Texting Guide for Facilities Management

Facilities management depends on coordination between maintenance teams, vendors, and tenants. Clear, quick communication prevents downtime, missed inspections, and scheduling errors. TextUs helps facilities teams organize messaging for work orders, alerts, and updates while keeping records synced with maintenance systems.

How TextUs Fits Facilities Management Workflows

TextUs Campaigns let you reach groups like technicians, contractors, or tenants from your CMMS or property management software. You can attach PDFs or images, such as inspection checklists, safety instructions, or access maps, so recipients can act immediately.

Keywords like FIXED, ARRIVED, or APPROVE route replies into Sequences that confirm completion or trigger follow-up actions.

Replies appear in the Shared Inbox, where managers or dispatchers can assign threads and respond using Templates. Integrations make sure all messages are logged automatically to the asset or work order record.

You can monitor deliveries, replies, and clicks in TextUs and export CSVs to analyze performance across properties or teams.

What to Set Up First

Connect your CMMS or property database so work orders, technician contacts, and vendor info sync with TextUs. Register your 10DLC numbers for reliable delivery and enable opt-out handling for STOP and UNSUBSCRIBE.

Create Templates for common use cases like maintenance scheduling, tenant notifications, vendor coordination, and emergency alerts. Assign Shared Inbox coverage so messages are handled during office and after-hours shifts.

Segment contact lists for clarity. Examples: Active Work Orders, Scheduled Inspections, Tenants Awaiting Updates, or Vendor Onboarding. Smaller, targeted groups improve efficiency and reduce confusion.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your CMMS, such as “Scheduled Inspections This Week.” This ensures your message reaches the right group.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, reminder that your inspection at [Property Name] is scheduled for [Date] at [Time]. Reply CONFIRM or RESCHEDULE.”
3. Attach media: Add a PDF or image when useful, like a safety checklist or access map. Attachments reduce confusion on the site.
4. Set up an A/B test: Create a second version that changes tone or call to action to see which gets quicker confirmations.
5. Schedule your campaign: Send reminders 24 hours in advance or at shift start for maintenance teams. Use recurrence for monthly inspections or routine alerts.
6. Create a keyword: Add a keyword like CONFIRM, FIXED, or HELP and reference it in your message. TextUs recognizes replies automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Confirm appointment or log issue. Step 2: Follow up in 2 hours if no response.”
8. Send and monitor: Launch your campaign, track replies, and resolve follow-ups quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming. Please ensure the access door is unlocked by [Time].”
• Step 2 (reminder): “Checking in—did the maintenance visit at [Property Name] happen as planned? Reply FIXED or HELP.”

Segmentation and Personalization Strategy

Segment by role, site, and maintenance type. Examples: HVAC Vendors, Onsite Technicians, Tenants Awaiting Service, or Emergency Contacts. Exclude inactive numbers or completed tasks to keep lists efficient.

Personalize messages with the first name and one relevant field, such as property name or service type. Example: “Hi {{first_name}}, your [Service Type] request at [Property Name] is scheduled for [Time].”

Review segment performance monthly. Remove unresponsive contacts, add new properties or vendors, and refine message timing by job type or shift pattern.

Template Library for Facilities Management Scenarios

Keep a practical library of Templates for everyday use:

• “Hi {{first_name}}, your maintenance request for [Property Name] is scheduled for [Date]. Reply CONFIRM or RESCHEDULE.”
• “Work order #[Order ID] completed. Reply APPROVE if resolved or HELP for follow-up.”
• “Reminder: fire safety inspection at [Property Name] tomorrow at [Time]. Access needed to all utility rooms.”
• “HVAC alert—unit [Unit ID] offline. Reply FIXED once service is restored.”
• “Vendor check-in for [Building Name]. Please reply ARRIVED when on site.”

Review the template performance monthly with compliance. Retire low-performing templates and refine tone based on reply data. Keep all attachments lightweight and relevant.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join this data with your CMMS or work order system to see confirmation rates, completion times, and SLA compliance. Label campaigns by property and type, such as “Fire Inspection_July_A” or “Vendor Check-In_Wk22.”

Track reply-to-confirmation rates and time-to-completion per property or team. Include keywords and attachments in reports to evaluate which elements speed resolution. Maintain a short change log of copy and timing decisions.

Summarize results in a one-page report that shows delivery rate, reply rate, confirmation rate, and job completion time. Note which wording or timing improved responsiveness so your next campaign performs better.

Technician Communication and Emergency Alerts

TextUs enables rapid coordination for urgent issues such as equipment failure, weather damage, or access problems. Send alerts to technicians with clear next steps and use Keywords to confirm receipt.

Example: “Hi {{first_name}}, emergency leak reported at [Building Name]. Reply ACK to confirm dispatch.”

Create alert templates and approve them with compliance so staff can act instantly. Attach safety maps or repair diagrams as needed. Timely, structured alerts reduce downtime and improve incident handling.

Managing Replies in the Shared Inbox

All replies land in the Shared Inbox, giving visibility across maintenance coordinators and supervisors. The first responder assigns ownership so follow-up stays consistent. Templates keep answers accurate while one personalized line builds trust.

Use tags like Confirmed, In Progress, Reschedule, or Escalation to organize threads. Add brief notes before forwarding to vendors or technicians so context is clear. If someone doesn’t respond, move them into a re-engagement Sequence that checks in automatically.

Enable notifications during office hours and after-hours rotations. Quick replies improve job completion and vendor accountability. Clear ownership avoids duplicated outreach.

Compliance and Deliverability for Facilities Management

Use registered 10DLC numbers for business messaging. Keep opt-out handling active to process STOP and UNSUBSCRIBE automatically. Include a short opt-out line in your first message, such as “Reply STOP to opt out.”

Avoid spam triggers by limiting links and punctuation. Never send sensitive building access details in plain text; use secure links instead.

Keep attachments lightweight—maps, checklists, or inspection guides should open instantly on mobile. Send messages within appropriate hours and limit frequency to task cadence.

FAQs About Texting Guide for Facilities Management

Can I attach documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs in both campaigns and one-to-one messages. Facilities teams often attach inspection checklists, access maps, or completion photos to simplify updates.

Can I automate routine maintenance reminders?

Yes. You can schedule recurring campaigns for monthly inspections or preventive maintenance. Automating reminders reduces missed visits and keeps compliance records accurate.

How do Keywords and Sequences help with maintenance coordination?

When someone replies with a keyword like FIXED or HELP, TextUs can enroll them in a Sequence. The first message confirms or logs the status, and a second message checks back later if there is no response.

How does the Shared Inbox help operations teams?

All replies appear in one shared view so coordinators can assign owners, tag threads, and forward notes to technicians or vendors. This ensures quick action and complete visibility.

What metrics should I track to measure success?

Monitor delivery, reply, and confirmation rates to measure responsiveness. Export TextUs data and compare with CMMS records to see how messaging improves resolution speed and SLA performance.