Texting Guide for Franchises

Franchise networks run on consistency, timing, and clear ownership. Corporate teams need brand-safe messaging, while local owners need fast replies that drive bookings and revenue. TextUs helps both levels coordinate through short, useful SMS that scales without losing the local touch.

How TextUs Fits Franchise Workflows

TextUs Campaigns let you reach targeted lists from your CRM, POS, or scheduling system with concise prompts tied to one action. You can attach PDFs or images like menus, service one-pagers, location maps, or promo flyers so customers can decide without opening email.

Keywords such as BOOK, INFO, APPLY, or JOIN route replies into short Sequences that confirm intent and share the next step automatically.

Replies land in the Shared Inbox, where corporate and franchise teams can assign owners and use Templates for consistent answers. Integrations keep contacts and message history synced to your system of record for clean auditing.

You can monitor deliveries, replies, and clicks in TextUs, then export CSVs to connect messaging with bookings, orders, and local revenue.

What to Set Up First

Connect your CRM or POS so lists, location IDs, and conversations sync both ways. Register 10DLC numbers for your brand and keep opt-out handling active so STOP and UNSUBSCRIBE are processed automatically. Align with legal on approved topics, quiet hours, and attachment types.

Create Templates for high-volume motions: booking confirmations, promo claims, no-show recovery, hiring outreach, and customer feedback. Define ownership rules so corporate handles brand announcements while franchise locations own local replies.

Build segments like VIP Customers by Location, Leads Last 30 Days, Open Orders Today, and Applicants This Week.

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 “VIP Customers - Location 17.” This makes sure your messages reach the right people.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, [Franchise Brand] at [Location] has a limited spot tomorrow. Want me to hold it? Reply BOOK and I will text the link.”
3. Attach media: Add a PDF or image when helpful, such as a service menu, map, or coupon. Attachments reduce questions and speed decisions.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. Compare reply rates and keep the winner.
5. Schedule your campaign: Send when customers usually act, such as mid-morning for bookings or late afternoon for takeout. Use recurrence for weekly specials or membership nudges.
6. Create a keyword: Add a keyword such as BOOK, INFO, or APPLY and reference it in your message. When someone replies with that word, TextUs will recognize it automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the booking or info link. Step 2: Follow up after 24 hours if no response.”
8. Send and monitor: Launch your campaign, track replies and clicks, and handle exceptions quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for your interest. Here is your link for [Location]: [short URL]. Text HELP if you want times.”
• Step 2 (reminder): “Quick check-in. Do you still want to book at [Location]? Use [short URL] or reply BOOK and I will hold a spot.”

Segmentation and Personalization Strategy

Segment by location, lifecycle, and intent so each text has one clear purpose. Useful dimensions include store ID, city or zone, customer tier, last visit date, and product or service category. Exclude recent opt-outs, duplicates, and contacts who already completed the action.

Personalize lightly to reduce errors at scale. Use first name and one context field such as location or service type. Set fallbacks for missing fields so no message looks broken, and keep one clean call to action.

Refresh segments on a cadence that matches demand. Daily refresh works for bookings and offers, while hourly refresh helps with same-day openings and curbside orders. Clean segments protect deliverability and raise reply rates.

Template Library for Franchise Scenarios

Provide a small, brand-approved library that local teams can use without rewriting. Keep one goal per message and one action.

• “Hi {{first_name}}, openings at [Location] on [Date]. Reply BOOK and I will text available times.”
• “Your pickup at [Location] is ready at [Time]. Reply HERE when you arrive curbside.”
• “VIP offer for [Location]: [Short Benefit]. Reply CLAIM for your link.”
• “We would love your feedback on today’s visit. Reply REVIEW for a quick survey link.”
• “Hiring at [Location]: part-time roles available. Reply APPLY for details.”

Review the template performance monthly with compliance. Retire low performers and note which variants drive faster replies. Attach PDFs or images only when they remove friction.

Reporting, Optimization, and Attribution

Export deliveries, replies, and clicks from TextUs weekly. Join that data with POS or booking metrics to see orders completed, appointments set, and memberships sold by location. Preserve campaign, segment, keyword, and variant fields so you can run cohort analysis.

Track reply-to-booking and click-to-purchase rates for each location and offer type. Keep attachment usage and send time in your dataset so you can isolate what actually moves conversion. Maintain a short change log that records copy, timing, and audience updates.

Publish a one-page summary for corporate and owners. Show delivery rate, reply rate, booking or order rate, and revenue lift for the top campaigns. Call out which opener, send window, and keyword performed best so locations can copy success.

Managing Replies in the Shared Inbox

All replies appear in the Shared Inbox for full visibility across corporate and local teams. The first responder assigns the thread to themselves so the customer has one point of contact. Templates keep answers consistent while one personal line keeps the local voice.

Use tags such as Booking, Pickup, Promo, Hiring, and Support to organize threads. Add a brief note before forwarding to a location or corporate so context stays intact. If someone goes quiet, move them into a short re-engagement sequence with one clear option.

Turn on notifications during operating hours for each time zone. Fast replies reduce no-shows, abandoned orders, and missed hiring opportunities. Clear ownership prevents duplicate outreach from different locations.

Tracking Results and Improving Performance

Check delivery and reply metrics a few hours after each send. Delivery under 95 percent often points to list hygiene or registration settings that you should fix before the next batch. Compare A and B versions weekly and standardize on the stronger performer.

If your text included a link or attachment, review click rate as a readiness signal. Export CSVs and reconcile with bookings, order totals, and review volume by location to prove impact. For example, switching to a benefit-first opener can lift reply rate by 15% compared to a formal notice.

Tune cadence by category. Services respond to 24-hour and 2-hour reminders, while retail promos perform best midweek with a same-day follow-up. Keep tests small and continuous so learning compounds.

Compliance and Deliverability for Franchises

Use registered 10DLC numbers to maintain carrier trust. 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 by limiting links, punctuation, and all caps. Do not include sensitive payment or account data in SMS. Use secure links for deposits, invoices, or membership changes.

Keep attachments lightweight and relevant. Menus, maps, one-pagers, and coupons should open quickly on mobile. Send during local hours and match cadence to visit or order patterns so messages feel helpful.

FAQs About Texting Guide for Franchises

Can I attach documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Franchise teams often attach menus, service one-pagers, maps, or coupons so customers can act without calling.

Can I schedule recurring promos or booking reminders?

Yes. You can schedule and repeat campaigns on weekly or monthly cycles. Many brands automate midweek specials, membership nudges, and 24-hour booking reminders by location.

How do Keywords and Sequences reduce manual follow-ups?

When someone replies with a keyword like BOOK, INFO, or APPLY, TextUs can enroll them in a Sequence. The first step sends the relevant link or confirmation, and a later step checks back if there is no response. This keeps routine coordination consistent.

How does the Shared Inbox keep corporate and locations aligned?

All replies appear in one shared view so teams can assign owners, use Templates for consistent answers, and forward threads with notes. Corporate keeps brand standards intact while locations handle day-to-day conversations.

What metrics should I track to prove value?

Start with delivery, reply, and click rates inside TextUs. Export CSVs and join them with bookings, orders, reviews, and hires by location. Weekly summaries show which messages and send windows drive revenue.