Attentive SMS - Guide

Junip's unique integration with Attentive allows you to manage the entire review solicitation process from Attentive, which has become a game-changer for brands.

Topics we'll cover in this guide:

Sending review requests from Attentive directly helps in maintaining consistent communication flow with the rest of your post purchase marketing. Sending review requests via SMS leads to higher submission rates & more photos/videos, as more customers are submitting reviews from their phone. We also send an event to Attentive when a new review is submitted, letting you track your success and follow up with customers.

More info on the integration in our blog post here.

We send review data in the form of events to Attentive, which allows you to trigger actions that are based on those events. Each event has dynamic review information that you can use in your Attentive journeys and SMS messages to ensure a seamless experience for your customers.

The SMS messages that you'll be sending via Attentive can complement emails being sent through Junip or another integration (like Klaviyo), so that you're reaching out to customers through whichever channel they prefer.

You can find a list of the events we send and brief description below. A full list of the variables for each event can be found here.

Triggered when a review is to be requested. This is used to send review requests via SMS using Attentive. This can replace review requests from Junip or complement an email request from Junip (or another integration).

Triggered when a Junip campaign selects an order to be reviewed. When you create a campaign audience within Junip, you can send it to Attentive as an event to send the request via SMS.

Triggered when a customer submits a review. This includes data from that review, so you can use it to kick off flows like refer-a-friend, segments like "happy customers" & "detractors", or send the incentive code that was awarded to that customer for leaving a review.

Triggered when a review requires confirmation. This allows you to send the "confirm identity" message through Attentive when a review is submitted from a source that requires confirmation.

Please note: we've recently updated the names of our events so if these event names do not match what you're seeing, then you can still use your old events without issue. This help doc explains the event name changes in more detail.

Since you're working in Attentive's platform to perform these actions now, you can leverage all of the features they offer; like A/B testing, suppression lists, customer segments, etc.

SMS is a new channel with huge potential, so sending review messages to customers through Attentive promises amazing engagement. You also have a lot more customization in how you perform these actions; brands appreciate being able to use SMS in combination with email requests to create a sequence of messages and reminders, as well as add segmentation or rules to their automations.

We'll be highlighting some awesome use-cases and examples of things we've seen brands build with this integration, get in touch with us if you want to share yours and be featured!

There are three main steps to setting up the Attentive integration, which are as follows:

You need to tell Junip where and how you want to send messages for things like review requests, incentives, etc. By default, we'll send these using Junip's emails. If you're integrating with Attentive, then you can send events to Attentive when you want to send an SMS for any given message or situation.

This guide explains step-by-step how to add Attentive to your Junip flows to do that.

A lot of times, you'll have two steps in your flow if it involves SMS, eg. one step is sending an event to Klaviyo (to send an email request) and the other is sending an event to Attentive (to send an SMS request). Make sure to adjust the delay for the second step so it's not sending at the same time as the first (see below).

Reminder to make sure that your flow in Junip is enabled, this means it will start sending events to Attentive, but Attentive won't actually send any messages until you've enabled the automation on their platform. That's why we suggest enabling this asap and then using the Attentive journey status as the final check to enable when you're ready.

The guide above mentions this but this is important enough that we thought we'd reiterate. Now that Junip is sending those events to Attentive, we need to set things up on Attentive's end to take the event and turn it into something useful, like a message (or sequence of messages).

You'll want to setup a journey with a message -- we'll offer instructions to create a basic version of both below:

This guide walks you through the process for creating a basic review request flow & message in Attentive, this is what we'll use to automatically request reviews after a customer's order is fulfilled / delivered and is the priority to start.

This is meant as a starting point, so feel free to create other journeys for different purposes, or make any customizations you'd like.

We've just added Attentive to your review flow in Junip and created a journey in Attentive to send these messages. When you're ready to start sending review requests via Attentive, you'll want to enable the journey in Attentive.

You can check your Events Outbox in Junip to see which events are in queue and which have been sent. New orders will be added to the queue, then wait the time delay you set and send to Attentive when they're ready. As events are sent to Attentive, you should see them being added to the relevant automations.

If you've just moved to Junip, or spent some time setting up your Attentive integration and missed requesting reviews from some customers, you can use a one-time campaign to request reviews from those customers.

This guide will explain how to send this campaign with an integration.