Support
Multi-step conversations triggered by keyword. Branches route replies → end actions or handoff.
| Keywords | Status | Steps | Triggered | Completed | Handoffs |
|---|
SMS Campaigns
Loyalty-delivered rewards triggered by keyword, audience segment, or platform event.
| Name | Trigger | Status | Discount | Sent | Redeemed |
|---|
Surveys
SMS rating campaigns. Callable from support flows and campaigns on completion.
| Keyword | Status | Question | Tags | Ask comment |
|---|
Scavenger Hunts
On-site QR hunt events. Users text the start keyword, scan hidden QR codes around campus, and earn a reward on completion. Reply HINT for clues.
| Keyword | Status | Name | Steps | Tags | Started | Completed | Redeemed |
|---|
Inbound
Recent inbound SMS messages, automated responses, and triggered actions.
Select a conversation
Select a conversation
Loyalty
Rolling view of loyalty members, reward progress, and live program events.
Recent events
Members
Rewards
Automated SMS journeys triggered by loyalty events.
Member lookup
Crave Rewards · $5 per $35 spent
| Name | Type | Status | Trigger note | Sent | Redeemed |
|---|
Partner Campaigns
Campus partner-scoped SMS campaigns with branded keywords and restricted machine access.
| Partner | Keyword | Status | Discount | Machines | Issued | Redeemed |
|---|
Audiences
Build and save user segments from loyalty and purchase data. Available across campaigns, rewards, and support flows.
Contacts
All phone numbers that have interacted with Crave SMS.
| Phone | Tags | Campaigns | Redeemed | Last seen | |
|---|---|---|---|---|---|
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Do Not Contact List
Users who replied STOP are immediately removed from all messaging. Per TCPA law, no further SMS may be sent to these numbers. Replies of START or UNSTOP will remove them from this list.
TCPA Compliance — Federal Law
Under the Telephone Consumer Protection Act (TCPA), any user who replies STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT must be immediately opted out of all promotional SMS. Violation carries fines of $500–$1,500 per message. Users may re-opt-in by replying START or UNSTOP.
Under the Telephone Consumer Protection Act (TCPA), any user who replies STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT must be immediately opted out of all promotional SMS. Violation carries fines of $500–$1,500 per message. Users may re-opt-in by replying START or UNSTOP.
Blocked Users
Admin-blocked numbers. These users receive no automated responses of any kind. Unlike DNC, texting START does not unblock them — only an admin can.
Refund Queue
Customers marked for a refund. Process the refund, then resolve it here.
Pending
Resolved
All
Settings
Configure action handlers, integrations, and default behaviours for each ending action.
RCS rich messaging Beta
Send a test RCS message to verify your Twilio RCS sender. Requires
TWILIO_RCS_SENDER, TWILIO_ACCOUNT_SID and TWILIO_AUTH_TOKEN in Vercel. Falls back to SMS automatically for non-RCS handsets in production flows.Test phone number
Must be an RCS-capable handset (most modern Android; iOS 18.1+)
Message type
Assign to agent
__agent__Slack notifications now use the Crave SMS bot (not a webhook). Handoffs post to the channel set by the
SLACK_CHANNEL_HANDOFF env var, and agents can reply directly in the Slack thread to text the customer back. All inbound also mirrors to SLACK_CHANNEL_MAIN / SLACK_CHANNEL_SUPPORT.Reply to customer
SMS sent to the customer immediately when this action fires. Default: “We've connected you with a live agent. Someone will be in touch shortly.”
Auto-assign to (Avochato)
Avochato user email to auto-assign the ticket to when this action fires. Leave blank to use Avochato's auto-assign roster.
Create Jira ticket
__jira__Jira project key
Overrides JIRA_PROJECT_KEY env var
Default assignee
Jira account ID or email to auto-assign tickets to
Default priority
Reply to customer
Use {{TICKET_ID}} to include the Jira issue key in the message. Default: “We've logged your issue and a team member will follow up shortly. Reference: {{TICKET_ID}}”
Trigger refund
__refund__Refund integration not yet wired. Configure the endpoint below and it will be called when this action fires.
Refund webhook URL
POST request sent with { phone, flowKeyword, stepLabel }
Reply to customer
Default: “Your refund request has been submitted. You'll receive confirmation within 2–3 business days.”
General
Default cooldown (hours)
How long before the same user can re-trigger the same campaign
Timezone
Unrecognized keyword reply
Sent when a user texts something that doesn't match any campaign or flow. Default: “Sorry, we didn't recognize that code. Reply SUPPORT if you need help.”
Opt-in confirmation message
Sent when someone texts OPT IN, START, SUBSCRIBE, or YES. Default: “You're subscribed to Crave Robotics texts! You'll get discount codes, offers, and updates. Msg & data rates may apply. Reply STOP to opt out, HELP for help.”
Refund confirmation message
Texted to the customer when finance marks their refund resolved (if "notify customer" is chosen). Use
{AMOUNT} to insert the refund amount. Default: “Good news! Your refund{AMOUNT} has been processed and should appear on your original payment method within 3-5 business days…”Auto-close sessions (minutes)
Default inactivity timeout for support sessions
Known machine cities
Comma-separated. Used by the location step in support flows to recognize a customer's city reply.
Reports
Aggregate performance across all campaigns, support flows, and surveys.
Campaign performance
Support resolution
Survey results
Scavenger hunts
Support requests by location