Conversational, Two-Way Journeys™ let you build dynamic, two-way conversations between you and your subscribers to help you uncover unique customer preferences. When subscribers reply to your surveys and questionnaires with a specific keyword, conversational journeys automatically send them personalized recommendations, additional product details, special offers and more. You can fully customize both the keywords that trigger conversational replies, as well as the content of each reply.

Two-Way Journeys work in tandem with custom attributes, which let you save customizable attributes to each subscriber based on their keyword responses. You can then build segments based from this information and send targeted campaign messages moving forward. For more, check out Define and collect custom attributes.

You should know

  • You’ll get the best results with Two-Way Journeys if you have a good idea of what you want to build before you start. You can check out some use cases, or see one of our favorite case studies from Groove Life.
  • If a subscriber responds but doesn’t include a keyword, then nothing will be sent. If the same subscriber sends a second (or more) replies without a keyword, they will exit the journey and enter the default autoresponse journey in Settings.

Watch: Create a Two-Way Journey


Create a Two-Way Journey

  1. Create a new journey, either from a template or one built from scratch. You can also open and edit an existing journey you want to add two-way messaging to.
  2. Click the + where you want to add the conversational step and select Send conversational text message.
    Send conversational text message opens.
  3. Compose the first part of your conversational message, taking care to introduce the conversational prompt:
  4. For Select reply format, select between:
    • List of keywords: Select if you want subscribers to reply with a typed keyword.
    • Keywords with descriptions: Select if you want subscribers to reply with a number.
      Tip: Most brands using Attentive have had better results using keywords with descriptions.
  5. Add each conversational prompt you want to include, and then click Save. If you’re using Keywords with descriptions, you can also set:
    • A: Autoresponse reply: The character, number, or phrase subscribers send to continue the conversational journey.
    • B: Connector: Choose how your reply prompt connects to the description. Select between for, -, to get, or if.
    • C: Reply description: Enter a short description of what the reply will do.

      Once you’re done adding keywords, click Save. Your journey now has a unique branch for each keyword response:
  6. Optionally -- but strongly recommended -- click the + under each keyword response branch and select Add custom attribute step. For more on custom attributes, check out Define and collect custom attributes.
  7. Click the + at the bottom of each branch, and select Send text message.
  8. Compose your text message, and include images, macros, and offers to increase conversion rates. When you’re done, click Save.
  9. Repeat step 8 for each branch on your conversational journey.
  10. Add an End journey step if you’re done building your conversational journey.
  11. When you’re done, click Turn on, set the frequency of the journey, and then click Turn on.