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Granicus Insights

Creating a Campaign

This article covers how to access your campaign settings and provides information on your settings options.

To create or edit a campaign

  1. Click Dashboard in the top navigation menu of GovDelivery Interactive Text.
  2. At the bottom of the campaigns list, click the New Campaign button.

Campaign Settings

Each Campaign has four settings, which are specific to that Campaign. When you first create a campaign, you will be taken to the Edit Campaign page. An existing Campaign's settings can be accessed from the Edit Campaign link at the top right of the Campaign Dashboard.


You can take notes about the Campaign in this field. These notes can only be seen by logged-in members of your Organization, and are never displayed to the public.

Informational Message

This message is added to the first outgoing poll or message sent to any participant who has not received an outgoing poll or message from you before. By default, this is set to:

"Hi from [Organization name]. Reply QUIT to unsubscribe."

You can customize this message, but you MUST include the instruction that users can reply QUIT anytime to unsubscribe from your Campaign.

If you will be conducting polls in multiple languages, be sure to compose your desired informational message in all the languages you'll be using. To edit the info message for each language, select that language from the drop-down menu.

Activity Webhook

You can send real-time activity alerts from your GovDelivery Interactive Text Campaign to any external service by using the Activity Web Hook. You can find it in your Campaign Settings. For example, you can use the the Activity Web Hook to:

  • Generate an email with information from each response (see Clean Air Council)
  • Add an entry to a database each time someone texts or calls
  • Display a running feed of recent responses on your project website

Activity updates are sent as JSON POST requests. For more information on setting up the Activity Web Hook, consult our API documentation or contact us.

See our API (Application Programmer Interface) for more info. By default, this field should be left blank.

Area Code (campaign-wide)

Here, you can specify the area code for phone numbers assigned to Polls and Messages within this Campaign. If left blank, your Organization-wide area code setting will be used. For more information, see Area Codes.

Campaign Phone Number

By default, every Campaign in GovDelivery Interactive Text has its own Campaign Phone Number. This number is assigned to outbound Polls and Messages sent to uploaded Groups of Participants.

In Campaigns with a mix of uploaded and text-in Participants, GovDelivery Interactive Text has an automatic process to decide which phone number each participant will receive outbound Polls or Messages from. This process is seamless and no configuration is required. However, if you are curious or want to make sure what you are seeing is expected behavior, here's an explanation.

Phone Number Assignment

In short, phone numbers are assigned per participant, per group.

Any Campaign in GovDelivery Interactive Text with active or previously-active Polls or Messages will have at least one phone number. By default, each campaign has its own Campaign Phone Number, which is hidden from view. If there are no inbound polls within the Campaign, all outbound polls and messages will be sent from this number. In addition, a Campaign will have all phone numbers belonging to inbound Polls within it (these are visible on the respective Poll Dashboards).

Which number is used when you send a new outbound Poll or Message to a participant depends on which Group the Poll or Message is being sent to, and how each participant in that Group became a member.

  • If a Participant was added to the group via CSV upload or by manually adding his/her phone number (e.g. while testing a poll), that participant will receive messages sent to that Group via the Campaign Phone Number. This ensures that that participant can still text into any of your outbound polls later.
  • If they were added to the Group through filtering from past survey responses, texts sent to them via that Group would come from the phone number belonging to the Poll you added them from.


Keywords trigger certain actions if a participant texts them in anytime during the message flow. To view or edit keywords, click Keywords at the left of any Campaign Dashboard.

Reserved Keywords

The following Reserved Keywords are always enabled and cannot be changed, in accordance with industry standards. They allow participants to unsubscribe, resubscribe, or request info.

  • STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT unsubscribe a user from a Campaign.
  • START and YES re-subscribe the user from a Campaign if they have previously unsubscribed. If the person texting START or YES is already subscribed, or is a new participant, their text will be treated as a normal response. For this reason, you can use YES or START as a keyword for an inbound campaign.
  • HELP and INFO trigger a standard reply: "Reply STOP to unsubscribe. Msg&Data Rates May Apply." To prevent unwanted behavior, never instruct users to text HELP or INFO to one of your polls as a response to a question. The reply message cannot be changed for long code (standard) phone numbers, but can be customized for short code numbers. More information on long vs. short code numbers in Long Codes and Short Codes.

Do not use reserved keywords STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, HELP, or INFO as prompts to initiate a campaign. For example, instructing users to "Text HELP to [number] for help with your loans" will trigger the standard reply above rather than beginning a poll.

Note: Keywords are only triggered when the keyword is the ONLY word in a response, with no other words or characters. For example, the keyword STOP would not be triggered if someone texted "Stop signs at dangerous intersections."

Spanish Reserved Keywords

ALTO (stop), INICIO (start), and AUXILIO are reserved as Spanish equivalents of the above English keywords. These words also cannot be used to initiate an inbound poll. 

Custom Keywords

You can create Custom Keywords for your project's unique needs. For example:

  • A custom keyword MEETING that triggers an automatic response with the date, time, and location of your next meeting. 
  • If you offered a text-in tip line for troubleshooting a problem, the keyword SOLVED would end the series of tips and send a concluding text.


When creating a Custom Keyword, you can also specify alternates for that keyword. These could include related words (e.g. MEETING and EVENT), abbreviations (e.g. MTG), or common misspellings.

The following actions can be triggered by a Custom Keyword:

  1. Custom Reply: The participant will receive a message in response to the keyword. If they reply, their response will be counted as a reply to the last message or question they received before texting in a keyword.
  2. Stop Poll: If the participant texts in the keyword while they are in the middle of a Poll, the Poll will end for that participant.

You can combine actions: for example, if someone texts SOLVED, you stop the poll they are in and text them "Glad you got it sorted out! Call us if you have further issues: 123-456-7890"

Campaign FAQs

Q. How is my campaign phone number determined?

By default, every Campaign in GovDelivery Interactive Text has its own Campaign Phone Number. This number is assigned to outbound Polls and Messages sent to uploaded Groups of participants. Currently, there is no way to see the Campaign Phone Number within your Campaign Dashboard.

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