Texting Guide for Home Services

Home services depend on clear communication and fast coordination. Customers want simple scheduling, timely reminders, and quick updates about arrivals and changes. TextUs helps office staff, dispatchers, and technicians reach customers instantly while keeping every thread organized and auditable.

How TextUs Fits Home Services Workflows

TextUs Campaigns let you reach targeted lists from your CRM or scheduling system with short, useful messages. You can attach PDFs or images such as prep checklists, warranty one-pagers, and arrival maps, so customers are ready when the technician arrives.

Keywords like SCHEDULE, CONFIRM, and RESCHEDULE route replies into short Sequences that handle acknowledgments and next steps automatically.

Replies appear in the Shared Inbox, where coordinators can assign owners and respond with Templates. Integrations with platforms like ServiceTitan, Housecall Pro, or Jobber help you log conversations to the customer record without extra work.

You can track deliveries, replies, and clicks in TextUs, then export CSVs to connect messaging with completed jobs and collected payments.

What to Set Up First

Connect your CRM or scheduling tool so contacts and conversations sync in both directions. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE are processed correctly. Align with operations and compliance on approved topics, quiet hours, and attachment types.

Create Templates for high-frequency moments: estimate requests, appointment confirmations, prep instructions, arrival windows, and invoice reminders. Assign Shared Inbox coverage so someone owns replies during operating hours. Build segments such as Today’s Appointments, Tomorrow’s Estimates, Preventive Maintenance This Month, and Warranty Follow-ups.

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 “Tomorrow’s Appointments.” This makes sure your messages reach the right people.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, reminder for your [Service Type] at [Address] on [Date] between [Window]. Reply CONFIRM to keep or RESCHEDULE for options.”
3. Attach media: Add a PDF or image when helpful, such as a driveway parking note or a prep checklist. Attachments reduce questions on the day of service.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. Keep the rest identical so you learn what drives confirmations.
5. Schedule your campaign: Send 24 hours before the visit and add a same-day reminder. Use recurrence for maintenance plans or seasonal service prompts.
6. Create a keyword: Add a keyword such as CONFIRM, RESCHEDULE, or PAY 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: Confirm appointment or send a reschedule link. Step 2: Follow up 2 hours later if there is no response.”
8. Send and monitor: Launch your campaign, watch confirmations and exceptions, and handle escalations quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming your appointment. We will text you when the technician is en route.”
• Step 1 (auto-reply - reschedule): “No problem. Use this link to choose a new time: [short URL]. If you prefer, reply with a window that works.”
• Step 2 (reminder): “We still need a confirmation for your [Service Type] today at [Time]. Reply CONFIRM to keep or RESCHEDULE for options.”

Segmentation and Personalization Strategy

Segment by timing and job type so each text drives one action. Useful dimensions include appointment date, service category, plan membership status, and warranty eligibility. Exclude recent opt-outs, canceled jobs, and customers already confirmed.

Use light personalization that remains accurate at scale. First name and one context field is usually enough, such as service type or time window. Set fallbacks for missing fields so no message looks broken.

Refresh segments daily for upcoming appointments and weekly for maintenance plans. Hourly refresh can help busy shops that add jobs throughout the day. Clean segments increase confirmation rates and reduce no-shows.

Template Library for Home Services Scenarios

Create a small library of Templates that cover your most common conversations. Keep tone friendly and clear, with one goal per message.

• “Hi {{first_name}}, confirming your [Service Type] at [Address] on [Date] between [Window]. Reply CONFIRM or RESCHEDULE.”
• “Before we arrive, please move cars from the driveway and secure pets. Reply READY when done, and we will text an ETA.”
• “Technician is en route to [Address]. Estimated arrival: [Time]. Reply HELP if you have a gate code or special instructions.”
• “Your invoice for [Service Type] is ready. Reply PAY for a secure link or INFO if you have a question.”
• “Thanks for choosing [Company]. Would you like seasonal maintenance reminders by text? Reply YES to enroll.”

Review the template performance monthly with compliance. Keep version notes, approved phrasing, and intended segments so staff know when to use each Template. Retire low performers and add new ones for emerging scenarios.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs each week. Join that data with job outcomes in your CRM or scheduling system: confirmed appointments, jobs completed, invoices paid, and reviews received. Preserve campaign name, audience, keyword, and variant fields so analysis is repeatable.

Track reply-to-confirmation and confirmation-to-completion rates by job type and team. Include attachment and link usage to see whether prep checklists or payment links improve speed. Maintain a short change log that records send time, copy decisions, and segment definitions.

Summarize results in a one-page weekly report. Show delivery rate, reply rate, confirmation rate, and paid-invoice rate. Add brief insights about timing, tone, and attachment impact so the team knows what to repeat.

Dispatch and Technician Coordination

Use TextUs to streamline day-of-service coordination. Send a quick nudge when a technician is en route, request a photo of the issue before arrival, or confirm gate codes and parking details without phone tag. These touches reduce idle time and repeat trips.

Create a dedicated “Alerts” keyword for urgent changes such as weather delays or parts shortages. Example: “Hi {{first_name}}, due to weather we will arrive 30 minutes later than planned. Reply OK to confirm or RESCHEDULE for options.” Keep alert templates short and pre-approved.

At the end of each job, send a follow-up text with a review link and a simple warranty or care one-pager. This closes the loop and improves repeat business. Track clicks on review links to identify technicians who drive high satisfaction.

Managing Replies in the Shared Inbox

All replies land in the Shared Inbox for full visibility across office staff and dispatch. The first responder assigns the thread to themselves so the customer has one point of contact. Templates keep answers consistent while a personal line maintains trust.

Use tags such as Confirmed, Reschedule, Gate Code, and Payment to organize threads. Add short notes before forwarding to a technician or billing, so context is preserved. If a customer goes quiet, move them into a re-engagement Sequence that checks in later with a clear next step.

Keep notifications on during operating hours so no message sits unanswered. Fast replies reduce cancellations and same-day gaps. Clear ownership prevents duplicate outreach and mixed instructions.

Compliance and Deliverability for Home Services

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 share sensitive billing information by text. Use secure links for payments and signatures.

Keep attachments lightweight and relevant. Arrival maps, prep checklists, and warranty one-pagers should open quickly on mobile. Send within local hours and match cadence to the service flow so messages feel helpful.

FAQs About Texting Guide for Home 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. Home services teams often attach prep checklists, arrival maps, or payment instructions so customers can act without calling.

Can I schedule recurring maintenance reminders?

Yes. You can schedule and repeat campaigns on weekly or monthly cycles. Many companies automate seasonal tune-ups, filter replacements, or membership check-ins.

How do Keywords and Sequences reduce manual work?

When customers reply with a keyword like CONFIRM or RESCHEDULE, TextUs can enroll them automatically in a Sequence. The first step acknowledges the request and shares a link or time options. A later step checks back if there is no response.

How does the Shared Inbox keep office and field teams aligned?

All replies appear in one place, so coordinators and technicians see the same context. You can assign ownership, tag threads by topic, and use Templates for consistent answers. Notes make handoffs to field staff or billing straightforward.

What metrics should I track to measure success?

Start with delivery, reply, and confirmation rates. Export TextUs data and join it with jobs completed and invoices paid to see the downstream impact. Weekly reviews help refine timing, tone, and audience segments.