Texting Guide for Automotive

Automotive sales and service thrive on timely, direct communication. Prospects want quick answers about inventory and pricing, and service customers expect clear updates and reminders. TextUs helps dealership sales, BDC, and service teams reach people fast, confirm intent, and keep every thread organized.

How TextUs Fits Automotive Workflows

TextUs Campaigns let you text targeted lists from your CRM or DMS with short, action-oriented messages. You can attach PDFs or images for vehicle spec sheets, service estimates, or appointment maps so customers can decide without leaving the thread.

Keywords like TEST, SERVICE, or TRADE route replies into brief Sequences that confirm interest and share the next step automatically.

All replies appear in the Shared Inbox so sales and service teams can assign owners and respond with Templates. Integrations keep contacts and conversations synced to your system of record for clean reporting.

You can monitor deliveries, replies, and clicks in TextUs, then export CSVs to connect messages with test drives, ROs opened, and deals closed.

What to Set Up First

Connect your CRM or DMS so contacts, segments, and message activity sync in both directions. Confirm your texting numbers are registered for 10DLC and keep opt-out handling on so STOP and UNSUBSCRIBE are honored automatically.

Align on approved topics and quiet hours for sales, service, and parts.

Create Templates for your most common motions. Prepare versions for new lead outreach, test drive confirmation, service reminders, and recall notices. Assign Shared Inbox coverage so BDC and advisors have clear ownership by hours and stores.

Segment lists around real intent. Useful groups include New Web Leads, Hot In-Market Prospects, Service Due This Week, Recall-Eligible VINs, and Lease-Ending in 90 Days. Smaller, precise audiences raise reply rates and reduce noise.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your CRM, such as “In-Market SUV Leads.” This ensures your message reaches active prospects.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, the [Model] you viewed is available today. Want me to text a walkaround video or set a quick test drive? Reply TEST for times.”
3. Attach media: Add a spec sheet, payment example, or service estimate when helpful. Visuals reduce back-and-forth and speed decisions.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. Keep the rest identical to learn what drives replies.
5. Schedule your campaign: Send during high-response windows, such as early evening for sales or mid-morning for service. Use recurrence for weekly service-due reminders.
6. Create a keyword: Add a keyword such as TEST, SERVICE, or TRADE and reference it in your message. TextUs will recognize the reply and route it.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Confirm interest and send booking link. Step 2: Follow up 24 hours later if no response.”
8. Send and monitor: Launch your campaign, track replies, and handle scheduling quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for your interest. Here is the booking link for your test drive: [short URL]. Text a preferred time if you like.”
• Step 2 (reminder): “Quick check-in. Do you still want to see the [Model] this week? I can reserve a slot and text directions.”

Segmentation and Personalization Strategy

Segment by lifecycle and intent so each text serves one clear purpose. Examples include Lead Created in 24 Hours, Viewed Model But No Visit, Past Customers for Trade Evaluation, and Service Overdue 7 Days. Exclude recent opt-outs and completed actions to keep targeting clean.

Personalize lightly to keep accuracy high. First name plus one contextual field is enough, such as model, appointment date, or store location. Set fallbacks for missing fields so no message looks broken.

Refresh segments on a schedule that matches operations. Hourly refresh helps BDC teams react to new leads. Daily refresh works for service reminders, recall campaigns, and lease-end outreach.

Template Library for Automotive Scenarios

Keep a small library of Templates that cover your highest-volume moments. Each Template should have one goal and one action.

• “Hi {{first_name}}, the [Model] you asked about is on the lot today. Want a short video or a test drive time? Reply TEST for options.”
• “Hi {{first_name}}, your vehicle is due for service. I can text an estimate and available times for this week. Reply SERVICE to book.”
• “Quick one. Your lease ends in [Month]. Want me to text upgrade options and a payment example? Reply TRADE for details.”
• “Reminder for your test drive at [Store] on [Date] at [Time]. Reply CONFIRM or RESCHEDULE.”
• “Recall notice for your [Year Make Model]. I can text the details and schedule a no-cost appointment. Reply INFO to proceed.”

Review the template performance monthly with compliance. Retire low performers and keep notes on tone, timing, and offers that lift replies. Use attachments only when they reduce friction.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data to CRM metrics such as appointments set, shows, and sold. For service, map to ROs opened, approved lines, and hours billed.

Preserve campaign, segment, keyword, and variant fields in your reports. This enables cohort analysis across models, stores, and offers. Label campaigns clearly, for example, “Q2_SUV_TestDrive_A” or “Service_Due_Wk18_B.”

Share a one-page weekly summary with delivery rate, reply rate, appointment rate, and show rate. Add short notes about copy or timing changes so trend lines remain meaningful.

Managing Replies in the Shared Inbox

All replies land in the Shared Inbox for full visibility. The first rep to respond assigns the thread to themselves so the customer has one point of contact. Templates speed up routine answers, and a personal line keeps the tone human.

Use tags to simplify handoffs. Common tags include Test Drive, Service, Recall, Finance, and Trade. Add a brief note before forwarding to finance or service so context stays intact.

Keep notifications on during business hours and heavy shopping periods. Fast responses protect set rates and reduce no-shows. Clear ownership prevents duplicate outreach and mixed instructions.

Tracking Results and Improving Performance

Check delivery and replies a few hours after each send. Delivery below 95 percent usually indicates a list or registration issue that you should fix before the next batch. Compare A and B versions and keep the stronger performer for the next cycle.

If your text included a video or booking link, review click activity as a readiness signal. Export CSVs and reconcile with appointments created, shows, and sold to prove impact. For example, conversational openers often lift reply rates by 15% compared to formal scripts.

Use insights to tune cadence by motion. New leads benefit from faster follow-up, while recall and lease-end messages work best with weekly reminders. Keep tests small and consistent so improvements compound.

Compliance and Deliverability for Automotive

Use registered 10DLC numbers for all dealership and service messaging. Keep opt-out handling on, so STOP and UNSUBSCRIBE are processed automatically. Include a short line in the first message, such as “Reply STOP to opt out.”

Avoid spam triggers by limiting links, punctuation, and all caps. Do not include sensitive personal or financing details in SMS. Use secure links to portals for payments, credit pulls, and signatures.

Keep attachments lightweight and relevant, such as spec sheets, estimate PDFs, or map images. Send within local hours and match cadence to the journey so messages feel helpful, not intrusive.

FAQs About Texting Guide for Automotive

Can I attach documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Automotive teams often attach spec sheets, estimate PDFs, and map images to speed decisions.

Can I schedule recurring service or recall reminders?

Yes. You can schedule and repeat campaigns on daily, weekly, or monthly cycles. Many stores automate service-due reminders, recall notices, and lease-end outreach.

How do Keywords and Sequences help with scheduling?

When a customer replies with a keyword like TEST or SERVICE, TextUs can enroll them automatically in a Sequence. The first step confirms interest and shares a link, and a later step checks back if there is no response.

How does the Shared Inbox keep sales and service aligned?

All replies appear in one place so BDC, advisors, and managers can coordinate. You can assign ownership, tag threads by intent, and use Templates for consistent answers. Notes make handoffs to finance or service straightforward.

What metrics should I track to measure impact?

Start with delivery, reply, and click rates. Export TextUs data and match it to appointments set, shows, ROs opened, and sold. Weekly reviews help you refine timing, tone, and audience segments.