Overview/Background
When customers reply to your SMS or MMS campaigns, AIQ captures those responses and makes them available for review, segmentation, and follow-up outreach.
Replies can be used to support two-way engagement, run contests, and build targeted audiences based on customer intent.
Reply Costs
Yes — inbound replies are billed the same way outbound text messages are billed.
Costs depend on the type of reply:
SMS replies are charged at your standard per-segment SMS rate
MMS replies (including images or media) are charged at your MMS rate
How Replies Are Stored
Customer replies are automatically saved in the chat inbox for visibility and campaign targeting.
Chat Inbox
If enabled, all replies appear in the Chat Inbox, where your team can review and respond.
Navigate to Marketing > Chat Inbox
⚠️ Note: Chat Inbox is only available for certain industries in AIQ.
Persona Audience Trait
Replies are also logged directly on the customer’s Persona profile as an audience trait:
Text Response Body
This allows you to build segments based on reply content.
-
Example:
If Text Response Body contains “Team A” → send a follow-up campaign to that audience
Examples of Reply-Based Campaigns
Reply capture enables interactive campaign workflows such as:
Polls & Contests
Example:
“Who will win? Reply 1 for Team A, 2 for Team B.”
Lotteries
Customers reply with a keyword to enter a giveaway.
Trivia or Predictions
Example: A Super Bowl campaign where customers who reply with the correct team receive a discount after the game.
Unrecognized Replies
If a customer responds with something unexpected or not tied to a keyword:
The reply is still stored in their Persona profile and Chat Inbox
No automatic response is sent
This ensures all customer engagement is captured, even when replies don’t match a predefined flow.