Automate SMS Replies with SMS Bot
Automate SMS Replies with SMS Bot
SMS Bot lets you assign keyword-triggered auto-replies to any SMS-enabled number. Customers text a keyword, and the bot responds instantly — with a fixed message, an interactive menu, or live data pulled from your systems via webhook.
Available on: Pro plan and above
What SMS Bot Does
- Responds to incoming messages automatically based on keywords you define.
- Runs 24/7 — handles after-hours inquiries, FAQs, and routing without agent involvement.
- Supports three reply types: static text, interactive menus, and dynamic webhook responses.
Reply Types
Static Text
A fixed reply triggered by one or more keywords.
Example: A customer texts "hours" → Bot replies "We're open Monday–Friday, 9 AM–6 PM ET."
Best for: FAQs, business hours, directions, pricing overviews.
Menu
A numbered list of options the customer can select. Each option can trigger a static reply, another menu, or a webhook.
Example: Customer texts "help" → Bot replies:
Reply with a number:
- Account details
- Account balance
- Change address
Best for: Self-service flows, triage, category-based routing.
Dynamic Webhook
A keyword triggers an API call to your server. Your server returns personalized data that the bot sends back to the customer.
Example: Customer texts "balance" → Bot calls your API with the customer's phone number → Your server returns "$1,247.50" → Bot replies with the balance.
Best for: Account lookups, order status, appointment confirmations, any data that changes per customer.
Set Up Your First Bot
Step 1: Create the Bot
- Go to SMS/MMS → Create Bot.
- Click Add.
- Name your bot (e.g., "Support Bot" or "After-Hours Bot").
- Click Proceed.
Step 2: Assign a Number
- Select an SMS-enabled JustCall number from the dropdown.
- Click Save changes.
One number can have one bot. To use the same keywords across multiple numbers, create separate bots with the same configuration.
Step 3: Add Keywords and Replies
For a Static Reply
- Click New keyword.
- Enter one or more keywords (comma-separated). Example:
hello, hi, hey. - Select Text from the Action dropdown.
- Enter the reply message.
- Click Save changes.
For a Dynamic Webhook Reply
- Go to Create Action → Add a webhook.
- Enter the webhook title, URL, HTTP method (GET or POST), and parameters.
- Click Done.
- Return to your bot → Click New keyword.
- Enter the keyword, select Dynamic webhook from the Action dropdown.
- Choose your webhook, enter the reply template, and select the return parameter.
- Click Save changes.
For a Menu Reply
- Go to Create Action → Click Menu.
- Define menu options — each can trigger a static reply, another menu, or a webhook.
- Click Save.
- Return to your bot → Click New keyword.
- Enter the keyword, select Menu, and choose your menu.
- Click Save changes.
Tips for Effective Bots
- Use specific keywords. Avoid single-character keywords or very common words that could trigger false matches.
- Set a default reply. Create a keyword entry for unrecognized messages so customers always get a response (e.g., "Sorry, I didn't understand that. Reply HELP for options.").
- Test before going live. Send test messages from a personal number to verify each keyword and reply path.
- Combine with SMS Copilot. Use SMS Bot for structured FAQs and SMS Copilot for AI-assisted replies to open-ended messages.