How to Build Keyword-Driven Short Code Flows with ChatSasa.

Introduction

In Kenya’s fast-paced communication environment, speed and convenience define customer engagement. Whether it’s a retail offer, a SACCO balance inquiry, or a support request, customers want instant answers — not delays.

That’s where keyword-driven short code flows come in.

Using ChatSasa, the conversational automation platform by SMSLeopard, businesses can build simple yet powerful automated keyword responses that instantly engage customers, collect data, and route queries — all through SMS.

In this guide, we’ll explore how to design and implement keyword-based short code workflows, what makes them effective, and how you can integrate them into your customer experience strategy.

1️⃣ What Are Keyword-Driven Short Codes?

A short code is a 5–6 digit SMS number that allows businesses to send and receive text messages at scale. When a user sends a specific keyword (like “BALANCE” or “OFFER”) to this short code, an automated response is triggered.

For example:

Customer texts: BALANCE to 22245 Automated reply: “Dear John, your SACCO balance is KES 14,250. Thank you for banking with us.”

This system allows businesses to:

• Provide instant responses to frequently asked questions.

• Run promotions and lead generation campaigns.

• Deliver services like confirmations, registrations, and feedback collection.

And with ChatSasa, you can build, customize, and manage these keyword flows without any coding experience.

2️⃣ Why Use Keyword-Based Flows in Kenya?

Keyword flows are one of the most effective engagement tools in Kenya’s mobile-first market. Here’s why they work so well:

• Simplicity: No internet or app required — just an SMS.

• Instant Gratification: Customers get answers in seconds.

• Two-Way Communication: Enables dialogue, not just broadcasts.

• Broad Reach: Works across Safaricom, Airtel, and Telkom networks.

• Automation Efficiency: Reduces manual support workload.

From county governments to retail shops, churches to healthcare facilities — keyword flows make communication fast, inclusive, and efficient.

3️⃣ How to Build a Keyword Flow with ChatSasa

Setting up a keyword-driven short code flow on ChatSasa via SMSLeopard is quick and intuitive. Here’s a step-by-step guide:

Step 1: Define Your Objective

Start by asking: What do you want customers to achieve by sending a keyword?

Examples:

• Request information (e.g., “INFO” for product details)

• Get a special offer (e.g., “OFFER” for discounts)

• Request support (e.g., “HELP” for customer care)

• Register or subscribe (e.g., “JOIN” for newsletter)

Step 2: Choose Your Short Code

Select or register your preferred short code with SMSLeopard. You can use:

• Dedicated short codes (for your brand only)

• Shared short codes (common number, unique keyword for your business)

SMSLeopard helps you handle registration and compliance with Kenya’s Communication Authority (CA) and mobile operators.

Step 3: Set Up Keyword Rules in ChatSasa

Inside your ChatSasa dashboard:

1. Navigate to Automation > Keyword Flows

2. Click “Create New Keyword Flow”

3. Assign a keyword (e.g., “JOIN”)

4. Define your automated response

   • Example: “Welcome to ABC SACCO! To open an account, reply 1 for personal, 2 for business.”

5. Add follow-up logic (conditional flows) based on responses

ChatSasa allows you to build multi-step conversations, not just one-off replies.

Step 4: Personalize the Messages

Use dynamic fields like:

• {{Name}}

• {{Location}}

• {{Product}}

Example:

“Hi {{Name}}, thanks for texting OFFER. Enjoy 10% off all electronics this weekend at {{Store}}!”

This makes your automation feel human and relevant.

Step 5: Test Your Flow

Before going live, always test your keyword. ✅ Check for:

• Correct message delivery

• Proper branching logic

• Clear instructions

ChatSasa’s preview and test-sending tools help you ensure everything runs smoothly.

Step 6: Launch and Monitor

Once your flow is active, use the SMSLeopard analytics dashboard to monitor:

• Keyword triggers

• Response times

• Engagement rates

• Conversion outcomes

Refine your flows based on performance data — tweak wording, adjust timing, or simplify responses where needed.

4️⃣ Keyword Flow Ideas by Industry

Here are examples of how Kenyan businesses use keyword short codes via SMSLeopard and ChatSasa:

Retail & E-Commerce

• Keyword: OFFER → “Get 15% off your next purchase at XYZ Superstore. Visit any branch this weekend.”

• Keyword: POINTS → “You have 230 loyalty points. Redeem before 30th October.”

SACCOs & Financial Services

• Keyword: BALANCE → “Your account balance is KES 12,430.”

• Keyword: LOAN → “Reply 1 for personal loan info or 2 for business loans.”

Healthcare

• Keyword: CLINIC → “Your next appointment is due on 14th Oct. Reply 1 to confirm or 2 to reschedule.”

Education

• Keyword: RESULTS → “Your child’s marks for Term 2 are now available. Visit portal.school.co.ke to view.”

County Governments

• Keyword: LICENSE → “Renew your business permit at www.countyportal.go.ke or visit the trade office.”

5️⃣ Best Practices for Keyword-Driven Flows

To get the best results:

• Keep keywords short and easy to remember.

• Avoid special characters or spaces.

• Ensure your messages are clear and actionable.

• Include opt-out options where necessary.

• Update content regularly to stay relevant.

• Use analytics to learn and improve.

6️⃣ Why Use SMSLeopard + ChatSasa for Keyword Campaigns

When it comes to automating keyword-driven short code flows, SMSLeopard gives you the winning combination of reliability, compliance, and simplicity.

✅ Locally Compliant: Meets CA Kenya and Data Protection Act standards. ✅ Cross-Network Support: Works on all major Kenyan carriers. ✅ Scalable Platform: Serve thousands of users simultaneously. ✅ AI-Powered ChatSasa Integration: Manage conversations, surveys, and triggers easily. ✅ 24/7 Customer Support: Local experts who understand your business needs.

Conclusion

Keyword-driven short code flows are a game-changer for Kenyan businesses — from counties and SACCOs to schools and retailers. They reduce response time, improve service delivery, and create an instant line of communication with customers.

With ChatSasa and SMSLeopard, you can build these flows effortlessly, automate engagement, and give your customers the responsiveness they deserve.

Start your keyword campaign today and experience the future of customer interaction at www.smsleopard.com.

#SMSLeopard #ChatSasa #BulkSMSKenya #CustomerEngagement #Automation #ShortCodes #KenyaBusiness #DigitalTransformation #SMSMarketing #CustomerExperience