Texting Guide for Delivery Notifications

Delivery notifications help customers stay informed about their orders and reduce last-minute support calls. A quick text confirming progress or completion builds trust and prevents missed deliveries. TextUs allows you to automate clear, on-time messages that keep customers updated through every stage.

How TextUs Fits Delivery Notification Workflows

TextUs Campaigns can send automatic delivery messages using data from your CRM, ERP, or logistics platform. You can attach PDFs or images such as delivery receipts, photos, or instructions so customers have everything they need.

Keywords like TRACK, STATUS, or HELP can enroll contacts in Sequences that send real-time updates or connect them to support.

Replies appear in the Shared Inbox, where fulfillment and support teams can assign owners and respond using templates. Integrations can sync order data and message history to your system of record, so updates stay accurate.

You can view deliveries, replies, and clicks, then export CSVs to analyze communication and completion rates.

What to Set Up First

Connect your CRM, ERP, or logistics platform so shipping data and contact information can sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically.

Define delivery stages to trigger notifications, such as out for delivery, delivered, and confirmation follow-up.

Create templates for key moments: out-for-delivery alerts, delivery confirmations, signature requests, and delay updates. Assign Shared Inbox coverage for peak hours so replies receive prompt attention. Build segments like Out for Delivery, Delivered Today, and Delivery Delayed for better targeting.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment such as “Out for Delivery.” This can make sure updates reach the right customers.
   
   
2. Write your message: Keep it short and clear. Example: “Hi {{first_name}}, your order [#] is out for delivery today. Reply TRACK for updates or HELP with a question.”
3. Attach media: Add a delivery photo, signature form, or receipt when needed. Visuals can reduce support requests.
4. Set up an A/B test: Try different wording for delivery updates and compare reply rates. Keep the version that earns faster confirmations.
5. Schedule your campaign: Send messages at key milestones: when a package leaves the warehouse, goes out for delivery, and is confirmed delivered.
6. Create a keyword: Add a keyword such as TRACK or STATUS and reference it in your message. TextUs can recognize and respond automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send tracking link. Step 2: Follow up 24 hours later with a delivery confirmation.”
8. Send and monitor: Launch your campaign, review replies, and handle exceptions quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Here’s your tracking link: [short URL]. We’ll text again once it’s delivered.”
• Step 2 (confirmation): “Your order [#] shows as delivered. Everything arrive safely?”

Segmentation and Personalization Strategy

Segment customers by delivery stage, location, or shipping method. Useful dimensions include product type, carrier, and delivery time. Exclude cancelled or completed orders to avoid redundant notifications.

Personalize messages with first name and relevant details like order number or product. Example: “Hi {{first_name}}, your [Product] is out for delivery with [Carrier]. Reply TRACK for updates.” Use fallback values to avoid blank fields.

Refresh segments frequently, at least every few hours, for active deliveries. Timely updates can prevent confusion and reduce duplicate outreach.

Template Library for Delivery Notification Scenarios

Keep a small, reusable set of templates for each delivery stage. Each should focus on one update and one clear action.

• “Hi {{first_name}}, your order [#] is out for delivery today. Reply TRACK for your link.”
• “Good news! Your [Product] has been delivered. Need a receipt? Reply RECEIPT.”
• “Your order [#] was delayed due to weather. Want the new delivery estimate? Reply STATUS.”
• “Your package requires a signature today between [Time Window]. Will someone be available?”
• “We confirmed delivery for order [#]. Need to report an issue? Reply HELP.”

Review the template performance monthly with compliance. Retire low-performing versions, refine tone, and keep files small so images load quickly on mobile.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Combine that data with fulfillment metrics such as on-time delivery, exceptions resolved, and repeat delivery attempts. Keep campaign name, segment, keyword, and send time consistent for accurate reporting.

Track reply-to-resolution and click-to-confirmation rates. Identify which updates reduce missed deliveries or support tickets. Publish a one-page summary showing delivery rate, reply rate, and exception resolution time.

Exception Handling and Proof of Delivery

Set clear steps for exceptions such as address issues, weather delays, or failed attempts. A short message with one clear next step works best. Use HELP as a keyword to route questions or reschedules directly to your support team.

Offer a proof-of-delivery confirmation when possible. A photo or timestamped confirmation builds trust and reduces disputes. If a customer reports an issue, escalate immediately through the Shared Inbox for resolution.

Always keep private information secure. Use links for payment or verification requests rather than including details in text.

Managing Replies in the Shared Inbox

All delivery replies appear in the Shared Inbox so teams can see the full context. The first responder assigns the thread to themselves so ownership stays clear. Templates can ensure consistent responses while still allowing personal touches.

Use tags such as Out for Delivery, Delivered, Exception, and Delay to organize threads. Add a short note when forwarding to logistics or support so context is not lost. Keep notifications on during local delivery hours for timely responses.

Compliance and Deliverability for Delivery Notifications

Use registered 10DLC numbers for all delivery traffic. Keep opt-out handling on so STOP and UNSUBSCRIBE can process automatically. Always include a short line like “Reply STOP to opt out” in your first message.

Avoid sending sensitive or payment-related details in SMS. Use secure links for receipts or confirmations. Keep attachments small, relevant, and clear.

Send messages during local delivery hours and at logical milestones to avoid over-communication. One confirmation per stage is enough to build trust and reduce noise.

FAQs About Texting Guide for Delivery Notifications

Can I attach receipts or photos to my delivery messages?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one messages. Many teams include delivery photos or receipts to confirm successful delivery.

Can I automate delivery notifications?

Yes. You can schedule messages or use Sequences that trigger based on order status. A reply with TRACK or STATUS can send updates automatically.

How do Keywords and Sequences support delivery workflows?

When someone replies with a keyword like TRACK or HELP, TextUs can enroll them in a Sequence. The first message provides the tracking link, and the follow-up confirms delivery or offers assistance.

How does the Shared Inbox improve collaboration?

All replies appear in one shared view where fulfillment and support teams can coordinate. This setup prevents duplicate outreach and speeds up responses.

What metrics should I track for delivery notifications?

Monitor delivery, reply, and click rates. Export TextUs data and join it with carrier performance or delivery accuracy reports. Weekly reviews can show which templates and keywords improve satisfaction.