Keyword text messaging is a feature of Tivian Communicate XI (CXI) that allows employees to opt-in to communications by texting a unique keyword to a short code. This method is particularly useful for reaching employees who don’t use email or are away from computers. The system generates posters and postcards with keywords, which employees can text to receive links to featured content. The engagement is tracked, and employees can opt-out by replying “STOP” or opt back in with “START”.

Information

What is it?

Keyword text messaging is one of the ways Tivian Communicate XI (CXI) brings your message to employees who don’t use email or are away from their computers. Unlike text messaging, you are not directly sending texts to your employees’ mobile numbers. Instead, your employees are opting in to your communication by following a prompt on a poster or postcard, requesting a text.

How does it work?

CXI-generated posters and postcards include a unique keyword and the CXI short code. When the employee texts this keyword to the short code, they receive an automated response with a link that takes them to the featured content advertised by the poster or postcard.

How the keyword is determined: The keyword is up to 12 characters, including  a prefix and a set of unique characters. The prefix is usually something easy to remember, like the company’s stock ticker symbol. Randomly generated characters follow the prefix, creating a unique trackable keyword.

Leveraging keyword text messaging in other media: You can create a unique trackable SMS keyword for CXI that can be used and tracked on any other media you create, like your company newsletter. Read the Trackable Asset how-to guide for steps.

Measuring engagement: The SMS keyword’s engagement is tracked along with the other linking methods (share link and QR code) on a printed asset. Visit the Results section and look under “Performance” to see how your posters, postcards and/or trackable assets have performed. Look for these icons:

 Poster

Postcard

Trackable Asset

STOP and START

Any employee who receives an automated text message can reply “STOP” and the system will not be able to send them any more text messages. If they have done this then they will not receive any reply. They can reverse this by simply sending the word “START” back to the number (61759) and the service will resume as normal.

FAQ

Can the short code number be changed?

No, the short code number (61759) cannot be changed. It remains the same for all CXI reach materials. If this is an issue, you should contact your GuideSpark team.

Is it possible to change the SMS prefix?

The SMS prefix can only be changed prior to the launch of a campaign. Tivian recommends keeping it consistent, but if the prefix is confusing or easily mistaken, contact your Tivian team to change it before the next campaign.

Are keywords permanent?

Keywords remain associated with a message even if you change its format or certain features. However, if you delete the message, you will lose the keyword. The keyword stays the same even if you change the message subject line or destination, but the SMS response may change.