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Message Reply Action Block

Listen for replies and route contacts based on what they send back.

What's in this article

 

 

Summary

The Message Reply block listens for replies to the previous message (SMS or email) and routes the contact based on what they type.

Important: Keep options simple. Most customers won’t type long answers.

 

 

 

When to use

  • Gamification SMS flows (raffles, guess the number, "spin to win", "scratch off")
  • Let people reply with simple choices like YES/NO
  • Collect a preference (beginner vs advanced, morning vs evening)
  • Send different paths based on what a customer wants (pricing, hours, booking help)

 

 

 

How it works

  • Uses the gateway from the previous block (the last message block before this one).
  • Add Response Options (case-insensitive).
  • Optional: store the reply in a Contact Data Field.
  • You can require a valid option; otherwise Patch can send a generic “invalid response” message.

 

 

 

How to set it up

  1. Click Add Response Option and enter expected replies (example: YES, Y).
  2. Choose whether to require one of the options.
  3. Optional: enable Store the response and select the contact field.
  4. Review the Expiration window (how long Patch will listen).

 

 

 

Best practices

  • Use 2–4 options max. Short words or numbers (1-5) work best.
  • If you store replies, keep field names simple so staff can use them later.
  • Pair with Filter to route “YES” vs “NO” cleanly.

 

 

 

Examples

  • Programs: “Reply SEASON for season info or CLASS for classes.”
  • Businesses: “Reply BIRTHDAY for party packages or TICKETS for pricing.”

 

 

 

Tabs in this block

Editor

This is where you configure the block. After you change settings, save the block so the automation uses the updated configuration.

Stats

Stats populate after the block runs for at least one contact. For most blocks, Stats are mainly for quick troubleshooting (example: times triggered and last completed).

Task Log

The Task Log is the best place to troubleshoot a specific run. Each row is one task (usually one contact) that passed through this block.

  • Time: when the task ran
  • Run Duration: how long it took
  • Contact: click the person icon to open the contact profile
  • View Payload: click VIEW PAYLOAD to see all data passed through the automation for that task
  • Task ID: helpful for internal debugging and support

Warnings & Errors

  • Errors must be fixed before the automation can be enabled.
  • Warnings do not always block enabling, but they usually mean something is missing or risky.
  • If you see an error or warning banner, fix it in the Editor.