Texting Guide for Franchise Owners

Franchise owners need fast, consistent communication across locations to protect brand standards and drive local revenue. Short texts help you coordinate crews, launch promos, and resolve issues without long email threads.

TextUs connects every message to your systems so you can scale what works.

How TextUs Fits Franchise Operations Workflows

TextUs Campaigns can reach franchisees, managers, or frontline teams with one focused action. You can attach PDFs or images, such as SOP one-pagers, promo flyers, or schedule cards, so people can act in the thread.

Keywords like READY, PROMO, or HELP can enroll contacts in Sequences that confirm tasks or route questions.

Replies appear in the Shared Inbox so owners and field managers can coordinate in real time. Integrations can log conversations to your CRM, POS, or workforce tools for clean records. You can check deliveries, replies, and clicks, then export CSVs for rollup reporting by region or brand.

What to Set Up First

Connect your CRM, directory, or scheduling system so that store lists and roles sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE process automatically.

Define segments such as Store Managers, Shift Leads, New Hires 0 to 30 Days, Locations With Low CSAT, and Markets Running Promotion. Create templates for staffing calls, promo launches, incident advisories, and compliance checks.

Assign Shared Inbox coverage by region and hours so urgent replies always reach a live owner.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment such as “Store Managers - North Market.” This can make sure your message reaches the right locations.
2. Write your message: Keep it clear and action-led. Example: “Hi {{first_name}}, weekend promo starts Friday. Want the poster and talking points? Reply PROMO and I will send the kit.”
3. Attach media: Add a flyer, SOP card, or schedule image when it speeds action. Attachments can cut confusion and training time.
4. Set up an A/B test: Test two openings or CTAs for clarity. Keep the version with the higher reply rate.
5. Schedule your campaign: Send during local business hours. For launches, schedule one alert 48 hours before and a reminder the morning of day one.
6. Create a keyword: Add a keyword such as PROMO, READY, or HELP and mention it in your message. TextUs can capture and route replies automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the promo kit link and checklist. Step 2: Follow up after 24 hours to confirm setup.”
8. Send and monitor: Launch the campaign, track replies, and assign thread owners in the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks, {{first_name}}. Here is the promo kit and checklist: [short URL]. Please set up by Friday 9 AM.”
• Step 2 (reminder): “Quick check on promo setup. Reply READY when displays are live or HELP if you need materials.”

Segmentation and Personalization Strategy

Segment by location, role, performance, and program participation. Useful lists include Managers Only, Shift Leads, New Staff, Low CSAT Stores, and High-Volume Stores. Exclude locations not running the program to protect deliverability.

Personalize with name and one context field, such as market or program. Example: “Hi {{first_name}}, North Market training is Friday at 2 PM. Reply RSVP for the link.” Use fallbacks so every message reads cleanly if a field is missing.

Refresh segments weekly for operations programs and daily for staffing or incident flows. Clean data can lift reply rate and reduce noise.

Template Library for Franchise Scenarios

Maintain a compact set that covers repeatable moments. One ask per message and one next step.

• “Hi {{first_name}}, weekend promo starts Friday. Want the kit? Reply PROMO.”
• “Staffing gap for [Store] tonight, 4 PM to 10 PM. Reply COVER if you can take it.”
• “Delivery arrives at [Time]. Dock must be clear. Reply READY when staged.”
• “CSAT dipped last week. Want the coaching one-pager and checklist? Reply INFO.”
• “Safety update for [Store]. Review the card: [short URL]. Reply ACK after reading.”

Review the template performance monthly with compliance. Keep files under 1 MB and retire low performers.

Reporting and Attribution Workflow

Export deliveries, replies, clicks, and keyword activity from TextUs weekly. Join that data with POS and WFM outcomes like promo lift, fill time, CSAT, and labor variance. Use consistent campaign names, segments, and keywords so rollups are clean.

Track time to acknowledgment (ACK), setup completion rate, and coverage fill time by market. Compare A and B variants to learn which opener and send time move faster. Share a one-page dashboard with delivery rate, reply rate, completions, and revenue impact.

Promo Launch and Local Activation

Treat each promo as a mini-campaign. Start with a kit request text, then confirm setup, then check results. Include one attachment that matters most, such as the talking points card.

Use keywords to standardize execution. PROMO can send the kit and a checklist, while READY can confirm the display live. After weekend close, send a short request for results and a link to the recap form.

For low performers, follow with an on-thread coaching tip. Keep language practical and focused on one action.

Staffing Coverage and Schedule Stability

When a shift opens, send a coverage alert to qualified staff. Use COVER to confirm the slot and reply with report time, dress code, and manager contact. If unfilled after 30 minutes, notify alternates by role or nearby stores.

For recurring gaps, build a weekly coverage list. Send the alert at the same time each day so expectations are clear. Keep attachments to a single schedule image if needed.

Confirm coverage in the Shared Inbox and tag the thread by store and shift. This creates a simple audit trail for payroll and HR.

Quality, Safety, and Compliance Checks

Standardize checks with one short text and a single-page card. Ask for an ACK so you have a timestamped record per store. For multi-step checks, use a two-step Sequence that ends with a DONE confirmation.

Link each check to the correct SOP and version number. Keep filenames consistent so staff can see they have the latest. Export CSVs and store them with incident or audit records.

If a location asks for help, route HELP to a live owner and follow with a concise answer in the thread. Add a note before handing off to facilities or safety.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox so owners, field managers, and store leaders share context. The first responder assigns the thread to themselves so ownership is clear. Templates keep language consistent, while a short personal line builds trust.

Use tags like Promo, Staffing, Delivery, Safety, and Training to organize threads. Add notes before forwarding to regional leaders or vendors. Keep notifications on during business hours and for peak windows like open and close.

Compliance and Deliverability for Franchise Owners

Use registered 10DLC numbers for all franchise traffic. Keep opt-out handling on so STOP and UNSUBSCRIBE process automatically. Include a short line in the first message that says “Reply STOP to opt out.”

Avoid multiple links, heavy punctuation, or all caps. Send during local working hours and cap alerts to a sensible daily limit. Keep attachments relevant and lightweight so mobile users can open them quickly.

Store message copies, attachment versions, and CSV exports with dates. This supports audits and helps you compare performance across markets.

FAQs About Texting Guide for Franchise Owners

Can I send promo kits or SOPs by text?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Many franchise owners send a single-page talking points card or a display checklist to speed setup.

Can I automate confirmations for launches or staffing?

Yes. You can link keywords like PROMO, READY, or COVER to Sequences that send links and timed reminders. This reduces manual chasing and raises completion rates.

How do Keywords and Sequences help multi-location execution?

Keywords standardize intent and routing. A reply with READY can record setup, while HELP can route a question to the field manager automatically.

Can multiple locations share the same inbox?

Yes. The Shared Inbox lets regional leaders and store managers coordinate in one view. Ownership, tags, and notes make handoffs clear.

What should I measure to prove program impact?

Track delivery, reply, setup completion, and coverage fill time. Export TextUs data and match it to POS and CSAT to show revenue and experience lift.