Texting Guide for Legal Services

Legal services depend on timely intake, clear scheduling, and careful case updates. Clients expect fast confirmations and simple next steps without long email threads. TextUs helps law firms, legal clinics, and in-house teams coordinate these moments with concise, traceable SMS.

How TextUs Fits Legal Services Workflows

TextUs Campaigns let you reach targeted lists from your CRM or case management system with short messages that drive one action. You can attach PDFs or images such as intake forms, engagement one-pagers, parking maps, or hearing checklists so clients can act without leaving the thread.

Keywords like INTAKE, SIGN, PAY, or CONFIRM route replies into brief Sequences that acknowledge intent and send the next step automatically.

Replies appear in the Shared Inbox where intake, attorneys, and billing can assign owners and respond with templates. Integrations keep contact records and conversation history synced to your system of record.

Inside TextUs, you can review deliveries, replies, and clicks, then export CSVs to connect messaging with consultations booked, documents received, and invoices paid.

What to Set Up First

Integrate your CRM or case platform so segments and messages sync in both directions. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE are processed correctly.

Align with compliance on what can be sent by SMS and when to move sensitive topics to secure portals.

Create templates for high-volume moments. Prepare versions for consultation scheduling, document requests, engagement agreement steps, hearing reminders, and invoice follow-ups. Assign Shared Inbox coverage by practice group and hours so someone always owns replies.

Build focused segments that match legal workflows. Useful lists include New Leads Last 7 Days, Consults This Week, Docs Outstanding, Hearings Tomorrow, Payment Reminders, and Closed Matters Survey. Smaller lists keep each first touch relevant and reduce noise.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your CRM or case tool, such as “Consults This Week.” This makes sure your messages reach the right clients.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, confirming your consultation with [Attorney] on [Date] at [Time]. Reply CONFIRM to keep or RESCHEDULE for options.”
3. Attach media: Add a PDF or image if helpful, such as parking instructions, an intake checklist, or a fee overview. Attachments reduce day-of questions.
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 a 24-hour reminder and a same-day reminder 2 hours prior. Use recurrence for weekly document sweeps or monthly billing prompts.
6. Create a keyword: Add a keyword such as INTAKE, SIGN, or PAY and reference it in your message. When a client replies with that word, TextUs recognizes it automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the secure link or confirmation. Step 2: Follow up after 24 hours if there is no response.”
8. Send and monitor: Launch your campaign, watch confirmations and exceptions, and handle edge cases quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming. Here is your arrival info and check-in instructions: [short URL].”
• Step 1 (auto-reply - intake): “Thanks. Use this secure link to upload documents: [short URL]. Reply HELP if you have questions.”
• Step 2 (reminder): “Checking in on your documents for [Matter]. The secure link is here: [short URL].”

Segmentation and Personalization Strategy

Segment by stage and urgency so each text drives one clear outcome. Examples include First Contact, Consult Scheduling, Docs Outstanding, Signed But Unpaid, Hearing Reminders, and Closed Matters. Exclude recent opt-outs and contacts who already completed the step you are driving.

Personalize lightly to protect accuracy. Use first name and one context field such as attorney, date, or location. Avoid case specifics in SMS and push private details to secure links. Set fallbacks for missing fields so no message looks broken.

Refresh segments daily for consultations and documents, and weekly for billing or reviews. Hourly refresh helps during hearing weeks or clinics with high same-day changes. Clean segments lift reply rates and reduce manual triage.

Template Library for Legal Services Scenarios

Keep a concise library your team can send without rewriting. One goal per message, one action, and mobile-friendly phrasing.

• “Hi {{first_name}}, we would like to schedule your consultation. Reply SCHEDULE for times.”
• “Reminder: consultation with [Attorney] on [Date] at [Time]. Reply CONFIRM or RESCHEDULE.”
• “Intake checklist ready. Reply INTAKE for the secure upload link.”
• “Engagement agreement is available. Reply SIGN for the secure document link.”
• “Invoice for [Matter] is ready. Reply PAY for a secure payment link or INFO with questions.”

Review the template performance monthly with compliance. Retire low performers, note which tones lift replies, and keep attachments small and relevant.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with CRM or case metrics such as consultations completed, engagements signed, documents received, hearings attended, and invoices paid. Preserve campaign name, segment, keyword, and variant fields so you can run cohort analysis.

Track reply-to-consultation and consultation-to-engagement rates by practice area. For operations, track reply-to-document and document-to-filing timelines. Include attachment and link usage to see whether checklists, arrival guides, or payment links improve completion.

Publish a one-page summary for partners and operations. Show delivery rate, reply rate, confirmation rate, and downstream outcomes by practice group. Add short notes on timing and tone so teams repeat what works.

Client Intake, Case Updates, and Court Coordination

Use TextUs to make intake smooth without discussing privileged details in the thread. Send a secure intake link, ID checklist, and parking or video instructions. A brief follow-up the morning of the consult reduces no-shows and late arrivals.

For ongoing matters, keep updates factual and move sensitive content to portals. Example: “Hi {{first_name}}, filing received and under review. Reply INFO for timeline details.” Provide a secure link for specifics and store replies with the matter record.

Court dates require clear, timely prompts. Send a 48-hour reminder with arrival instructions and a same-day confirmation window. Use a receipt keyword like ACK to confirm the client saw the message, then log responses for audit.

Managing Replies in the Shared Inbox

All replies land in the Shared Inbox for visibility across intake, attorneys, and billing. The first responder assigns the thread to themselves so the client has one point of contact. Templates keep answers consistent while one personal line maintains rapport.

Use tags like Consult, Docs, Engagement, Court, and Billing to organize threads. Add a short note before forwarding to an attorney or finance so context is preserved. If someone goes quiet, move them into a brief re-engagement sequence that offers one clear next step.

Keep notifications on during business hours and key court windows. Fast replies protect show rates and reduce avoidable delays.

Compliance and Deliverability for Legal Services

Use registered 10DLC numbers for all business messaging. Keep opt-out handling on so standard keywords like STOP and UNSUBSCRIBE are processed automatically. Include a short line in the first message such as “Reply STOP to opt out.”

Do not transmit privileged or sensitive information in SMS. Avoid case facts, medical details, or account numbers. Use secure links for documents, signatures, payments, and portals.

Avoid spam triggers by limiting links, punctuation, and all caps. Keep attachments lightweight and relevant, such as arrival maps, checklists, or fee one-pagers. Send during local business hours and match cadence to the legal journey so messages feel helpful.

FAQs About Texting Guide for Legal Services

Can I attach documents or images to my texts?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Legal teams often attach intake checklists, arrival guides, or engagement overviews while reserving sensitive files for secure links.

Can I automate consultation reminders and document collection?

Yes. You can schedule and repeat campaigns or connect Keywords and Sequences to automate these flows. Many firms use CONFIRM for appointment checks and INTAKE for secure upload prompts.

How do Keywords and Sequences reduce manual follow-ups?

When clients reply with a keyword like INTAKE, SIGN, or PAY, TextUs can enroll them in a Sequence. The first step sends the secure link or confirmation, and a later step checks back if there is no response.

How does the Shared Inbox keep attorneys and staff aligned?

All replies appear in one shared view so intake, attorneys, and billing see the same context. You can assign owners, tag threads for routing, and add notes for clean handoffs.

What metrics should I track to prove value?

Start with delivery, reply, and confirmation rates. Export TextUs data and join it with CRM or case outcomes such as consultations completed, engagements signed, documents received, and invoices paid. Weekly reviews help refine timing, tone, and segments