Crafting Two-Way Conversations with ChatSasa in Kenya.
September 13, 2025
written by Maingi
Introduction
In Kenya’s fast-growing digital ecosystem, customers expect more than one-way communication. Whether it’s businesses, NGOs, SACCOs, or churches, people want to engage, ask questions, and get responses in real time.
That’s why two-way messaging has become a game-changer. With ChatSasa, powered by SMSLeopard, organizations can create structured conversation flows using keywords, menus, and intelligent fallback to human agents.
This blog explores how to build two-way conversations that deliver both automation and human touch.
Why Two-Way Conversations Matter
Unlike traditional bulk SMS, two-way messaging allows customers to reply and interact, creating stronger connections.
Benefits include:
Instant customer feedback.
Higher engagement and satisfaction.
Streamlined support without overwhelming staff.
Smooth transition to agents when automation isn’t enough.
Building Blocks of Two-Way Conversations
1. Keywords
Keywords are the triggers that guide customer responses. For example:
INFO → Provides product details.
JOIN → Subscribes a customer to updates.
DONATE → Sends payment instructions for NGOs or churches.
Example: SMS: “Reply INFO to learn more about our August Sale. Reply STOP to unsubscribe.”
2. Menus
Menus give customers multiple options in a structured flow. This works well for businesses with different services or NGOs with multiple programs.
Example (ChatSasa Menu): “Welcome to Faith SACCO! Reply with: 1️⃣ Check Balance 2️⃣ Loan Application 3️⃣ Branch Locations”
Menus simplify choices, ensuring the customer feels in control.
3. Fallback to Agents
No matter how good automation is, some customers need human support. That’s where fallback comes in.
With ChatSasa:
If a customer enters an unrecognized keyword, the system offers an alternative.
If the query is complex, it routes the conversation to a live agent.
Example: “Sorry, I didn’t understand that. Let me connect you to an agent for assistance.”
Use Cases of Two-Way Conversations in Kenya
Retail & E-commerce → Order confirmations, delivery updates, product queries.
SACCOs & Banks → Balance checks, loan applications, repayment reminders.
NGOs & Churches → Donation flows, event RSVPs, volunteer registration.
Education → Fee reminders, parent-teacher communication, exam schedules.
How SMSLeopard & ChatSasa Make It Easy
With SMSLeopard powering SMS delivery and ChatSasa adding conversational intelligence, organizations get:
Keyword setup for easy automation.
Menu flows for structured self-service.
Seamless fallback to agents when needed.
Unified inbox for SMS and WhatsApp conversations.
Analytics to track responses and optimize flows.
Conclusion
Two-way conversations aren’t just a trend—they’re the future of customer engagement in Kenya. By combining automation (keywords & menus) with human fallback, organizations can provide fast, reliable, and personal support.
With ChatSasa, powered by SMSLeopard, you can craft flows that make every customer feel heard while ensuring efficiency for your team.
Ready to start building two-way conversations? Log in to SMSLeopard and integrate ChatSasa today!