Texting Guide for Banking

Banking communication must be timely, accurate, and compliant. Clients expect quick answers and clear next steps. TextUs helps branch teams, lenders, and contact centers coordinate outreach at scale while keeping each message personal and auditable.

How TextUs Fits Banking Workflows

TextUs Campaigns let you reach targeted client lists from your CRM with concise messages that drive action. You can attach PDFs or images for rate sheets, branch maps, or product overviews to remove friction.

Keywords like APPLY, MEETING, or HELP route replies into short Sequences that confirm intent and share next steps.

Replies appear in the Shared Inbox so bankers and support staff can assign ownership and respond with Templates. Integrations log message activity to your CRM so records stay complete and compliant.

You can review deliveries, replies, and clicks in TextUs and export CSVs to connect outreach with booked appointments or completed applications.

What to Set Up First

Integrate your CRM so contacts, lists, and conversations sync automatically. Confirm your texting numbers are registered for 10DLC and keep opt-out handling active so STOP and UNSUBSCRIBE are processed. Align with compliance to define approved message topics and attachment types.

Create Templates for frequent interactions. Prepare versions for appointment confirmations, document requests, rate updates, and renewal notices. Assign Shared Inbox coverage so each message gets a fast, consistent response during business hours.

Build focused segments that match real workflows. Examples include Mortgage Pre-Approval Leads, Business Clients With Reviews Due, and Cardholders With Upcoming Renewals. Keep each segment tied to a single action so the first touch feels relevant.

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 “Mortgage Pre-Approval Leads.” This makes sure your messages reach the right people.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, rates updated today. Want me to text your new payment estimate for [Loan Type]? Reply QUOTE for details.”
3. Attach media: Add a PDF or image when useful, such as a rate sheet or branch map. Attachments help clients act without searching the email.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. Send both to see which gets more replies.
5. Schedule your campaign: Pick a send time during business hours when engagement is highest. Use recurring sends for weekly rate updates or monthly reviews.
6. Create a keyword: Add a keyword such as QUOTE, APPLY, or MEETING and reference it in your message. When a client replies with that word, TextUs will recognize it automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Confirm interest and send a link to the secure form. Step 2: Follow up 48 hours later if there is no response.”
8. Send and monitor: Launch your campaign, track reply rates, and respond quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for your interest. Here is your secure form: [short URL]. Reply HELP if you have a question.”
• Step 2 (reminder): “Checking in. Did you have a chance to complete the form? I can text a short PDF if you want an overview first.”

Segmentation and Personalization Strategy

Segment by lifecycle and product so each text has a clear purpose. Use rules like account tenure, last appointment date, renewal window, product type, and geography. Exclude recent opt-outs and clients who already completed the action you are driving.

Personalize lightly to stay accurate at scale. Use the first name and one context field, such as product type or review due date. Set fallbacks for missing fields so messages never look broken.

Refresh segments on a weekly or daily schedule. Weekly refresh works for rate updates and renewals. Daily refresh supports appointment confirmations and time-sensitive reviews. Clean segments raise reply rates and reduce compliance risk.

Template Library for Banking Scenarios

Use a small library of Templates so teams reply fast while keeping tone and content consistent.

• “Hi {{first_name}}, rates changed today. Want a quick payment estimate for your [Loan Type]? Reply QUOTE.”
• “Reminder for your appointment with [Banker Name] on [Date] at [Time]. Reply CONFIRM or RESCHEDULE.”
• “We received your documents. Reply STATUS for a quick update.”
• “Your card renewal window is coming up. Would you like a summary of options? Reply OPTIONS and I will text a one-page overview.”
• “Hi {{first_name}}, annual account review takes 10 minutes. Would you like me to text available times for this week?”

Review the template performance monthly with compliance. Track reply rates and retire any message that underperforms. Keep each Template tied to one goal and one clear action.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs each week. Join that data to CRM events like appointments kept, applications submitted, and loans funded. Use campaign and variant labels so you can trace results to exact messages.

Track reply-to-appointment and appointment-to-completion ratios by segment and branch. Preserve the message variant and keyword in CRM fields so audits and analysis are straightforward. Include attachment usage so you can see whether rate sheets or maps influence conversions.

Publish a one-page weekly summary. Show delivery rate, reply rate, click rate, and key outcomes. Add a short note on copy, timing, or segment changes so trend lines stay meaningful.

Managing Replies in the Shared Inbox

All client replies arrive in the Shared Inbox for full visibility across teams. The first responder assigns the thread to themselves so the client has a single point of contact. Templates keep answers consistent while one personal line maintains trust.

Use tags and notes to coordinate handoffs. Tag Lending, Small Business, or Support when escalation is needed. Add a short summary before reassigning so the next person has context.

Keep notifications on during business hours so no client waits. Fast responses build trust and reduce drop-off during rate shifts or renewal windows. 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 signals list or registration issues that you should fix before the next batch. Compare A and B openers and keep the higher performer for the following week.

If you included links or attachments, review clicks as an interest signal. Export CSVs and reconcile with appointments and application completions to prove downstream impact. For example, a conversational opener can lift reply rate by 15% compared to a formal tone.

Use these learnings to refine cadence by segment. Midweek afternoons often work for consumer banking, while mornings may work better for business clients. Keep tests small and frequent so insights compound.

Compliance and Deliverability for Banking

Use registered 10DLC numbers to maintain carrier trust. Keep opt-out handling on so STOP and UNSUBSCRIBE are processed automatically. Include a simple line like “Reply STOP to opt out” in your first message.

Do not include sensitive data in SMS. Avoid account numbers, balances, authentication codes, or personally identifiable information. Use secure links to your client portal for any confidential task.

Avoid spam triggers like all caps, multiple links, or emojis. Send within local business hours for each region. Keep attachments lightweight and relevant, such as rate sheets, branch maps, or general brochures.

FAQs About Texting Guide for Banking

Can I attach documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Banking teams often attach rate sheets, branch maps, or product brochures so clients can act without searching their email.

Can I schedule recurring rate updates or review reminders?

Yes. You can schedule and repeat campaigns on weekly or monthly cycles. Many banks automate weekly rate notices and monthly account review prompts to stay consistent.

How do Keywords and Sequences help banking teams?

When clients reply with a keyword like QUOTE, APPLY, or MEETING, TextUs can enroll them automatically in a Sequence. The first step confirms interest and shares a secure link, and a later step checks back if there is no response. This keeps routine follow-ups consistent without manual effort.

How does the Shared Inbox keep branches and advisors aligned?

All replies appear in one place so teams can see context and avoid duplicates. You can assign ownership, use Templates for consistent answers, and add notes before handing off to lending or support. This creates a clear, auditable trail for every conversation.

What metrics should I track to prove value?

Start with delivery, reply, and click rates to measure engagement. Export CSVs and join them to appointments, applications, and funded loans to see conversion impact. A weekly report shows which segments and message styles generate the best outcomes.