The Manage Short Code dashboard allows you to review and update the settings of your provisioned short code.
To access the Manage Short Code page, navigate to Settings > SMS Settings Short Code.
💡 If you have multiple short codes, you will need to select the correct short code from list navigation dropdown menu.
View and adjust the following settings:
The Merchant Configuration is a piece that cannot be edited. This links your domain to your SMS program and is used to attribute revenue.
Email List Settings
The email list settings section provides a connection between the SMS short code and an email list. Here you can configure which email list an SMS contact that has provided their email address will be subscribed too. In addition, select which external event will be used to trigger the dual subscriber into an automated email campaign.
Associating an email list allows you to use email activity data about your SMS subscribers in your filtering strategy.
Email List Profile Data
The email list profile data section is also a gateway between the two channels by, supplying the contact's email profile with their phone number, keyword name and acquisition source, which can be use as filters in email marketing campaigns.
How does this work?
When a user subscribes to the SMS program and then provides their email address (via a data acquisition campaign) Listrak will subscribe the provided email address to the associated email list; add their phone number, keyword and mark their acquisition source as SMS to that contact's email profile.
⚠️ These profile fields must be created on your email list first.
The analytics section allows Listrak and Google to track message performance, including conversions. It will also enable the Listrak and/or Google Analytics input fields within your broadcast message editor.
The Listrak conversion analytics will append a campaign type and give you the option to append a campaign name and a campaign version name when creating a message. This can be later used to review message performance in Listrak.
Google Analytics will give you the option to append a campaign name (utm_campaign) and a campaign content name (utm_content) to the link(s) in your SMS messages so you can easily track the performance within your Google Analytics Dashboard.
The Source (utm_source) "listrak" and Medium (utm_medium) "sms" parameter values are prepopulated and will also be appended to the link(s) in your SMS messages.
The URL Branding section displays the shortened link prefix that takes the place of the link added to the message. By default, the Listrak shortened link (plus 7 additional characters) will be used in your messages. However, you can update this with your own custom branded shortened URL prefix.
Learn more about setting up custom URL branding.
The compliance language section allows you to create a Program Name and default compliance messaging that will be easily accessed when creating SMS messages.
The Program Name is automatically pre-pended to your messages when creating a new message. The program name is required for compliance and is an easy way for contacts to know what company is sending them messages.
Compliance language is required by wireless carriers to be included in at least one message a month to all contacts on your mobile list.
In this section, you can set default compliance language and easily include it when authoring a new broadcast message using the paste compliance language feature. Using this feature allows you to easily track which contacts have received a broadcast message that included compliance language by viewing their profile. If you have any questions about your program compliance please contact firstname.lastname@example.org.
The quiet hours section allows you to enable an alert pop-up if a message is scheduled to go out between the hours of 8pm and 8am in a subscriber's time zone, which is based on the contact's area code. This timeframe has been defined by the Telephone Consumer Protection Act (TCPA).
💡 Helpful Tips
Enabling Quiet Hours will NOT prevent the message from being scheduled or delivered.
The 'Time Zone Optimized' setting will automatically be selected under the Schedule Message section for either the 'Schedule One-Time Send' or 'Schedule Recurring Send' scheduling options. This can be unchecked, you will receive an alert pop-up notifying you the message might be sent during quiet hours for some recipients.
The SMS Conversations section allows you to manage outbound responses to inbound unrecognized text messages. Listrak's SMS Two-Way Conversations Dashboard (Messages > SMS SMS Conversations) gives you the ability to see any responses from contacts to your SMS short code that do not fit within another campaign (e.g. expected responses from a data acquisition campaign).
By default, the toggle is disable and these unexpected responses will trigger your System generated HELP messaging to deploy (based on what is configured in the system message below). Turning on the toggle* will stop these help messages from deploying and use a processing service to determine if a message should automatically be sent to the customer service team. If messages are being routed to your Customer Support team via Listrak's Two-Way SMS Integration this setting will be enabled when the integration is completed.
⚠️ Turning on the toggle, which will disable system messaging, requires a message sender to ensure manual real time responses are provided in an appropriate and timely manner based on CTIA compliance guidelines. This toggle will automatically be disabled when the Two-Way SMS Integration process is complete, but can be disabled for non-integrated short codes. Only disable this toggle if you can ensure all messages requiring an action (such as someone unsubscribing) to be responded to quickly.
A short code System Message is the automatic reply to a customer on any list on the Short Code when they reply with a Keywords such as HELP, STOP, or an invalid response to a Data Acquisition request (FAILURE, INVALID REPLY).
Use the arrow to open each message type to view the current setup or edit the messages.
Help: This message is sent if a contact texts help to the short code or other aliases that have been defined and provides ways for the contact to engage with your brand, such as a customer service phone number. Canadian Short Codes also include INFO and AIDE.
CTIA requires that the following information be included in your Help Response message:
Program (brand) name OR product description
Additional customer care contact information
Ex: StyleCo: We're here to help! Please call us at 800-555-1234 or email us at email@example.com. Reply STOP to stop. Msg&data rates may apply.
Stop: This message is sent to subscribers when they respond to any message with the word STOP, END, CANCEL, UNSUBSCRIBE, or QUIT, or any other aliases that have been defined. Canadian Short Codes also include ARRET and ARRÊT. The contact will be moved to Opt-ed Out status.
CTIA requires that the following information be included in your STOP Response message:
Program (brand) name OR product description
Confirmation that no further messages will be delivered
Ex: StyleCo: We'll miss you! You're now unsubscribed and will no longer receive messages to the number you used to opt in.
Failure: This is the message that is sent to subscribers when they respond to any Data Acquisition messages with invalid data more than 3 times.
The CTIA doesn't have any requirements for this message
Ex: StyleCo: We were unable to capture your entry. Please reply HELP for assistance.
Invalid Reply: This is the message that is sent to subscribers when they respond to any Data Acquisition messages and the response is not the expected format and therefore invalid data. For example, if you ask for an email address and somebody replies with 17554, that’s an invalid reply.
The CTIA doesn't have any requirements for this message,
Ex: StyleCo: We're sorry, we didn't understand your last entry. Please try again. Reply with HELP for assistance.
💡 Two Way Invalid Reply: This option will only appear if you enable the SMS Conversations toggle. This message is sent instead of the help message, if the system determines this message should not be automatically be directed to the customer service team (e.g. if the contact does not ask a direct question). The message prompts the contact to reply with the keyword AGENT if they would like to speak with a representative.
Ex: StyleCo: We're sorry, we didn't understand your last entry. Please try again. Reply with AGENT to speak with a representative.
If you make any changes to the short code settings, don't forget to Save Settings. If you have any questions about your SMS program please contact your Account Manager.