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When a contact replies to an SMS campaign, Voqo reads the reply and sorts it into the intent labels you define — so you can see at a glance who is interested, who wants a call back, and who has said no, without reading every message yourself.

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Defining your intent labels

Each campaign has its own set of intent labels that you choose. A label is just a short name and a description of what it represents, for example:
  • Interested — the contact wants to proceed or learn more.
  • Callback — the contact wants you to call them.
  • Not interested — the contact has declined.
You can use as many or as few labels as you like, and they are yours to name however suits your agency.

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How replies are sorted

Voqo classifies each reply as soon as it arrives. A reply can match more than one of your labels at once — “Yes I’m keen, can you call me?” is both Interested and Callback — and Voqo records every label that clearly applies. Voqo is deliberately cautious. If a reply does not clearly match any of your labels, it is marked as unclassified rather than forced into a label it does not fit. The unclassified bucket is always present, so a reply is never lost — it is simply set aside as “no clear intent” for you to glance over.
Replies that are only a STOP or other opt-out keyword are handled by consent, not by intent classification — they never appear as an intent. See Consent and opt-outs.

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Changing labels re-reads past replies

If you change a campaign’s intent labels — add a new one, rename one, or adjust a description — Voqo automatically re-reads the replies you have already received against your updated labels. You do not need to do anything; your earlier replies stay in step with your current labels. While Voqo is re-reading past replies, the analytics for that campaign show a brief re-classifying indicator and the intent numbers may shift slightly until it finishes. This runs in the background and never affects new replies, which are always classified against your latest labels straight away.

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Why is a reply unclassified?

A reply is unclassified when Voqo read it but found no intent matching any of your labels. The most common reasons are:
  • The reply is a simple acknowledgement like “ok” or “thanks” that carries no actionable intent.
  • The reply is about something none of your current labels cover. Add a label that describes it, and Voqo will re-read past replies against the new label.
You will always see the unclassified count next to your labelled replies on the campaign analytics page, so nothing is hidden. Questions about classifying replies? Contact support.