Texting Guide for Cleaning Services

Cleaning services win on predictable schedules, clear access instructions, and fast confirmations. Clients want simple booking, timely reminders, and quick updates if plans change. TextUs helps office staff, dispatchers, and crews coordinate with short, useful SMS that keeps every job on track.

How TextUs Fits Cleaning Services Workflows

TextUs Campaigns let you reach targeted lists from your CRM or scheduling tool with concise messages that drive one action. You can attach PDFs or images such as prep checklists, service one-pagers, access maps, and insurance certificates so clients can act without opening an email.

Keywords like BOOK, CONFIRM, RESCHEDULE, or PAY route replies into Sequences that send the next step automatically.

Replies appear in the Shared Inbox where coordinators assign owners and respond with templates. Integrations keep contact records and message history synced to your system of record for accurate reporting.

Inside TextUs, you can view deliveries, replies, and clicks, then export CSVs to connect texting with booked jobs, completed visits, and paid invoices.

What to Set Up First

Connect your CRM or field service platform so contacts, segments, and conversations sync in both directions. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE are processed automatically.

Align with compliance on approved topics, quiet hours, and which documents you attach.

Create Templates for high-volume moments. Prepare versions for estimate requests, booking confirmations, prep instructions, day-before reminders, arrival notifications, upsell offers, and invoice follow-ups.

Assign Shared Inbox coverage by shift so someone always owns replies during business hours.

Build segments that match your operations. Examples include New Leads Last 7 Days, Estimates This Week, Bookings Tomorrow, Move-Out Cleans, Recurring Clients, and Past Due Invoices. Smaller, purpose-built lists keep each first touch relevant and reduce message fatigue.

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 “Bookings Tomorrow.” This makes sure your messages reach the right clients.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, reminder for your cleaning at [Address] on [Date] between [Window]. Reply CONFIRM to keep or RESCHEDULE for options.”
3. Attach media: Add a PDF or image when helpful, such as a prep checklist, access map, or insurance one-pager. Attachments reduce questions on the day of service.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. Compare reply rates to pick the winner.
5. Schedule your campaign: Send a 24-hour reminder and a same-day window reminder. Use recurrence for weekly or bi-weekly clients.
6. Create a keyword: Add a keyword such as CONFIRM, RESCHEDULE, or PAY and reference it in your message. TextUs will recognize the reply automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Confirm appointment or send a reschedule link. Step 2: Follow up 2 hours later if there is no response.”
8. Send and monitor: Launch your campaign, watch confirmations and exceptions, and move edge cases to an owner in the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming your appointment. We will text you when the crew is en route.”
• Step 1 (auto-reply - reschedule): “No problem. Use this link to choose a new time: [short URL].”
• Step 2 (reminder): “We still need a confirmation for your cleaning today at [Time]. Reply CONFIRM to keep or RESCHEDULE for options.”

Segmentation and Personalization Strategy

Segment by timing, job type, and client status so each message has one clear purpose. Useful dimensions include appointment date, property type, plan frequency, and add-ons like oven or carpet cleaning. Exclude recent opt-outs, canceled jobs, and clients who already confirmed.

Personalize lightly to keep accuracy high. First name and one context field is usually enough, such as service window or property type. Set fallbacks for missing fields so no message looks broken.

Refresh segments daily for upcoming jobs and weekly for recurring plan outreach. Hourly refresh helps on busy days with late bookings or weather changes. Clean segments raise reply rates and reduce manual triage.

Template Library for Cleaning Services Scenarios

Create a small library your team can send without rewriting. Keep tone friendly and direct, with one goal per message.

• “Hi {{first_name}}, confirming your cleaning at [Address] on [Date] between [Window]. Reply CONFIRM or RESCHEDULE.”
• “Before we arrive, please secure pets and clear counters. Reply READY when done and we will text an ETA.”
• “Crew is en route to [Address]. Estimated arrival: [Time]. Reply GATE if we need codes or instructions.”
• “Your invoice for today’s cleaning is ready. Reply PAY for a secure link or INFO if you have a question.”
• “We have an opening this afternoon at [Time]. Want to grab it? Reply BOOK and I will hold the slot.”

Review the template performance monthly with compliance. Retire low performers and note which variants improve confirmations or payments. Keep attachments small so they open quickly on mobile.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with CRM or scheduling metrics such as confirmations, jobs completed, upsells accepted, and invoices paid. Preserve campaign name, segment, keyword, and variant fields so you can run cohort analysis.

Track reply-to-confirmation and confirmation-to-completion rates by service type and team. Include attachment and link usage to see whether checklists, maps, or payment links improve outcomes. Maintain a short change log that records send time, copy decisions, and audience notes.

Publish a one-page weekly summary. Show delivery rate, reply rate, confirmation rate, and paid-invoice rate. Add two or three insights on timing, tone, and attachment impact so the team can repeat what works.

Route Planning, Crew Coordination, and Same-Day Changes

Use TextUs to keep field execution smooth. Send en route notices, gate code requests, and parking details so crews enter quickly without phone tag. Short confirmations prevent idle time and repeat trips.

For weather or staffing changes, broadcast targeted alerts only to affected clients. Include a quick option to reschedule and a link to available windows. Confirm receipt with a simple OK or ACK keyword so coverage is auditable.

Coordinate supplies and specialty add-ons with a brief pre-arrival prompt. Example: “Hi {{first_name}}, do you want to add fridge clean for today for $[amount]? Reply YES and we will include it.”

Managing Replies in the Shared Inbox

All replies land in the Shared Inbox for visibility across office staff and dispatch. The first responder assigns the thread to themselves so the client has one point of contact. Templates speed routine answers while one personal line maintains trust.

Use tags like Confirmed, Reschedule, Access, Upsell, and Payment to organize threads. Add a brief note before forwarding to a crew lead or billing so context is preserved. If a client goes quiet, move them into a short re-engagement Sequence that offers one clear option.

Keep notifications on during operating hours. Fast replies reduce cancellations and gaps in the schedule. Clear ownership prevents duplicate outreach and mixed instructions.

Tracking Results and Improving Performance

Check delivery and reply rates a few hours after each send. Delivery under 95 percent usually signals list hygiene or registration issues that you should fix before the next batch. Compare A and B versions and keep the stronger performer for the next cycle.

If your message included a link or attachment, review click rates to gauge readiness. Export CSVs and reconcile with completions, upsells, and payments to prove impact. For example, moving the reminder to 3 hours before start often lifts confirmations by 15%.

Use these insights to tune cadence by plan type. Weekly clients benefit from a single reminder, while move-out cleans perform better with a 48-hour confirm plus a morning-of note. Keep tests small and frequent so learning compounds.

Compliance and Deliverability for Cleaning Services

Use registered 10DLC numbers for all business 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 payment details in SMS. Use secure links for deposits, invoices, and signatures.

Keep attachments lightweight and relevant. Prep checklists, access maps, and insurance one-pagers should open quickly on mobile. Send within local hours and match cadence to the service flow so messages feel helpful.

FAQs About Texting Guide for Cleaning Services

Can I attach documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Cleaning teams often attach prep checklists, access maps, and insurance one-pagers so clients can act without calling.

Can I automate reminders or rescheduling prompts?

Yes. You can schedule and repeat campaigns or connect Keywords and Sequences to automate these flows. Many teams send a 24-hour reminder, a same-day window reminder, and a reschedule option when needed.

How do Keywords and Sequences reduce manual work?

When clients reply with a keyword like CONFIRM, RESCHEDULE, or PAY, TextUs can enroll them in a Sequence. The first step confirms the action or sends a link, and the follow-up checks back later if there is no response.

How does the Shared Inbox keep teams aligned?

All replies appear in one shared view so coordinators and crews see the same context. You can assign owners, use templates for consistent answers, and add notes for handoffs to field leads or billing.

What metrics should I track to measure impact?

Start with delivery, reply, and confirmation rates. Export TextUs data and join it with completions, upsells, and paid invoices. Weekly reviews help refine timing, tone, and audience segments.