Texting Guide for Property Management

Property management runs on clear communication and fast coordination. Residents, prospects, and vendors need concise updates they can act on without delay.

TextUs helps property teams send timely messages, confirm appointments, and keep every conversation organized and compliant.

How TextUs Fits Property Management Workflows

TextUs Campaigns let you reach targeted lists from your property management system or CRM. You can message prospects about showings, residents about maintenance windows, and vendors about access details.

When context helps, attach PDFs or images like brochures, move-in checklists, or parking maps so people can prepare quickly.

Keywords such as TOUR, REPAIR, or LEASE route replies into short Sequences that confirm intent and send next steps. This reduces back and forth on basic tasks.

Replies land in the Shared Inbox, where leasing agents, resident services, and maintenance coordinators can assign owners, use Templates, and respond fast.

Integrations keep contacts and conversations synced so history is always available. You can review deliveries, replies, and clicks in TextUs, then export CSVs to connect messages with tours booked, work orders completed, and renewals signed.

What to Set Up First

Connect your CRM or property management platform so contacts and message activity stay in sync. Confirm your business numbers are registered for 10DLC to protect deliverability. Keep opt-out handling on so STOP and UNSUBSCRIBE are processed automatically.

Create Templates for common moments across the resident and prospect journey. Prepare versions for tour confirmations, maintenance scheduling, move-in instructions, and renewal options. Assign Shared Inbox coverage so someone owns replies during business hours and urgent windows.

Build focused segments that map to real tasks. Examples include Upcoming Tours, Move-ins This Week, Renewal Candidates, and Units Under Maintenance. Keep lists specific so your first message is always relevant.

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 “Move-ins This Week.” This makes sure your messages reach the right people.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, welcome to [Community]. Your move-in is set for [Date] at [Time]. Reply INFO for a checklist or PARK for parking instructions.”
3. Attach media: Add a PDF or image when helpful, such as a building map, elevator reservation sheet, or move-in checklist. Attachments help residents arrive prepared.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. Send both to see which gets more replies.
5. Schedule your campaign: Pick a time that matches behavior, such as 48 hours before a tour or the day before maintenance. Schedule recurring sends for weekly availability updates or renewal nudges.
6. Create a keyword: Add keywords such as TOUR, REPAIR, or INFO and reference them 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: Send the requested link or confirm the appointment. Step 2: Follow up 24 hours later if there is no response.”
8. Send and monitor: Launch your campaign, track replies, and respond quickly through the Shared Inbox to lock in appointments or confirm access.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming your tour at [Property] on [Date] at [Time]. I will text gate and parking details one hour before.”
• Step 1 (auto-reply - repair): “Thanks for reporting an issue. Please reply with a photo if possible. We will text a two-hour window as soon as the schedule is set.”
• Step 2 (reminder): “Checking in. Do you still need assistance with the repair at [Unit]? Reply YES to keep or DONE if resolved.”

Segmentation and Personalization Strategy

Segment by lifecycle and task so each text has one clear purpose. Use rules like tour date, move-in date, lease renewal window, service request status, and building or unit group. Exclude recent opt-outs, completed tasks, and residents with open escalations that require a call.

Personalize with first name and one contextual field such as community name, unit, or appointment date. Set fallbacks for missing fields so messages never look broken. Keep each message action oriented so the contact knows exactly how to respond.

Refresh segments on a schedule that matches operational flow. Daily refresh works for tours and move-ins. Hourly refresh can help large properties handle active maintenance tickets. Clean segments improve response rates and reduce noise.

Template Library for Property Management Scenarios

Use a small library of Templates so your team can reply quickly while keeping tone consistent.

• “Hi {{first_name}}, confirming your tour at [Property] on [Date] at [Time]. Reply RESCHEDULE for options.”
• “Thanks for reporting a maintenance issue. Please reply with a photo and preferred access window. We will text the appointment time once scheduled.”
• “Move-in is almost here. Would you like a one-page checklist with elevator, parking, and key pickup details? Reply INFO for the link.”
• “Your lease is up on [Date]. Would you like current renewal options for your unit? Reply YES and I will text the details.”
• “Community update. The water shutoff at [Building] is scheduled for [Date] from [Time] to [Time]. Reply HELP if you have a concern.”

Keep each Template aligned to one goal. Review engagement monthly and retire messages that do not perform. Attach PDFs or images when they remove friction, like maps or checklists.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs each week. Join that data to tours completed, work orders closed, and renewals signed in your CRM. This connects message engagement to operational outcomes.

Preserve the campaign name and variant in a tracking field so you can compare messages over time. Include attachment and keyword fields to see which elements move confirmations or reduce no-shows. Keep a short change log with send time and copy decisions.

Share a one-page weekly summary with delivery rate, reply rate, and completion rates for tours, work orders, or renewals. Highlight what changed and why. Over time, you will see which segments and message styles create the most impact.

Managing Replies in the Shared Inbox

All replies land in the Shared Inbox for full visibility. The first responder assigns the thread to themselves, so the contact speaks with one point of contact. Templates keep answers consistent while a personal line maintains trust.

Use notes and tags to coordinate handoffs. For example, tag maintenance for scheduling windows or leasing for pricing questions. If a contact goes quiet, move them into a brief re-engagement Sequence that checks in with a clear next step.

Keep notifications on during business hours so no one waits. Fast replies reduce missed tours, repeated tickets, and back-and-forth on simple requests. Clear ownership prevents duplicate messages and mixed instructions.

Tracking Results and Improving Performance

Check delivery and replies a few hours after each send. Delivery below 95 percent suggests list or compliance issues that you should fix before the next batch. Compare A and B openings and keep the higher performer for the following week.

If you used links or attachments, review click activity as a signal of interest or preparedness. Export CSVs and reconcile with tours, work orders, and renewals to prove downstream impact. For example, a friendly opener can drive a 15% higher reply rate than a formal tone for tour confirmations.

Use these learnings to refine cadence by task. Tour confirmations may work best 24 hours out, while maintenance updates can be same day. Keep tests small and frequent so insights accumulate.

Compliance and Deliverability for Property Management

Use registered 10DLC numbers to maintain carrier trust. Leave 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 include private resident details in text. Keep messages focused on logistics and next steps that the contact can complete quickly.

If you attach files, keep them lightweight and relevant. Parking maps, access instructions, and move-in checklists are helpful. Residents and prospects should be able to open everything on a mobile device without delay.

FAQs About Texting Guide for Property Management

Can I attach documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Property teams often attach move-in checklists, building maps, and flyers so people can act without searching their email.

Can I schedule recurring reminders for tours or renewals?

Yes. You can schedule campaigns and set them to repeat on daily, weekly, or monthly cycles. Many teams use recurrence for weekly availability updates, monthly renewal reminders, or periodic service notices.

How do Keywords and Sequences help with routine tasks?

When contacts reply with a keyword like TOUR, REPAIR, or INFO, TextUs can enroll them automatically in a Sequence. The first step confirms intent or sends a link, and a later step checks back if there is no response. This keeps routine communication consistent without manual effort.

How does the Shared Inbox keep staff aligned?

All replies appear in one place, so leasing, resident services, and maintenance can see context and avoid duplicates. You can assign ownership and use Templates for fast, consistent answers. Notes and tags make handoffs to the right team straightforward.

What metrics should I track to prove value?

Start with delivery, reply, and click rates to measure engagement. Export CSVs and join them to tours, work orders, and renewals to see how texting changes real outcomes. A weekly report shows which segments and times drive the most confirmations.