Notify allows you easily to create templates for messages for your recipients. You can customize messages to encourage your recipient to manage their benefits and increase follow through.
Below we explain how to:
Effective texts will help your message recipients take the steps needed to secure and keep the benefits and services they depend on. To craft an effective text:
When composing a text message, links to websites or online applications can help your recipient respond quickly.
We do not recommend using a third-party link-shortening service because:
Personalizing your content can increase response rates and help the recipient know the text is legitimate.
To personalize with the recipient's first name and include a reference number:
State WIC: Hello ((first name)), your reference is ((ref number)). Please provide this number when you call 555-123-1234 to make an appointment.
Note that variations in the length of personalized content can impact the length of specific messages, and may affect the number of parts used.
{# Add conditional content #}Conditional (or optional) content appears only when a recipient meets certain criteria. This feature allows you to make all or part of the message contingent upon specific criteria associated with the recipient.
State SNAP: Renewal applications are due by March 15. ((under18??Please get your application signed by a parent or guardian.))
State Medicaid: Please call 555-123-1234 to schedule an appointment. ((homebound??Virtual visits are available.))
((English??We’ve identified unauthorized use on your EBT account. Call the phone number on the back of your card to cancel or go to your local CSO for immediate replacement.))((Spanish??Hemos identificado un uso no autorizado en su cuenta EBT. Llame al número de teléfono que aparece en el reverso de su tarjeta para cancelarla o diríjase a su CSO local para que se la sustituyan inmediatamente.))
You can help your recipients identify your texts as legitimate by customizing your messages to clearly state who they are from. Consider using the program or benefit name that is most familiar to your recipients.
To change the text message sender from the default service name:
The easiest and most efficient way to personalize your content is by uploading a spreadsheet. Notify can accommodate many file formats and structures.
Notify can accept files in the following formats: CSV, TSV, ODS, and Microsoft Excel.
If you are sending a message with personalized content, such as the first name of the recipient or the appointment time and location, the names of the column headings have to match the indicator included in the message template.
For example, if the personalized content is the first name of the recipient, and we are using the spreadsheet below, the indicator in the message needs to be ((First name)), not ((firstname)) or ((name)).
If you are sending messages with conditional content, such as content based on the recipient’s preferred language or location, the flag to receive the content needs to be captured in its own column with a Yes or No (Y/N) flag.
| Phone number | First name | Last name | Spanish | English | Date | Time | Location |
|---|---|---|---|---|---|---|---|
| 123-456-7890 | Lulu | Praether | N | Y | November 2, 2023 | 3:25 | 123 Ford Rd. |
| 234-567-8901 | Sela | Appel | Y | N | November 2, 2023 | 4:00 | 123 Ford Rd. |
| 123-456-7890 | Dexter | Moseley | N | Y | November 2, 2023 | 2:00 | 123 Ford Rd. |
Texting fraud is ever prevalent and while we can’t eliminate the risk, we can reduce the chances that recipients will fall victim to fraud.
State Transit Dept: We're piloting a new way to get important reminders to our staff. Save this number to your phone, you'll receive updates from us here.
State Agency: This number is unmonitored. To contact us, call us at 555-123-1234. We will never ask for personal details in a text. If you have questions about how to protect your privacy, see statename.gov/privacy.