Replies

When a contact replies to an SMS, Dripcel automatically captures and categorises the response. Replies are used to update opt-in/opt-out status, trigger hooks, and improve segmentation.

Reply Types

A reply will be categorised into one of three types:

• Opt-in – If the reply contains the word yes (in any case: yes, YES, Yes).

• Opt-out – If the reply contains any of these words (case-insensitive):

  • stop, delete, remove, no, opt-out, out

• Unknown – If the reply does not match either of the above rules.

Note: If the campaign has hooks configured, the reply will also trigger the associated hook actions.

Custom Reply Words

Dripcel allows you to define Custom Reply Words to expand the default opt-in detection. This ensures that campaign-specific responses or common misspellings are still recognised correctly.

• Default Opt-in Rule: Only the word yes is treated as an opt-in.

• Custom Words: Add your own words to count as opt-ins.

  • Example: callme, yed (common typo for “yes”).

Rules for Custom Words

• Case-insensitive – All words are transformed to lowercase.

• Duplicate entries – Automatically removed.

• Campaign-specific – Add words relevant to your messaging or audience.

Example

• Contact replies: "Yes please" → Categorised as Opt-in.

• Contact replies: "Stop sending me this" → Categorised as Opt-out.

• Contact replies: "CallMe" (if callme is set as a custom opt-in word) → Categorised as Opt-in.

• Contact replies: "Maybe later" → Categorised as Unknown.