How to Use Inbound Campaigns for Engagement and Feedback
When a customer reaches out to your business, the clock starts ticking. They expect quick responses, relevant information, and a smooth experience. That’s where inbound campaigns for engagement and feedback come in. These automated text replies—triggered when someone messages you for the first time in a 24-hour window—help businesses immediately acknowledge, guide, and support every contact.
Whether you’re trying to collect post-service feedback or keep leads moving through your sales funnel, a smart inbound campaign can make every message count.
Step 1: Create a Unique Campaign for Inbound Texts
Log into your TXTPass dashboard and navigate to the Campaigns section. Select “Create New Campaign” and choose Inbound Campaign as the type. Name the campaign based on its purpose, like “Post-Service Feedback” or “Sales Inquiry Autoresponder.”
This segmentation helps you track performance and optimize messaging based on use case.
Step 2: Write and Set Your Auto-Response Message
In the campaign builder, locate the “First-Time Message” field. This is the text new contacts or re-engaging users receive the first time they message you within a 24-hour period.
Craft a message that includes:
- A warm acknowledgment (e.g., “Thanks for texting us!”)
- A call to action (e.g., “Need support? Reply SUPPORT.”)
- A helpful link (e.g., “Browse FAQs here: [URL]”)
Make it brief but informative. Use this message to set expectations and gently guide users toward their next step.
Step 3: Add Keyword Triggers for Common Requests
Go to the Keyword Triggers section and create custom responses for commonly texted terms. These keywords act like shortcuts, giving users instant access to specific information or actions.
How to set them up:
- Under “Add Keyword,” type the trigger word (e.g., FEEDBACK)
- Set the reply message (e.g., “We appreciate your input! Leave feedback here: [link]”)
- Optional: Attach a link or resource for deeper engagement.
Repeat for keywords like DEALS, HOURS, APPOINTMENT, or anything relevant to your customer journey.
Step 4: Schedule Follow-Up Messages to Collect Feedback
Navigate to Automations > Follow-Ups and set up a delayed message for users who interacted with a specific keyword (like “SERVICE” or “SUPPORT”).
Set the delay to trigger 1–2 hours after the initial interaction.
Sample follow-up:
“Hi again! If you have a moment, we’d love to hear how we did today. Please share your feedback here: [form link]”
This timing keeps the interaction fresh while encouraging thoughtful responses.
Step 5: Link to Support Resources Using Self-Service Prompts
Under Auto-Reply Options, add links to high-impact resources like FAQs, troubleshooting guides, or self-service booking forms. Structure the response like this:
“For quick help, check out our top support articles here: [Help Center link].”
This offloads common support tasks and improves resolution speed, especially outside business hours.
Step 6: Test and Activate Your Inbound Campaign
Before activating, test your campaign by texting your number from an external phone. Confirm:
- The automated welcome message sends correctly.
- Keyword triggers respond with the right message and links.
- Follow-up timing aligns with your desired cadence.
Once confirmed, toggle the campaign to Active and monitor performance in the Analytics Dashboard.
Engage, Guide, and Grow with Inbound Campaigns
Inbound campaigns for engagement and feedback give you a fast, scalable way to connect with customers, collect insights, and drive business growth. By using automated replies, keyword triggers, and feedback links, you turn every message into an opportunity to build loyalty and deliver value.
