Texting Guide for Food Service

Food service succeeds with clear timing and consistent execution. Guests, staff, and suppliers need short messages that drive quick action. TextUs helps catering, QSR, commissary, and institutional teams coordinate schedules, orders, and events with personal SMS at scale.

How TextUs Fits Food Service Workflows

Use TextUs Campaigns to reach segmented lists from your CRM, POS, or scheduling tool with short, goal-driven messages. Attach PDFs or images like prep sheets, menu one-pagers, pickup maps, or allergen guides so recipients can act without searching their email.

Add Keywords such as ORDER, CONFIRM, or CHANGE to route replies into Sequences that acknowledge intent and send the next step automatically.

Replies land in the Shared Inbox, where managers and coordinators assign owners and respond with Templates. Integrations keep conversations logged to the guest, account, or supplier record.

Inside TextUs, you can view deliveries, replies, and clicks, then export CSVs to connect texting with covers, catering revenue, labor readiness, and fill rates.

What to Set Up First

Connect your CRM, POS, or catering platform so contacts, lists, and message history sync automatically. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE are processed. Align with operations on approved topics, quiet hours, and attachment types.

Create Templates for high-volume moments. Prepare versions for reservation confirmations, catering quotes, pickup instructions, shift calls, and supplier check-ins. Assign Shared Inbox coverage by shift so someone owns replies during open hours and event windows.

Build focused segments that map to real actions. Examples include Tonight’s Reservations, Catering Holds This Week, VIP Subscribers, Drivers On Duty, and Vendors Awaiting PO. Smaller segments keep the first touch relevant.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your CRM or POS, such as “Catering Holds This Week.” This makes sure your messages reach the right contacts.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, confirming your catering hold for [Date] at [Time]. Reply CONFIRM to lock in or CHANGE for options.”
3. Attach media: Add a PDF or image when helpful, such as a banquet menu, pickup map, or allergen list. Attachments reduce questions and speed approvals.
4. Set up an A/B test: Create a second version that changes one element, like the opener or call to action. Compare reply rates to choose the winner.
5. Schedule your campaign: Send confirmations 24 hours before and a same-day reminder 3 hours prior. Use recurrence for weekly specials or standing orders.
6. Create a keyword: Add a keyword such as ORDER, CONFIRM, or CHANGE 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 details or share a modification link. Step 2: Follow up after 2 hours if there is no response.”
8. Send and monitor: Launch your campaign, track replies, and handle exceptions quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming. Here is your pickup map and contact number: [short URL].”
• Step 1 (auto-reply - change): “No problem. Use this link to adjust time or headcount: [short URL]. Reply HELP if you prefer text support.”
• Step 2 (reminder): “We have not seen a confirmation for [Date] at [Time]. Reply CONFIRM to lock in or CHANGE for options.”

Segmentation and Personalization Strategy

Segment by visit or service window, audience type, and intent. Useful rules include reservation date, catering status, pickup time, shift role, vendor route, and store location. Exclude opt-outs and completed actions so lists stay clean.

Personalize lightly with first name and one contextual field such as order ID, time, or location. Add safe fallbacks for any field that may be missing. Keep one clear action per message so recipients know how to respond.

Refresh segments daily for reservations and pickups and multiple times per day for staffing or delivery windows. Weekly refresh is enough for VIP outreach or lapsed subscribers. Clean segments raise reply rates and reduce last-minute issues.

Template Library for Food Service Scenarios

Keep a small library your team can send without rewriting. One goal per message, clear action, mobile-friendly wording.

• “Hi {{first_name}}, confirming your order for [Date] at [Time]. Reply CONFIRM or CHANGE.”
• “Pickup at [Location] is ready at [Time]. Reply HERE when you arrive curbside and we will bring it out.”
• “Allergen info available. Reply INFO for a one-page list covering common allergens.”
• “Catering quote attached for [Event Name]. Reply APPROVE to proceed or EDIT for adjustments.”
• “Shift call: need a line cook at [Store] from [Time] to [Time]. Reply READY if you can cover.”

Review the template performance monthly with compliance. Retire low performers and keep notes on tone, timing, and attachments that lift replies. Use attachments only when they remove friction.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs each week. Join that data to POS or catering reports to connect texts with seated covers, order totals, and event revenue. Preserve campaign, segment, keyword, and variant fields so cohort analysis is simple.

Track reply-to-confirmation and confirmation-to-completion rates by segment and location. Include attachment and link usage to see whether maps, menus, or quotes improve conversion. Maintain a short change log for copy and timing decisions so trends remain clear.

Publish a one-page weekly summary. Show delivery rate, reply rate, confirmation rate, click rate, and downstream results like completed orders or event deposits. Share quick notes on what changed and why.

Operations and Supplier Coordination

Use TextUs to tighten day-of-service coordination. Send a quick nudge when a driver is en route, request a photo of the loading zone, or confirm dock access without phone tag. These touches cut idle time and prevent missed windows.

For suppliers, set a brief pre-arrival sequence tied to a route keyword. Step 1 confirms ETA and dock. Step 2 asks for ARRIVED on gate entry and requests a POD photo at handoff. Logged replies create a clean audit trail in your system of record.

Create an alerts keyword for urgent changes like shortage substitutions or equipment outages. Keep alert templates short and pre-approved. Fast, consistent alerts reduce waste and last-minute rescheduling.

Managing Replies in the Shared Inbox

All messages appear in the Shared Inbox for full visibility across front-of-house, kitchen, catering, and logistics. The first responder assigns the thread to themselves so the contact has one owner. Templates keep answers fast while a personal line maintains hospitality.

Use tags such as Confirmed, Change, Pickup, Allergen, Quote, and Staffing to organize threads. Add short notes before forwarding to kitchen, events, or vendors so context stays intact. If a contact goes quiet, move them into a brief re-engagement Sequence that offers a clear next step.

Keep notifications on during open hours and event windows. Quick replies reduce no-shows, late pickups, and delivery delays. Clear ownership prevents duplicate outreach and mixed instructions.

Tracking Results and Improving Performance

Check delivery and replies a few hours after each send. Delivery below 95 percent signals list 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 text included a link or attachment, review clicks as a readiness signal. Export CSVs and reconcile with covers, order completions, and on-time pickups to prove impact. For example, switching to a conversational opener often lifts reply rate by 15% compared to a formal notice.

Use insights to tune cadence by motion. Reservations benefit from 24-hour and 3-hour touches. Catering holds respond well to a 48-hour confirmation plus a same-day reminder. Keep tests small and frequent so improvements compound.

Compliance and Deliverability for Food Service

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 like multiple links, heavy punctuation, and all caps. Do not include payment details or private customer data in SMS. Use secure links for invoices, deposits, and signatures.

Keep attachments lightweight and relevant. Menus, allergen sheets, maps, and quotes should open quickly on mobile. Send within local hours and match cadence to the guest or vendor journey so messages feel helpful.

FAQs About Texting Guide for Food Service

Can I attach menus, allergen lists, or pickup maps to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Food service teams often attach menus, allergen one-pagers, and pickup maps so guests and drivers act without calling.

Can I schedule recurring specials or standing order reminders?

Yes. You can schedule and repeat campaigns on weekly or monthly cycles. Many teams automate weekly specials to VIPs and standing order checks to corporate accounts.

How do Keywords and Sequences reduce manual work?

When someone replies with a keyword like ORDER, CONFIRM, or CHANGE, TextUs can enroll them in a Sequence. The first step confirms details or shares a link, and a later step checks back if there is no response. This keeps routine coordination consistent without extra calls.

How does the Shared Inbox keep teams aligned?

All replies appear in one place, so front-of-house, kitchen, catering, and logistics teams can coordinate. You can assign owners, use Templates for consistent answers, and add notes for quick handoffs. This preserves context and speeds resolution.

What metrics should I track to measure impact?

Start with delivery, reply, and click rates. Export TextUs data and join it with POS or catering outcomes like confirmations, completed orders, and event revenue. Weekly reviews help refine timing, tone, and segments.