SMS Keywords in Leadferno enables automation, saves time, and improves customer experience by giving fast responses and directing contacts to the next step.

This guide explains what keywords are, why to use them, how they work in Leadferno, and the rules and limitations that apply.
 

What Are SMS Keywords?

A Keyword is a word or phrase (e.g. QUOTE, BOOK, JOBS) that, when texted to your Leadferno number, triggers a specific automated reply. View Keyword examples here. 

Keywords can be used to:

  • Answer questions

  • Start a lead process or qualify the lead

  • Direct contacts to a form or booking link

  • Provide product/service information

  • Help with compliance or consent

You can create and manage your keywords in the Leadferno web app by going to:
Settings > Keywords

Why Use Keywords?

SMS keywords automate common responses and workflows, improving speed and efficiency for both your team and your customers.

Benefits include:

  • Instant response to leads or customers without manual effort

  • Higher conversion rates by removing delays in communication

  • Time savings by automating repetitive conversations

  • Organized workflows by segmenting and qualifying contacts based on keyword use

Getting Started

To begin using SMS Keywords:

  1. Go to Settings > Keywords in the Leadferno web app.

  2. Add a new Keyword by clicking the orange + circle

  3. Create your Keyword (e.g., QUOTE, BOOK, etc.).

  4. Write your custom auto-reply message for your Keyword.

  5. Save and test your keyword by texting it to your Leadferno number.

If you need help setting up your keywords or planning your workflow, reach out to our support team—we’re happy to help!

Keyword Tips and Limitations

To ensure Keywords function properly, here are some important notes:

  • Keywords must not include spaces. (e.g., use APPLYNOW not APPLY NOW)

  • Keywords can include letters and numbers, but no punctuation or special characters.

  • Keywords are not case-sensitive. (e.g., QUOTE, Quote, and quote will all trigger the same response)

  • The system reserves the following keywords:

    • STOP – unsubscribes the contact from messages

    • HELP – sends the business’s contact information
      These are required by mobile carriers and cannot be edited or removed.