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SMS marketing delivers exceptional engagement rates — text messages are opened 80% more frequently than emails, typically within the first three minutes. Hoop lets you build fully automated SMS campaigns using workflows, keyword triggers, and trigger links.

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Compliance first

Before launching an SMS campaign, confirm your account is configured for regulatory compliance:
  1. Go to Settings > Phone System > Messaging
  2. Ensure SMS compliance options are enabled — including opt-out messages and sender identification
  3. Every outbound SMS campaign must include opt-out language (e.g., “Reply STOP to unsubscribe”)
SMS marketing is subject to federal and carrier regulations (TCPA, CTIA). Always obtain prior express written consent before sending promotional messages. Non-compliance can result in significant fines.

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Building an SMS campaign workflow

1

Prepare your media (if needed)

If your campaign includes an image, upload it to Media Storage in your account and copy the file link.
2

Create a trigger link

Go to Marketing > Trigger Links and create a new trigger link. Enter a name, paste your URL (image link or landing page), and click Save. This lets you track who clicks the link in your SMS.
3

Create a new workflow

Go to Automation > Workflows and click + Create Workflow.
4

Set up the trigger

Add the Customer Replied trigger. Set filters:
  • Reply Channel = SMS
  • Contains phrase = your campaign keyword (e.g., “BDay20”, “OFFER”, “JOIN”)
This fires the workflow when someone texts your keyword to your business number.
5

Compose the reply message

Add a Send SMS action. Write your message — thank the contact for their interest, include the trigger link to your offer or coupon, and ensure the message meets SMS compliance requirements.
6

Add follow-up actions

Chain additional actions:
  • Add contact tag — tag them as campaign respondents
  • Wait — add a delay before the next message
  • Send SMS — follow up with another message after they click the link
  • If/Else — branch based on whether they clicked the link
7

Test and publish

Test the workflow using a personal number to verify the keyword trigger works and messages arrive correctly. Then publish the workflow.

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Keyword SMS campaigns

A keyword campaign works by advertising a short word or code that contacts can text to your business number to opt in:
  • Example: “Text BDay20 to 555-0100 for your birthday discount”
  • When someone texts the keyword, your workflow fires instantly
  • The workflow can reply with a coupon link, enroll them in a nurture sequence, or add a tag

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Tips for keyword campaigns

  • Keep keywords short and memorable — single words or short phrases work best
  • Advertise the keyword across social media, physical signage, and email marketing
  • Use trigger links in your reply so you can track engagement
  • Add a wait step before any follow-up messages to avoid overwhelming new subscribers

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Importing a campaign into a workflow

If you’ve previously built a campaign in Hoop’s Campaigns section, you can import it directly into a workflow:
  1. Click + Create Workflow
  2. Select Import from a Campaign
  3. Browse the list and select your campaign
  4. Click Import — the campaign steps load into the workflow builder
  5. Customize triggers, messages, and actions as needed
  6. Save and publish
Each import creates one workflow. If you need to combine elements from multiple campaigns, use the workflow builder to manually add steps after importing the first one.

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SMS campaign best practices

  • Personalize messages using custom values (contact name, custom fields) to increase relevance
  • Offer genuine value — discounts, exclusive content, or useful information perform best
  • Time your messages thoughtfully — mid-morning and early afternoon typically see higher response rates
  • Keep messages concise — SMS works best with short, clear calls to action
  • Monitor and iterate — check open and click rates in your workflow stats and refine based on performance
Last modified on March 4, 2026