Campaigns
A campaign is a messaging program: what you send, and why the people receiving it are entitled to hear from you. "Patient appointment reminders" is a campaign. It is registered against a brand, and it is the thing a carrier actually reads before deciding whether your messages get delivered.
The Campaigns view of a business lists the campaigns registered under its brands, each with its use case and its own status.
You do not create a campaign from scratch
A campaign is created for you as part of brand registration. What you shape by hand is its content — the description, the samples, the consent wording, the evidence. All of that lives on the brand's Consent tab, and Set up campaign takes you straight there.
Today each brand carries one campaign. If a campaign row is missing from the list, the brand it would hang off either does not exist yet or has not got far enough into registration.
Why consent is the centre of all this
Every other field on this page exists to support one claim: the people we are texting agreed to be texted. That is the claim carriers audit, and it is the claim complaints get measured against.
So a campaign is not a description of your software. It is a description of a relationship — who these recipients are, how they said yes, what they were told when they said it, and how they can stop. If you can describe that honestly, the fields fill themselves in. If you cannot, no amount of wording will make the campaign pass, and it should not.
The Consent tab, card by card
SMS consent text
| Field | Why it matters |
|---|---|
| Opt-in checkbox label | The exact line a person ticks to agree to texts. It is quoted verbatim in what you submit to the registry, so it has to be the real line on your real form. |
| Disclosure | The small print shown beneath the checkbox: that texts are optional, roughly how often they come, that message and data rates may apply, and how to stop. Carriers expect all four. |
These two are written once and reused: the same wording renders on your live enrollment form and in the record reviewers read. That is deliberate — a consent line that says one thing to the patient and another to the reviewer is the exact discrepancy an audit looks for.
Campaign copy
| Field | Why it matters |
|---|---|
| Use case | Which category of messaging this is. Fixed when the campaign is created — changing it later means deleting and recreating the campaign, which restarts full carrier vetting. Choose deliberately. |
| Campaign description | What this program is, in plain words. A reviewer reads it first. |
| Sample messages | Two to five real examples, one per line. They must resemble what you actually send — a reviewer compares them against your description and your opt-in story. |
| Opt-in description | How subscribers opt in, start to finish. This is the single most-rejected field. It must describe something a reviewer can verify by opening your evidence link. |
The use-case list is restricted to what your brand is actually eligible for, which the registry can only answer once the brand is approved. Before then the picker shows everything we support, with a note saying eligibility is confirmed at submission. That is the ordinary mid-registration state, not an error.
Every field here ships with a default written for healthcare care coordination. Defaults are a starting point, not a shortcut: inaccurate copy is a rejection risk, not a wording preference. Editing a field pins an override for this brand, and Use default puts it back.
Keyword auto-replies
| Field | Why it matters |
|---|---|
| Opt-in reply (START) | Sent when someone subscribes. |
| Opt-out reply (STOP) | Sent when someone unsubscribes. Carriers require this. |
| Help reply (HELP) | Sent when someone texts HELP. Carriers require this. |
STOP and HELP are not optional courtesies. They are the recipient's guaranteed way out and guaranteed way to find out who you are, and a program without working replies to both is not a compliant program. Keep the HELP reply useful: name the business and give a real way to reach a human.
Compliance links
| Field | Why it matters |
|---|---|
| Opt-in evidence URL | A public page proving how people opt in — typically your real sign-up or notification-settings page. It must open without a login. A reviewer who cannot see it will reject the campaign. Leave it empty to use the hosted evidence page instead. |
| Privacy policy URL | Where recipients can read how their data is handled. |
| Terms URL | Where recipients can read the terms they agreed to. |
| Age-gated content | Tick only if the messages genuinely contain age-restricted content. |
The login point is worth repeating because it is such a common miss. Your enrollment form may sit behind a patient portal, which is fine for patients and useless for a reviewer. The evidence link has to be a page anyone can open.
Live preview
The preview card shows what you are building: the checkbox as it will render on the enrollment form, the opt-in description exactly as it will be submitted, and a link to the public evidence page. It updates as you type, and tells you when you need to save for the submitted-text preview to catch up.
If you have set a custom opt-in description, the preview says so — because in that case your override, not the checkbox label above it, is what gets submitted. That is the one place where two fields that look related are not.
The Enrollment tab
The Enrollment tab is where the opt-in surface itself lives — the published form patients actually use.
You can create an enrollment site in one step and have it linked to this brand automatically, or link an existing one. Once linked, the live form renders the consent text from the Consent tab, so the wording a patient agrees to and the wording a reviewer reads are the same words by construction.
The tab also gives you the brand's enrollment link to share, and a way to generate a single-use link for one individual. Individual links expire quickly and should not be stored or forwarded; the shareable brand link carries no personal token at all.
Linking a real enrollment site is the cleanest way to satisfy the opt-in evidence step, because it produces a genuine, publicly viewable opt-in surface rather than a description of one.
Getting the campaign submitted
The campaign is submitted when you approve its sample messages — the Campaign registration step on the Status page.
Approval is blocked until opt-in evidence exists, and the dialog says so — with a link straight to the brand's enrollment tab, so you do not have to hunt for the page. That is not the app being cautious: submitting a campaign whose evidence link a reviewer cannot open is submitting into a rejection.
After submission, expect days, occasionally weeks. If the campaign is rejected, the fix is almost always in the same two places: make the opt-in description match reality, and make the evidence link show that reality. Update both, then retry the registration.
One campaign, one purpose
Keep a campaign to a single kind of message. Appointment reminders and marketing are not the same program: recipients consented to them differently, carriers weigh them differently, and complaints against one contaminate the other. If you find yourself writing a description that says "and also", that is the signal you are describing two programs.
Since a brand carries one campaign today, that means being clear about which program this brand is for — and not quietly widening it later by editing the copy after approval.
Tips
- Write the opt-in description by walking through your real sign-up flow and narrating it. If you cannot narrate it, the flow is the problem, not the wording.
- Open your evidence URL in a private browser window before you submit. If it asks you to log in, a reviewer sees the same thing.
- Make the samples real. Copy actual message text from your workflows rather than writing idealized examples.
- Use the brand-review wait to finish this whole page. It is free time you only get once.
Related
- Brands — the name a campaign registers under.
- Business Registration — the checklist steps this page feeds.
- Sites — the published pages an enrollment form lives on.
- Phone & Voice — enabling sending on a number once the campaign is verified.