Identify best trigger words
Closed this issue · 3 comments
Twilio comes with several keywords that start and end sessions. These keywords trigger a message to the user, e.g.:
"You have successfully been re-subscribed to messages from this number. Reply HELP for help. Reply STOP to unsubscribe. Msg&Data Rates May Apply."
"You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."
According to the Twilio documentation:
It is currently not possible to customize the default response triggered by these keywords.
To me, the word "subscribe" in the default Twilio messages seems a little confusing, and I would rather have custom messages for starting and stopping the survey.
We could identify trigger words, not among Twilio's, and use those. (Even though.....Twilio monopolized a lot of great keywords.)
mRelief does not use a designated Twilio trigger word (and the cost of controlling this, i.e., via a "shortcode," can be around $3,000).
mRelief mentioned that it can be frustrating if a user sends a message to unsubscribe accidentally, e.g., "cancel" and Twilio puts them on a blacklist. I do not see how that could happen with our survey. So, I suggest that we chose a custom word, like "HOME," and use that to start and restart the survey.
We now normalize the incoming message text, so we can assume that all input is lowercase and not worry about autocorrect. #26
Reopening.
I talked with CSH this morning, and we decided to use "connect" as the trigger word and then "bye" as the word to exit the survey.
I need to be sure that "bye" will exit the survey, but NOT add the user to the Twilio blacklist.
"connect" and "bye" work!