Texting Guide for Onboarding

Onboarding works best when messages are clear, timed to milestones, and easy to act on. New customers and employees want quick wins, not long instructions. TextUs helps teams guide people through setup and first actions with short SMS that can keep progress moving.

How TextUs Fits Onboarding Workflows

TextUs Campaigns can reach new customers, users, or employees from your CRM, HRIS, or LMS with one action per message. You can attach PDFs or images like welcome guides, setup checklists, or quick start visuals so recipients can act without opening email.

Keywords such as START, GUIDE, or HELP can route replies into Sequences that acknowledge intent and can send links automatically.

Replies appear in the Shared Inbox, where success, support, or HR can assign ownership and keep tone consistent with templates. Integrations can sync contacts and message history back to your system of record so onboarding steps are traceable.

You can review deliveries, replies, and clicks, then export CSVs to connect messages with activations, completions, or certifications.

What to Set Up First

Connect your CRM, HRIS, or LMS so lists, roles, and stage fields can sync in both directions. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically. Define your onboarding phases and timing so messages map to welcome, setup, first use, and feedback.

Create templates for milestone moments. Useful sets include welcome, account setup, first value tip, training reminder, and completion survey. Assign Shared Inbox coverage by team and hours so someone can answer questions quickly.

Build focused segments that reflect the journey stage. Examples include New Customers 0 to 7 Days, Trial Users Day 3, Employees Week 1, Course Not Started, and Certification Due in 7 Days. Smaller lists can raise relevance and protect deliverability.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your system, such as “New Customers 0 to 7 Days.” This can make sure your message reaches people who need the next step.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, welcome to [Brand]. Ready to get set up in 2 minutes? Reply START and I will text your checklist.”
3. Attach media: Add a quick start PDF or single image if it helps people act. Attachments can reduce confusion and tickets.
4. Set up an A/B test: Create a second version that changes one element, like the opener or call to action. Compare reply or click rates and keep the winner.
5. Schedule your campaign: Send welcome messages immediately, then follow with a day 3 tip and a day 7 check-in. Use recurrence for multi-step training programs.
6. Create a keyword: Add a keyword such as START, GUIDE, or HELP and reference it in your message. When someone replies, TextUs can recognize and route automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the setup link or checklist. Step 2: Follow up after 24 hours if there is no progress.”
8. Send and monitor: Launch your campaign, watch reply rates, and handle questions quickly in the Shared Inbox.

Example sequence messages:

• Step 1 (auto reply): “Thanks for joining. Here is your quick start checklist: [short URL]. Reply HELP if you want a live walkthrough.”
• Step 2 (reminder): “Checking in on setup. Do you want a one-page tip sheet or a booking link for a 10-minute call?”

Segmentation and Personalization Strategy

Segment by lifecycle, role, and progress so each text drives one action. Useful dimensions include plan tier, course status, feature adoption, and region. Exclude opt-outs and contacts who have already completed the step.

Personalize lightly with first name and one safe context field such as product, role, or course. Example: “Hi {{first_name}}, your [Course] starts today. Reply GUIDE for the agenda.” Set fallbacks for missing fields so no message looks broken.

Refresh early-stage segments daily and training segments twice per week. Clean lists can reduce duplicates and lift reply rates.

Template Library for Onboarding Scenarios

Keep a compact set of reusable templates your team can send without rewriting. One goal per message, one clear action.

• “Hi {{first_name}}, welcome to [Brand]. Reply START for your 2-minute setup checklist.”
• “Quick tip that gets you to first value fast. Reply GUIDE for a one-page walkthrough.”
• “Training starts tomorrow at [Time]. Reply CONFIRM to save your seat or LATER for other times.”
• “Not started yet. Want me to text the login and first step? Reply HELP.”
• “Nice work finishing step one. Want the next checklist? Reply NEXT.”

Review the template performance monthly with compliance. Retire low performers, track which tones lift replies, and keep files lightweight so they open quickly on mobile.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with CRM, HRIS, or LMS outcomes like activations, course starts, certifications, and first value events. Preserve campaign name, segment, keyword, variant, and send time so you can run cohort analysis.

Track reply to activation and activation to completion rates by segment. Include attachment and link usage to see whether checklists or videos move outcomes. Publish a one-page summary that shows delivery rate, reply rate, and completion rate for each program.

Milestone Mapping and First Value

Map each message to a clear milestone so recipients always know what to do next. Welcome should lead to login and setup. The setup should lead to the first value action that proves why the product or program matters.

Use short prompts with one benefit and one path. Example: “Set alerts in 60 seconds. Reply GUIDE for the steps.” If a cohort stalls, send a single reminder with a booking option for help.

Measure time to first value. Fast wins can predict retention, so keep these messages at the top of the sequence and remove any extra clicks.

Training, Certification, and Change Management

For training, schedule a three-touch flow around each session. Send the invite, a day before reminder, and a day of reminder with a link to join. Offer an INFO keyword that returns a one-page agenda.

For certification, segment by due date and role. A short reminder with a GUIDE keyword can return a prep card, while a second step shares the exam link. Keep language supportive and clear.

For change management, announce what changed, why it matters, and where to learn more. Attach a one-pager and ask for ACK to confirm. Route questions in the Shared Inbox so leaders can see themes quickly.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox so success, support, and HR see the same context. The first responder assigns the thread to themselves so the participant has one owner. Templates can standardize answers, and a short personal line can build rapport.

Use tags like Welcome, Setup, Training, Certification, and Help Needed to organize threads. Add notes before forwarding to a specialist so context can travel with the conversation. Keep notifications on during local business hours so blockers are cleared quickly.

Compliance and Deliverability for Onboarding

Use registered 10DLC numbers for all onboarding messages. Keep opt-out handling on so STOP and UNSUBSCRIBE can process 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 personal or payroll data in SMS. Use secure links for portals, assessments, and document uploads.

Keep attachments relevant and small. Welcome cards, checklists, and short agendas should open quickly on mobile. Send during local hours and match cadence to the onboarding timeline.

FAQs About Texting Guide for Onboarding

Can I attach checklists or welcome guides to my texts?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Onboarding teams often attach quick start cards, agendas, or setup guides so people can act immediately.

Can I automate reminders for setup and training?

Yes. You can schedule and repeat campaigns or connect Keywords and Sequences to automate these steps. A reply with START or GUIDE can trigger links now and a timed reminder later.

How do Keywords and Sequences speed up the first value?

When someone replies with a keyword like START or HELP, TextUs can enroll them in a Sequence. The first step can send the exact link, and the second can check progress if there is no reply.

How does the Shared Inbox help success, support, and HR collaborate?

All replies appear in one shared view so teams can assign owners, tag threads, and add notes for handoffs. This can prevent duplicate outreach and keep onboarding momentum high.

What metrics should I track to prove onboarding impact?

Start with delivery, reply, activation, and completion rates. Export TextUs data and join it with CRM or LMS outcomes like time to first value and certification rates. Weekly summaries can show which segments and messages can move people fastest.