Texting Guide for Logistics

In logistics, speed and accuracy define success. Delays, missed confirmations, or unclear updates can disrupt entire delivery chains. TextUs helps logistics teams communicate with drivers, dispatchers, and clients instantly while keeping every conversation organized, visible, and compliant.

How TextUs Fits Logistics Workflows

TextUs Campaigns let logistics teams send concise updates to targeted lists of drivers, shippers, or customers from integrated systems like CRMs or TMS platforms. You can attach PDFs or images like manifests, route maps, or delivery confirmations to simplify coordination.

Keywords such as CONFIRM, DELIVERED, or HELP trigger automated Sequences that acknowledge updates or request additional details.

Replies flow into the Shared Inbox, where dispatchers and coordinators can assign ownership and respond with approved templates. Integrations with logistics systems ensure messages and confirmations are logged automatically.

You can monitor deliveries, replies, and clicks in TextUs and export CSVs to measure response times and delivery accuracy.

What to Set Up First

Connect your logistics management or CRM system so contacts, routes, and message activity sync automatically. Confirm your numbers are registered for 10DLC and keep opt-out handling active to remain compliant with carrier and data regulations.

Create templates for recurring updates, including pickup confirmations, route changes, delivery completions, and delay alerts. Assign Shared Inbox coverage so dispatchers can manage replies across shifts.

Segment your contact lists by type or role. Examples include Drivers on Active Routes, Customer Deliveries This Week, or Clients Pending Confirmation. Smaller, well-defined lists keep communication precise and actionable.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your TMS or CRM, such as “Drivers – Morning Routes.” This ensures messages reach the right group.
2. Write your message: Keep it short and direct. Example: “Hi {{first_name}}, your route for [City] leaves at [Time]. Reply CONFIRM once loaded or DELAY if you need assistance.”
3. Attach media: Add a PDF or image when necessary, such as a manifest or delivery checklist. Attachments help drivers act without searching email.
4. Set up an A/B test: Create a second version that changes tone or timing to see which generates faster replies.
5. Schedule your campaign: Send at dispatch times or route-change windows. Set recurring sends for daily departure confirmations or end-of-day check-ins.
6. Create a keyword: Add a keyword like CONFIRM, DELIVERED, or UPDATE and reference it in your message. TextUs automatically recognizes replies using that keyword.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Confirm pickup or delivery. Step 2: Follow up 4 hours later if there’s 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 pickup. Please text DELIVERED once the order arrives.”
• Step 2 (reminder): “Still waiting on delivery confirmation for [Order ID]. Reply DELIVERED once complete.”

Segmentation and Personalization Strategy

Segment contacts based on route type, delivery status, or time zone. Example segments: Morning Dispatch, Long-Haul Drivers, or Clients Awaiting Proof of Delivery. Update these lists daily or automatically from your logistics system.

Personalize messages using only essential details, such as the first name, route, or order ID. Keep tone professional and simple. Example: “Hi {{first_name}}, your [Route/Order ID] departs at [Time]. Reply CONFIRM when ready.”

Refresh segments weekly to maintain accuracy and compliance. Remove inactive drivers, completed orders, and outdated contacts. Clean lists improve delivery rates and reduce confusion.

Template Library for Logistics Scenarios

Use templates for repeatable updates so communication stays consistent and quick.

• “Hi {{first_name}}, your pickup for [Client] is scheduled at [Location] for [Time]. Reply CONFIRM once complete.”
• “Delivery at [Address] confirmed. Please reply DELIVERED when the customer signs.”
• “Weather alert for [Region]. Expect delays of up to 1 hour. Reply RECEIVED to confirm.”
• “End-of-day reminder. Please text STATUS once your last delivery is complete.”
• “Load change for [Order ID]. Pickup now at [New Location]. Reply OK once updated.”

Review the template performance monthly with compliance. Retire any that generate confusion or low reply rates. Add new ones for emerging workflows like drop-trailer notifications or document uploads.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs each week. Join that data with shipment status, route completion, or customer satisfaction reports in your TMS or CRM. This helps you measure SMS impact on delivery reliability.

Label each campaign clearly, such as “Route_Confirm_Wk43_A” or “Delay_Update_B.” Track performance by comparing reply speed, confirmation rate, and delivery success. Maintain a short log of what changed each week so you can track improvements.

Share a one-page weekly summary showing delivery rate, reply rate, and completion rate. Add short insights on timing and language changes to refine your next campaigns.

Driver Communication and Safety Alerts

Use TextUs for rapid driver communication during route changes, delays, or safety issues. Campaigns can notify drivers about weather disruptions, new pickup times, or equipment issues in seconds.

Create an “Alerts” keyword for urgent updates. Example: “Hi {{first_name}}, severe weather warning for [Region]. Reply ACK to confirm you received this update.”

Keep all alert templates pre-approved by your safety and operations teams. Fast, clear SMS alerts reduce risk, minimize downtime, and keep communication auditable across the fleet.

Managing Replies in the Shared Inbox

All replies land in the Shared Inbox so dispatchers can coordinate quickly. The first responder assigns ownership to avoid duplicate communication. Templates make responses consistent while leaving room for personalized details.

Use tags like “Late,” “Delivered,” or “Exception” to organize threads. Add brief notes before forwarding to customer service or operations so context remains clear.

Keep notifications active during all shift hours so responses never lag. Speed and clarity prevent delivery bottlenecks and ensure customer expectations are met.

Tracking Results and Improving Performance

Check message delivery and reply data after each campaign. If delivery falls below 95%, review contact data or 10DLC registration. Compare A and B versions of messages to identify which style produces faster confirmations.

Monitor attachment clicks for documents like route manifests or proof-of-delivery forms. Export data weekly and join it to on-time delivery and fulfillment rates. Example: changing dispatch texts from formal to conversational increased confirmation speed by 15%.

Refine message timing continuously. Early-morning updates may work best for drivers, while late-afternoon texts are ideal for warehouse teams. Keep testing small adjustments to build long-term communication efficiency.

Compliance and Deliverability for Logistics

Use registered 10DLC numbers for all logistics communication. Keep opt-out handling on so STOP and UNSUBSCRIBE messages are processed automatically. Always include “Reply STOP to opt out” in the first message.

Avoid sending sensitive or customer-specific data in SMS. Use secure links for anything requiring authentication. Limit links and punctuation to prevent spam filters from blocking your messages.

Send updates at appropriate intervals. Daily or per-route messages are best. Keep attachments lightweight, such as manifests, maps, or safety notices, so they load quickly on mobile devices.

FAQs About Texting Guide for Logistics

Can I attach delivery documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Logistics teams commonly attach manifests, route maps, or delivery receipts.

Can I automate daily driver updates?

Yes. You can schedule campaigns to recur daily or weekly. Many logistics teams use recurring texts for route starts, delivery confirmations, and end-of-day status updates.

How do Keywords and Sequences help manage deliveries?

When drivers reply with a keyword like CONFIRM or DELIVERED, TextUs automatically enrolls them in a Sequence. The first message acknowledges receipt, and the second follows up if there’s no response within a set timeframe.

How does the Shared Inbox keep dispatchers aligned?

All replies appear in one place where dispatchers and coordinators can assign ownership. You can tag messages by status and use templates for consistent replies. This prevents duplicated updates and ensures accountability.

What metrics should I track to measure success?

Monitor delivery, reply, and confirmation rates to gauge responsiveness. Export TextUs data and join it with TMS delivery metrics to measure the impact of SMS on on-time performance.