Texting Guide for Payment Reminders

Payment reminders work when messages are clear, respectful, and easy to act on. Customers want a secure link, a simple choice, and a quick path to a receipt. TextUs helps finance, billing, and account teams send concise reminders that can reduce aging balances and improve cash flow.

How TextUs Fits Payment Reminder Workflows

TextUs Campaigns can reach targeted payer lists from your billing or CRM system with one specific action per message. You can attach PDFs or images like invoices, statements, or one-page instructions so customers can see what is due at a glance.

Keywords such as PAY, BILL, HELP, or RECEIPT can route replies into Sequences that confirm intent and can send secure links automatically.

Replies appear in the Shared Inbox where billing and support can assign owners, answer questions with templates, and log notes. Integrations can sync contacts and conversation history to your system of record so collections are traceable.

Inside TextUs, you can review deliveries, replies, and clicks, then export CSVs to connect reminders with payments received and DSO movement.

What to Set Up First

Connect your billing, ERP, or CRM so balances, due dates, and contacts can sync in both directions. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically. Align with compliance on sensitive data rules, quiet hours, and which documents you can attach.

Create templates for high-volume moments. Prepare versions for first notice, upcoming due, past due, partial payment options, and receipt confirmation. Assign Shared Inbox coverage by hours and account tier so someone can respond quickly.

Build focused segments that match your cycle. Examples include Due in 7 Days, Due Today, Past Due 1 to 15 Days, Past Due 16 to 30 Days, High-Value Accounts, and Payment Plans. Smaller lists can keep each first touch relevant and reduce fatigue.

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 “Past Due 1 to 15 Days.” This can make sure your message reaches the right accounts.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, your invoice [#] for [Amount] is past due. Reply PAY for a secure link or HELP with a question.”
3. Attach media: Add a PDF when helpful, such as the invoice or a one-page payment guide. Attachments can reduce back-and-forth and disputes.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. You can compare reply and click rates to choose the winner.
5. Schedule your campaign: Send at business-hour windows by region. You can set a recurrence for weekly sweeps and a same-day reminder at 3 PM local time.
6. Create a keyword: Add a keyword such as PAY, BILL, or HELP and reference it in your message. When the customer replies with that word, TextUs can recognize it automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the secure payment link or self-service portal. Step 2: Follow up after 24 hours if there is no response.”
8. Send and monitor: Launch your campaign, watch reply and click rates, and route edge cases to an owner in the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for the quick reply. Here is your secure payment link: [short URL]. Reply RECEIPT when paid.”
• Step 2 (reminder): “A quick reminder about invoice [#]. You can complete payment here: [short URL]. Reply HELP if you need an extension.”

Segmentation and Personalization Strategy

Segment by due date, balance, and account type so each message can drive one action. Useful dimensions include days past due, balance tier, contract status, and payment plan eligibility. Exclude opt-outs and accounts in dispute or already paid.

Personalize lightly with first name and one context field such as invoice number, amount, or due date. Example: “Hi {{first_name}}, your invoice [#] for [Amount] is due on [Date]. Reply PAY for a secure link.” Set fallbacks for missing fields so no message looks broken.

Refresh segments daily for active cycles and twice daily at month's end. Clean segments can protect deliverability and prevent duplicate notices.

Template Library for Payment Reminder Scenarios

Maintain a compact, approved library your team can send without rewriting. Keep one goal per message and one clear action.

• “Hi {{first_name}}, friendly reminder that invoice [#] for [Amount] is due on [Date]. Reply PAY for a secure link or HELP with a question.”
• “Your payment for invoice [#] is past due. Want to resolve now? Reply PAY and I can text your secure link.”
• “We can set a short payment plan if helpful. Reply PLAN to see your options.”
• “Thank you for the payment. Want a PDF receipt? Reply RECEIPT and I will send it.”
• “We detected a failed attempt. Want a fresh link? Reply LINK and I will resend.”

Review the template performance monthly with compliance. Retire low performers, tighten tone, and keep attachments small so they can open quickly on mobile.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with billing outcomes such as payments received, partial plans started, disputes resolved, and DSO trend. Preserve campaign name, segment, keyword, variant, and send time so you can run cohort analysis.

Track reply-to-click, click-to-payment, and payments per 100 sends. Slice by balance tier and aging bucket to see where SMS has the most lift. Publish a one-page summary showing delivery rate, reply rate, collected amount, and the top-performing opener.

Billing Cycles, Collections, and Receipts

Use a three-touch series for standard reminders. Start with a friendly upcoming-due prompt, follow with a due-today link, and finish with a courteous past-due notice that includes HELP for questions. Keep each message short and focused on one path.

Offer simple plan options for accounts that need time. A PLAN keyword can return a portal link or connect the customer with billing to set terms. Confirm each plan in writing and save a note in the Shared Inbox.

Close the loop with a receipt. A RECEIPT keyword can send a PDF confirmation and a short thank-you line. Clear closure reduces repeat questions and support load.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox so finance, billing, and support see the same context. The first responder assigns the thread to themselves so ownership is clear. Templates can standardize answers, while one personal line can maintain a professional tone.

Use tags like Upcoming Due, Past Due, Plan, Dispute, and Paid to organize threads. Add a brief note before forwarding to accounting or success team so context travels with the conversation. If someone goes quiet, you can move them into a brief re-engagement Sequence with one clear option.

Compliance and Deliverability for Payment Reminders

Use registered 10DLC numbers for all billing traffic. 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 sending sensitive payment data in SMS. Use secure links for portals, invoices, and plan setup. Limit links and punctuation to reduce spam flags and keep messages easy to read.

Keep attachments relevant and lightweight, such as invoices or statements. Send during local business hours and match cadence to the billing cycle so messages feel helpful.

FAQs About Texting Guide for Payment Reminders

Can I attach invoices or statements to my texts?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Billing teams often attach invoices, statements, or one-page payment guides so customers can act quickly.

Can I automate follow-ups for late payments?

Yes. You can schedule and repeat campaigns or connect Keywords and Sequences to automate these steps. A reply with PAY or PLAN can trigger the secure link now and a reminder later if there is no response.

How do Keywords and Sequences speed up collections?

When someone replies with a keyword like PAY or RECEIPT, TextUs can enroll them in a Sequence. The first step can send the correct link or document, and the second can confirm completion or offer help.

How does the Shared Inbox help finance and support collaborate?

All replies appear in one shared view so teams can assign owners, tag threads, and add notes for clean handoffs. This can prevent duplicate outreach and keep the collection activity visible.

What metrics should I track to prove impact?

Start with delivery, reply, click, and payments per 100 sends. Export TextUs data and match it with aging, write-offs, and DSO. Weekly summaries can show which segments and messages can collect the fastest.