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Granicus Insights

Configuring Account Settings

Before creating your organization's account, Granicus will work with you to identify necessary settings. This article covers some of the considerations that will be addressed and also provides instructions for editing your account settings after it has been created.

Editing your Account Settings

  1. Click the grid icon at the top right corner of the page.
  2. Click Settings under your organization's name.
  3. Scroll down to the Settings section of the page.
  4. Make your changes, then click Update Organization.

Organization Name

This is the display name for your organization. It appears in the GovDelivery Interactive Text interface.

Area Codes

Area code settings in GovDelivery Interactive Text are used to determine what phone numbers are assigned to your Polls and Messages. In most cases, you will want your polls and messages to use phone numbers with an area code local to your participants.

Area code settings exist in two places: 

  • Your Organization settings
  • The settings for each Campaign within your Organization

Within your Organization settings, you can set an account-wide default area code for new Polls and Messages. However, you can override this setting for specific Campaigns by specifying a different area code on your Campaign Settings pages.

This means that if you are doing projects across multiple geographic regions, you can ensure that each Campaign uses phone numbers local to its audience.

Long Codes and Short Codes

GovDelivery Interactive Text offers three types of phone numbers: long code, shared short code, and dedicated short code. In general, most local campaigns use long code numbers, while large state and federal campaigns typically choose short codes.

Long Code

A long code is the familiar 10-digit number that you see for phone numbers in the US (e.g. 123-456-7890). Long codes are straightforward to use and require no configuration from a Granicus representative.

By default, GovDelivery Interactive Text automatically assigns a long code number with the area code of your choice to any new Poll or Message created within the platform. Area codes are specified during account set-up.

Choose a long code when you want to:

  • Set up a Poll or Messages immediately. Long codes are automatically assigned in about one minute.
  • Send Polls or Messages to standard volumes of recipients, up to 10,000 per day.
  • Use a phone number with your local area code.

Short Code

Short codes are 5- or 6-digit numbers designed to handle high-volume messaging. Short codes also require additional configuration and up to 16 weeks of lead time. Ask your Granicus representative for more information.

Granicus offers two ways for you to message your audience with a short code: shared and dedicated short codes.

Shared Short Code

Shared short codes are used by multiple Granicus clients, enabling more organizations to take advantage of high-volume sending. To use a shared short code with Inbound polls, participants must text in a designated Startword to begin the correct poll.

Currently, there is no additional cost for using a shared short code.

Shared short codes typically take 3 business days to configure for your account. Ask your Granicus representative for more information.  

Choose a shared short code when you want to:

  • Send time-sensitive messages at very high volumes of texts in a poll (10-30 or more messages per second).
  • Implement quickly, skipping the additional cost and 16-week implementation time for a dedicated short code.

Dedicated Short Code

Dedicated short codes are purchased and configured during the implementation process. They can take up to 16 weeks to enable and incur additional cost. Talk to your Granicus representative for more information.  

Choose a dedicated short code when you want to:

  • Send time-sensitive messages at very high volumes  (30 or more messages per second).
  • Brand your messages with a unique, easy-to-remember number.

Still not sure which one is right for your campaign? Your Granicus representative can help you decide.


When starting a new inbound Poll, a shared short code is a good choice for high-volume sending and a short implementation timeline (about 3 days).

Shared short codes require a unique Startword (different than Keywords) to begin the Poll. These are only required for shared short codes, because Startwords are the trigger that initiates a specific Poll. So while the 5- or 6-digit short code itself is shared between multiple polls, the Startword designated to your Poll ensures participants get to the correct survey.

In the example below, a shared short code has been configured by a Granicus representative, and the Admin will choose the Startword.


Shared short codes require a unique Startword to begin the Poll. While the 5- or 6-digit short code itself is shared between multiple Polls of different Organizations, the Startword designated to your Organization's Poll ensures participants get to the correct survey.

It’s possible that a participant initiates two separate Polls with different Startwords on the same shared short code. Typically, this won’t cause an impact if the participant finishes the first poll before beginning a second.

In the case a participant starts a Poll without finishing and then begins a new Poll, GovDelivery Interactive Text automatically assigns a Fallback phone number. Fallbacks are backup phone numbers that are automatically assigned to a participant if they already have a Poll open.

Because the shared short code is used for multiple Polls, GovDelivery Interactive Text can't definitively match the latest response with a certain Poll if more than one poll is open at once. By default, Fallbacks are long codes.

The Fallback number differentiates the participants poll responses and preserves the integrity of your data collection. In practice, participants won't notice a difference other than the phone number appears differently from the number they texted a Startword to. 

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