Introduction
The Responses tab of a keyword in Brilliance CRM allows you to automate what happens after someone texts a keyword to your CRM texting number. You can configure a:
- Welcome message
- Delayed (drip) message
- Follow-up prompts to ask for name, email, or birthday
- Image attachments for each message type
Each sub-tab allows you to build custom engagement workflows without writing a single line of code.
How to Get Here
- Go to Communication > Keywords
- Click + Add New or Edit an existing keyword
- Click the Responses tab
1. Initial Message Sub-Tab
This is the first message sent after a user texts the keyword.
Field | Description |
Initial Message | The main reply text sent immediately |
Image | (Optional) Attach an image (e.g., flyer, welcome graphic) |
Send Initial Image (toggle) | Enable to include the image in the first reply |
Delete Image (toggle) | Remove the currently uploaded image |
2. Send Drip Sub-Tab
This lets you send a follow-up message after a time delay.
Field | Description |
Minutes | Number of minutes to delay before sending the message |
Message | The drip message content |
Image | (Optional) Add an image or promo graphic |
Send Drip (toggle) | Must be ON for the drip to send |
3. Ask Name Sub-Tab
Prompts the user to provide their name.
Field | Description |
Order | The order this message appears in (if used with others) |
Message | The question you’ll send (e.g., "What’s your name?") |
Image | (Optional) Add an image to accompany the question |
Ask Name (toggle) | Turns this prompt ON |
Delete Image | Removes current image attachment |
4. Ask Email Address Sub-Tab
Prompts the user to provide their email address.
Field | Description |
Order | Sequence position if multiple prompts are used |
Message | The question you’ll send (e.g., "What’s your email address?") |
Image | (Optional) Visual asset to support the prompt |
Ask Email (toggle) | Turns this prompt ON |
Delete Image | Deletes the image attachment |
5. Ask Birthday Sub-Tab
Prompts the user to provide their birthday.
Field | Description |
Order | Position in the automated series |
Message | The text prompt (e.g., "When’s your birthday?") |
Image | (Optional) Add a celebratory graphic or branded visual |
Ask Birthday (toggle) | Turns this field ON |
Delete Image | Removes image |
Expected Result
Once configured and saved, each active toggle will guide how the system interacts with users after they text the keyword. You can:
- Instantly reply with a welcome message
- Follow up with timed drips
- Capture lead info directly into the CRM
The system logs all responses automatically under the Subscribers tab.
Best Practices
- Keep SMS messages concise and clear (160 characters per segment)
- Use images to reinforce branding or promote offers
- Don’t overwhelm users with too many questions in a row
- Use the Order field to structure multi-step flows
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