# SMS Keywords — "Text JM1 to (214) 555-0123"

_Messaging & SMS_

Let people reach you by texting a short code word to your own SMS number. When someone texts just the keyword, CRMown saves them as a contact, records their SMS opt-in, sends your automatic reply, assigns them to the keyword's owner and alerts them — and can add them to a pipeline or start a drip.

## Steps
1. Make sure you have an SMS number connected in Settings > Communications (a local 10DLC or toll-free number, registered for A2P).
2. Go to Tools > SMS Keywords and click "+ New keyword".
3. Enter the keyword (2–20 letters or digits, e.g. JM1), choose which of your numbers it works on (or any), and write the automatic reply. "Reply STOP to opt out." is added for you if it's missing.
4. Choose the owner (the person it's assigned to and who gets alerted), and optionally an extra tag, a pipeline and stage, and a drip to start.
5. Save. The keyword list shows the line to print — "Text JM1 to (214) 555-0123" — and a QR button. Scanning the QR opens a text with the keyword already typed.

## Tips
- Only a text that is just the keyword triggers it: "jm1", "JM1!" and " Jm1 " all work; "send me JM1 info" does not, and simply lands in Conversations.
- STOP, HELP, START and similar words are reserved by carriers and can't be keywords. STOP still unsubscribes as usual.
- Texting a keyword counts as SMS opt-in for that offer — say what people are signing up for wherever you print the keyword.
- Give each salesperson, sign, ad or event its own keyword (JM1, HOUSE12, EXPO26) and the Texts count shows which one works.
- Keywords live on your own number. US carriers no longer allow one shared number or short code to text for many different businesses, so CRMown does not offer a shared code.
- Pause a keyword to stop it responding without deleting it.

## Example
A realtor puts "Text HOUSE12 to (214) 555-0123 for photos and price" on a yard sign. A buyer texts HOUSE12, instantly gets the listing link back, appears in the Buyers pipeline assigned to the realtor, and the realtor gets a notification to call while the buyer is still outside the house.

## Troubleshooting
- **The "+ New keyword" button is disabled** — The workspace has no SMS number connected. Fix: Connect your Twilio number in Settings > Communications > Messaging Setup, then come back.
- **Someone texted the keyword but nothing happened** — The keyword is paused, is limited to a different number, or their text had other words in it. Fix: Check the keyword is active and set to "Any of our numbers" (or the number they texted). Their message is still in Conversations either way.
- **The auto-reply didn't arrive** — The SMS couldn't be sent from your number (carrier registration incomplete, number not SMS-enabled, or Twilio balance). Fix: Open the conversation — the reply shows "Failed" with the reason on hover. Check Messaging Setup and send a test SMS.

## Error messages
- `Keywords are 2–20 letters or digits, no spaces (e.g. JM1).` — Remove spaces and symbols from the keyword.
- `… is reserved by carriers for opt-out/help and can't be a campaign keyword.` — Pick a different word — STOP, HELP, START and similar words are handled by the carrier.
- `… is already in use.` — Another keyword in your workspace already uses that word.