Keyword Auto Reply

Challenge: How might we allow automated responses to incoming messages with keywords?

Background: Many Cadence clients expressed a desire to have automatic texts based on keywords, similar to the type of texting many B2C companies use ("Text COFFEE to 858585 for a free drink."). They were looking for ways to achieve this type of short code texting with their existing long code phone numbers, and have the ease of replying within the Cadence platform. They also wanted to automate more processes surrounding their Cadence usage. Requests were plentiful but vague, so I began conducting user interviews to understand more about their goals and pain points.

Process: With data from the user interviews, competitor research, and technical investigations done, the UX team was able to begin wireframing some potential solutions. These wireframes were reviewed by Product leadership and key stakeholders within Mongoose, as well as with clients we had identified as potential early adopters.

The Wireframes

The Result

Outcome: The new feature allows Cadence users to set up groups of keywords that will sent automatic replies if the criteria is met. The incoming texts can be easily segmented for further follow up. This feature saves higher ed departments time, while students, parents, and alumni get an immediate response to their questions.

This was a critical feature to introduce into the product to help retain existing clients who were threatening to leave if keyword automation could not be accommodated. It was also the base for further automation and AI technology that was later introduced into Cadence.