Overview of Keywords in the Communication Module

Introduction

The Keywords module in Brilliance CRM enables you to create automated SMS/MMS responses and subscriber workflows triggered by specific words or phrases. When a user texts a predefined keyword to your messaging number, the system can automatically respond, tag the user, enroll them in campaigns, or assign them to a group.

This tool is ideal for lead generation, event registration, opt-ins, and automated follow-ups.

How to Get Here

1. In the left-hand menu, go to Communication > Keywords.
2. Click + Add New to create a new keyword workflow.

Keywords Grid Overview

Each row in this grid represents a single keyword rule.

Grid Columns:

• Edit – Open the keyword for editing
• Regarding – The company/account it applies to
• Description – Internal label for the keyword
• Keyword – The actual trigger word/phrase users text
• Start Date / End Date – Controls when the keyword is active
• Subscribe – Indicates if the keyword auto-subscribes the sender
• Welcome – Shows if a welcome message is enabled
• Drip – Indicates if a drip sequence is associated
• Birthday – Shows if birthday capture is enabled

You can Export to Excel to archive or analyze keywords.

Next Steps

When editing or adding a keyword, you'll be presented with four tabs:

1. General – Set keyword basics, subscription behavior, group tagging, and expiration
2. Response – Customize automatic replies, drip sequences, and lead capture
3. Admin – Internal controls for assignment, lead routing, or flags
4. Subscribers – View contacts who triggered this keyword

Each tab will be covered in its own KB article to ensure clarity.

Use Cases

• Let users text “JOIN” to subscribe to a newsletter
• Use “DEMO” to trigger a follow-up email with your software info
• Automatically send a birthday reminder workflow
• Add contacts to a communication group by keyword
• Trigger different drip messages depending on keyword entry