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Working with keywords and short codes

Charles Jorgensen
Updated

Working with keywords and short codes

A keyword is a word or phrase of between 2 and 20 alphanumeric characters that a user texts to your short code to opt in to a campaign. A keyword cannot be shared on a short code; it must be unique to your campaign and not used in any other campaigns on the same short code.

Some words are reserved and not available for use as keywords, for example:

  • HELP represents a request for instructions on texting.
  • CLEAR or STOP represents a request to remove the mobile phone number from the campaign.

To work with keywords and short codes:

  • Select Text Messaging in the left pane, and then select Keywords.

    Tip: You can also select the short code link on the right side of the title bar to open the Keywords page.

    The Keywords page contains the Keywords table and the Shortcodes table. The Keywords table lists the keywords used in opt-in path messages for your campaigns.

    keywords table

    The Keywords table contains the following information:

    Column Description
    Keyword The alphanumeric combination for the keyword (between 2 and 20 characters).
    Type

    The message type supported by the keyword:

    • SMS & MMS: Includes simple text messages (limited to 160 characters) and longer text messages (limited to 1600 characters) or attachments.
    • SMS: Includes simple text messages only.
    • MMS: Includes longer text messages or attachments.

      • • RCS: Includes messages sent via RCS only.
    Originator It displays the short code, 10DLC long code, or RCS agent used to send the message.
    Campaign The campaign containing the opt-in path where the keyword is available.
    Opt-in path

    The opt-in path where the keyword is available.
    Last used

    The date when keyword was last used.

    The Shortcodes table lists the short codes associated with your company, alternative numbers, and the status of each shortcode, for example, indicates that the shortcode is available for use in a campaign.

From the Keywords table:

Validating a keyword

Before you add a new keyword or keyword phrase, you can check that it is valid and available for the shortcode.

To validate a keyword:

  1. Select Text Messaging in the left pane, and then select Keywords.

  2. Above the Keywords table, on the right, enter the keyword in the Check Keyword on shortcode field.

    Tip: Do not use special characters in your keywords. If you enter a keyword phrase, use a space between each word, not a period (.) or an underscore (_).

    mCommons runs a validation check to determine if the keyword is available, unavailable, or invalid.

    If the keyword is not available, you see the results:

    • Contains invalid characters: Enter a new keyword using alphanumeric (letters and numbers) characters only.

    • Is already taken: The keyword is already in use within your company on this short code. Enter a different keyword.

Adding a keyword

You can add one or more unique keywords for each campaign opt-in path on your short code.

Tip: Be sure you select the opt-in path for the correct campaign.

To add a keyword to your shortcode:

  1. Select Text Messaging in the left pane, and then select Campaigns.

  2. Locate the campaign in the Campaigns table, and then select the campaign name link.

  3. Locate the opt-in path in the Opt-In Paths table, and then select the opt-in path name link.

    The Conversation page opens.

  4. In the Opt-In Paths Actions panel on the right, select Keywords.

    The Keywords page displays the Keywords table for the selected opt-in path.

    The Keywords table contains the following information:

    Column Description
    Keyword The alphanumeric combination for the keyword (between 2 and 20 characters).
    Created The date when keyword was added to the short code.
    Updated

    The date when the keyword was last changed.

    Note: You cannot change a keyword that is currently in use for a campaign.
    Actions

    The following action is available for a keyword:

    • Remove

  1. Type the keyword in the Keyword field above the table.

    Keep the following tips in mind when you add keywords:

    • Avoid generic or common words, like MORE, IF, or THE, which could lead to unintended opt-ins.

    • Use keywords that are unique to your communication channels, so the success of your calls-to-action can be tracked and compared among channels.

    • To lessen the chance of typing errors, keep your keywords as short as possible.

    • Choose keywords that are easy to spell correctly (and less likely to be autocorrected).

    • Avoid acronyms or a mix of numbers and letters (TEXT2WIN, for example).

    • Add backup keywords, such as near spellings and misspellings for users who do not enter the keyword exactly. For example, if the keyword is BIGSALE, you may want to add SALEBIG and BIGSLAE.

    mCommons validates the keyword to determine that it is available. For more information, see Validating a keyword.

    • If the keyword is not valid or available, you cannot add it. Try to add another keyword.

    • If the keyword is valid and available for your short code, select Add .

  2. When you are finished, select Done.

After selecting Done, your keyword will be added to the Opt In Path. All of the Opt In Path's keywords can be seen on the Opt In Path page:

The Opt-In keywords can be seen on the Opt In Path page.

Also, every keyword used on a Campaign can be seen in the Campaign Details page:

A Campaign's keywords can be seen on the Campaign Details page.

Tip: Scroll your cursor over the "+" bubble to view the rest of the keywords:

Removing a keyword

When you remove a keyword, it will remain available to your company for a 30-day grace period, during which time you can add it back in to any of your opt-in paths.

Note: If you do not use the keyword again within 30 days, it will be released from your company.

To remove a keyword from your short code:

  1. Select Text Messaging in the left pane, and then select Campaigns.

  2. Locate the campaign in the Campaigns table, and then select the campaign name link.

  3. Locate the opt-in path in the Opt-In Paths table, and then select the opt-in path name link.

    The Conversation page opens.

  4. In the Opt-In Paths Actions panel on the right, select Keywords.

    The Keywords table lists the keywords for the selected opt-in path.

  5. Locate the keyword to remove in the Keywords table, and then select  Remove at the end of the row.

  6. When you are finished, select Done.

Exporting keyword data

You can download all of the data in the Keywords table to a CSV (comma-separated values) file.

To export keyword data:

  1. Select Text Messaging in the left pane, and then select Keywords.

    The Keywords table lists all of the keywords for your company.

  2. Above the Keywords table, on the right, select Save as CSV.

    The keyword records in the Keywords table are saved in a CSV file containing the following columns:

    Column Description
    keyword The keyword texted to a short code in order to opt-in to a campaign.
    campaign The name of the campaign.
    opt-in path The name of the opt-in path.
    last_used The date when the keyword was last texted into the campaign by a mobile user.

  3. To download the CSV file, select Home in the left pane, and then select Reports.

  4. Locate the CSV file in the Exports table, select the link in the Name column, and then open the downloaded file.

Checking short code status

You can check the short codes that you are rely on for text messaging.

To check the short code status:

  1. Select Text Messaging in the left pane, and then select Keywords.

    The Keywords page contains the Keywords table and the Shortcodes table, which lists the short codes associated with your company.

  2. Locate the short code in the Shortcodes table, and then check the Status indicator at the end of the row. For example, indicates that the shortcode is available for messaging.