in TXTPass separately.

To set up support keywords:

• Go to the Keywords section
• Create terms like STATUS, FAQ, or TRACKING
• Add auto-replies that link to help articles, order lookup tools, or contact forms

This lets customers find what they need without waiting in line.

4. Include Links to Self-Service Resources

Your message can reduce support volume by linking to existing resources.

Popular options include:

• A shipping or order status page
• Your FAQ or knowledge base
• Return policy or refund form
• A chatbot or live chat page

Use TXTPass’s short link tool to keep your message clean and trackable.

5. Tailor After-Hours Messaging

If your support team is offline, customize your inbound reply to manage expectations.

Example:

• “We’re away right now but will reply during business hours (Mon–Fri, 8am–5pm). For immediate questions, visit our help center: txt.li/help”

This keeps customers informed while reducing frustration and unnecessary follow-up messages.

6. Monitor and Refine for Better Service

Use TXTPass analytics to track how well your automated support flow is working.

Look for:

• Click-through rates on your resource links
• Keyword engagement levels
• Times of day with the most inbound messages

Use that data to:

• Add more self-service keywords
• Adjust messaging for clarity
• Identify gaps where a live agent follow-up is needed

Let Automation Handle the First Response

With inbound campaigns in TXTPass, your customer support starts instantly—even when your team isn’t available. You can acknowledge messages, offer resources, and guide users toward the answers they need—automatically and consistently.