Set a default SMS handler if contacts try to reply to an SMS with a support request
The Twilio integration is great, but once contacts have received a text message (and perhaps also replied as part of a guided conversation through an Autopilot Journey), they will likely expect to be able to text a support request or ask a question to this SMS number.
Yet, the way your integration works, unless an incoming text contains a specific, predefined keyword, it will be completely ignored. This behavior creates a very poor user experience and bad customer service.
Suggestion for better functionality:
Allow the ability to define a default support text response to any incoming SMS which isn't handled by a trigger at the start of a Journey. An automated response could be used to direct the user to the proper support or customer service channel.
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Phase Two Suggestion: It would also be super fantastic if real-time back & forth text messaging with contacts could be handled within Autopilot itself (so SMS could become an official support channel)