Texting Guide for Customer Support Agents

Customer support agents need instant, reliable communication to resolve issues and reassure customers quickly. TextUs helps you manage high-volume support messages, automate follow-ups, and keep every interaction logged and professional.

How TextUs Fits Customer Support Workflows

TextUs Campaigns can send real-time updates, troubleshooting steps, or resolution confirmations. You can attach PDFs or images, such as how-to guides, screenshots, or quick reference cards so customers can solve problems directly from their phones.

Keywords like HELP, FIX, or UPDATE can trigger Sequences that send automated replies or escalate urgent issues.

Replies appear in the Shared Inbox where agents and supervisors can collaborate. Integrations with CRM or helpdesk systems can log all messages automatically, ensuring complete case visibility.

What to Set Up First

Connect your CRM or ticketing system so customer records, case IDs, and conversation history sync both ways. Register 10DLC numbers and make sure opt-out handling is active so STOP and UNSUBSCRIBE processes are handled correctly.

Define segments like “Open Cases,” “Escalations,” and “Resolved Follow-Ups.” Create templates for confirmations, troubleshooting steps, and feedback requests. Assign Shared Inbox coverage by shift and department so no reply goes unanswered.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment such as “Pending Customer Follow-Ups.” This makes sure you reach only open cases.
2. Write your message: Keep it clear and supportive. Example: “Hi {{first_name}}, checking in on your [Issue]. Did the last fix work? Reply YES or HELP if you still need assistance.”
3. Attach media: Add quick guides, screenshots, or step-by-step PDFs. Attachments can reduce handling time.
4. Set up an A/B test: Try different phrasing or tones to see which one drives faster replies.
5. Schedule your campaign: Send during customers’ local hours. Set follow-ups 24 hours later if no response.
6. Create a keyword: Add a keyword such as HELP, FIX, or DONE and mention it in your message. TextUs captures replies automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. Example: “Step 1: Confirm status. Step 2: Send satisfaction or escalation follow-up.”
8. Send and monitor: Launch your campaign, watch replies, and assign owners for faster resolution.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming, {{first_name}}. Glad the issue is fixed. Want to share feedback? Reply RATE.”
• Step 2 (reminder): “Just checking—did the solution work for your [Issue]? Reply HELP if you still need assistance.”

Segmentation and Personalization Strategy

Segment customers by issue type, support tier, or case stage. Useful segments include Active Tickets, Follow-Up Needed, Escalations, and VIP Accounts. Exclude closed or inactive cases.

Personalize with name and case details. Example: “Hi {{first_name}}, we’re reviewing your [Case ID #12345]. Expect an update by [Date]. Reply HELP for more info.” Keep personalization short and relevant to improve engagement.

Refresh segments daily so your campaign stays aligned with live case activity.

Template Library for Customer Support Scenarios

Keep a focused set of templates that match recurring support situations. One request per message and one clear action.

• “Hi {{first_name}}, your case [#ID] is updated. Want to review the latest steps? Reply INFO.”
• “We’re still waiting for confirmation—did the issue get resolved? Reply YES or HELP.”
• “Your ticket is now closed. Want to rate your experience? Reply RATE.”
• “We released a fix for your [Product]. Want the guide? Reply FIX.”
• “Need help installing the update? Reply SETUP and I’ll send a step-by-step card.”

Review the template performance monthly with compliance. Retire old templates and keep tone consistent across agents.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Combine the data with your CRM or helpdesk reports for ticket resolution times and satisfaction scores. Keep campaign names and keywords consistent for analysis.

Track time-to-reply, resolution rate, and follow-up engagement. Compare message tone and timing to identify the best performers. Share metrics weekly to show improvement in response speed and satisfaction.

Escalation and Satisfaction Strategy

Use TextUs to manage escalation workflows. When a customer replies HELP, route it to a supervisor automatically. Send a quick follow-up confirming escalation, including estimated response time.

After resolution, send a satisfaction check within 24 hours. Example: “Hi {{first_name}}, was your issue resolved to your satisfaction? Reply YES or RATE for feedback.” This keeps the loop closed and builds customer trust.

Use SMS sparingly for sensitive topics. Keep the tone clear, respectful, and supportive.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox so support, QA, and management share visibility. The first responder assigns ownership for accountability. Templates make responses consistent while still leaving room for empathy.

Use tags like Open, Escalation, Resolved, or Feedback to stay organized. Add notes before transferring the thread to another team or shift. Keep alerts active during business hours to ensure fast responses.

Compliance and Deliverability for Customer Support Agents

Use registered 10DLC numbers for all customer communication. Keep opt-out handling on so STOP and UNSUBSCRIBE process automatically. Include “Reply STOP to opt out” in your first message.

Avoid long messages or heavy punctuation. Keep one clear action per text and keep attachments lightweight. Send messages during local business hours to respect time zones.

FAQs About Texting Guide for Customer Support Agents

Can I attach troubleshooting guides or screenshots?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one messages. Many agents attach short setup guides or visual steps to help customers resolve issues faster.

Can I automate follow-ups after support cases close?

Yes. You can link keywords like DONE or RATE to Sequences that send automatic follow-up or satisfaction messages.

How can I track support metrics with TextUs?

Export TextUs data for deliveries, replies, and clicks, then match it with CRM or ticket resolution metrics to measure response speed and satisfaction.

Can supervisors monitor all support messages?

Yes. The Shared Inbox lets managers oversee all replies, tag threads, and reassign cases for faster handling.

What’s the best send frequency for support texts?

Limit to one message per open case per day, unless urgent. Respect local hours and confirm opt-out status for all customers.