Texting Guide for Financial Services

Financial services communication must balance speed, accuracy, and compliance. Clients expect fast responses while regulators require clear, traceable communication.

TextUs helps financial advisors, lenders, and service teams manage conversations efficiently while maintaining professional and compliant outreach.

How TextUs Fits Financial Services Workflows

TextUs Campaigns let financial professionals reach targeted client or prospect lists from CRMs like Salesforce or HubSpot with concise, relevant updates. You can attach PDFs or images such as rate sheets, disclosure forms, or application checklists to help clients act quickly.

Keywords like APPLY, QUOTE, or REVIEW route replies into short Sequences that confirm interest and share next steps automatically.

Replies appear in the Shared Inbox so advisors and support teams can assign ownership and respond with approved Templates. Integrations log all communication directly into your CRM, ensuring records stay compliant and auditable.

Metrics like deliveries, replies, and clicks are visible in TextUs, and CSV exports make it easy to analyze campaign performance within internal reporting systems.

What to Set Up First

Integrate your CRM to sync contacts and messages automatically. Confirm your texting numbers are registered for 10DLC and keep opt-out handling active to manage compliance with messaging regulations.

Create Templates for your most common communication types—rate updates, appointment confirmations, document requests, and policy renewals. Assign Shared Inbox coverage so each reply is handled quickly by the right advisor or assistant.

Segment your lists by relationship stage or product interest. Examples include New Mortgage Leads, Policy Renewals This Month, and Pending Document Requests. Keeping lists focused ensures every message feels relevant and personal.

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 ensures your message targets active, compliant contacts.
2. Write your message: Keep it short and precise. Example: “Hi {{first_name}}, rates were updated today. Would you like me to text your new payment estimate? Reply QUOTE to get the details.”
3. Attach media: Add a PDF or image when relevant, such as a rate chart or policy overview. Attachments give clients quick access to supporting documents.
4. Set up an A/B test: Create two versions that change one element, like tone or CTA. Review which gets more replies.
5. Schedule your campaign: Send during work hours when engagement is highest. Weekly or monthly schedules work well for ongoing updates like rate changes or renewals.
6. Create a keyword: Add a keyword such as QUOTE or APPLY and reference it in your message. When clients reply with that word, TextUs recognizes and processes it automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send confirmation and a short link to the application form. Step 2: Follow up 48 hours later if there’s no response.”
8. Send and monitor: Launch your campaign, track replies, and respond immediately through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for your interest. Here’s your quote form: [short URL]. I’ll text you once it’s complete.”
• Step 2 (reminder): “Hi again. Did you have a chance to complete your quote? Reply HELP if you’d like me to walk you through it.”

Segmentation and Personalization Strategy

Segment your audience by lifecycle, interest, or financial product. Build lists like Active Loan Clients, Insurance Renewals, or Investment Review Due. Keep them refreshed weekly to reflect account updates or opt-outs.

Personalize messages with the first name and one contextual field such as loan type, renewal date, or product tier. For example: “Hi Alex, your term renewal date is coming up next week. Want me to text the current rates?” This tone feels personal without crossing into sensitive details.

Regularly audit your segments for compliance. Remove anyone who opted out or recently completed a transaction. Clean segmentation improves response rates and ensures messages meet financial communication standards.

Template Library for Financial Services Scenarios

Use Templates to keep outreach fast, accurate, and compliant. Each should serve one purpose and reference approved disclosures or attachments when needed.

• “Hi {{first_name}}, rates have changed. Want me to text your updated payment estimate? Reply QUOTE to see details.”
• “Your policy renewal is due soon. Would you like me to text your renewal summary or call to review options?”
• “Hi {{first_name}}, reminder about your appointment with [Advisor Name] tomorrow at [Time]. Reply CONFIRM or RESCHEDULE.”
• “We received your application documents. Reply STATUS to get a quick update on where things stand.”
• “Your statement is ready. Reply LINK if you’d like the secure download page.”

Keep your Template library reviewed by compliance at least quarterly. Record version numbers and review dates. This makes sure all messages remain approved and consistent across your firm.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks weekly from TextUs. Join that data to CRM events such as application completions, renewals, and funded loans. Use campaign and variant labels to measure which messages generate the highest conversions.

Track reply-to-application and application-to-completion ratios by campaign. Preserve all campaign and keyword fields so you can tie them to future audits or performance reviews.

Build a one-page weekly report that lists delivery rate, reply rate, click rate, and application completion rate. Annotate what changed that week (tone, timing, or audience) so improvements remain traceable.

Security and Document Sharing Best Practices

Always use secure links when sharing sensitive materials. Host documents in your firm’s approved file storage or client portal. Avoid sending personally identifiable information (PII) directly in text.

Keep attachments simple. Rate sheets, general brochures, or secure portal links are safe. Do not include account balances, identification numbers, or detailed financial data. TextUs attachments are meant for informational content, not confidential transmission.

Train staff to verify recipient identity before sharing personalized information. Quick confirmation texts like “Can you confirm your birth month for verification?” help maintain security without adding friction.

Managing Replies in the Shared Inbox

The Shared Inbox gives advisors and assistants visibility across all replies. The first person to respond assigns ownership, so communication stays clear. Templates keep responses consistent while maintaining a friendly tone.

Use tags to mark conversation type—Application, Renewal, or Support—and forward threads internally when escalation is needed. Add short notes before reassigning so compliance and context remain intact.

Keep alerts on during business hours so clients receive fast responses. Prompt communication builds trust and prevents missed opportunities during rate changes or renewals.

Tracking Results and Improving Performance

Review delivery and reply rates after each campaign. Low delivery can indicate a compliance or number registration issue. Compare A/B test results and keep the higher performer.

If attachments or links were included, measure click-through rates to gauge interest. Export CSVs and join with CRM outcomes to calculate conversions. For example, conversational reminders often increase response rates by 15% compared to formal notices.

Use insights to adjust frequency and timing. Financial updates perform best midweek, while renewal reminders work well two weeks before expiration. Keep experiments small and iterative.

Compliance and Deliverability for Financial Services

Use registered 10DLC numbers and keep opt-out handling active. Include a clear opt-out line like “Reply STOP to opt out” in your first message. Send during business hours and avoid high-frequency sends to prevent filtering.

Do not include sensitive information such as account numbers, balances, or identification details in texts. Keep content factual, time-bound, and compliant with your internal communication policy.

Avoid spam triggers like all caps, multiple links, or emojis. Keep attachments lightweight and relevant, such as rate sheets or renewal PDFs. Following these practices maintains carrier trust and compliance.

FAQs About Texting Guide for Financial 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. Financial teams commonly attach rate sheets, general brochures, or secure portal instructions for convenience.

Can I schedule recurring rate updates or renewal reminders?

Yes. You can schedule and repeat campaigns weekly or monthly. This helps automate recurring updates, such as rate notifications or renewal deadlines, without manual setup each time.

How do Keywords and Sequences work in financial campaigns?

When clients reply with a keyword like QUOTE or APPLY, TextUs automatically enrolls them in a Sequence. The first step confirms interest and sends a link or document, while a later step checks back if they don’t reply.

How does the Shared Inbox keep financial teams coordinated?

All replies appear in one view, allowing advisors, assistants, and operations staff to see conversation history. You can assign threads, use Templates for consistent responses, and maintain a complete record for compliance.

What metrics should I track to measure SMS performance?

Monitor delivery, reply, and click rates in TextUs. Export data and combine it with CRM metrics like application completions or renewals. Weekly reviews help identify trends and guide messaging improvements.