Texting Guide for Re-Engagement

Re-engagement means turning quiet customers and leads back into active participants. You can revive interest with short, helpful messages that offer one clear action. TextUs can help you identify the right segments, deliver concise prompts, and measure which touches reopen conversations.

How TextUs Fits Re-Engagement Workflows

TextUs Campaigns can reach dormant leads, inactive customers, and lapsed subscribers with concise outreach tied to one intent. You can attach PDFs or images like a product one-pager, a limited offer, or a quick start card so people can see value instantly.

Keywords such as RETURN, DEMO, GUIDE, or OFFER can route replies into Sequences that confirm interest and can send the next step automatically.

Replies can land in the Shared Inbox, where marketing, sales, and success can assign owners and respond with templates. Integrations can sync conversations to your CRM or billing system so every touch is logged.

Inside TextUs, you can see deliveries, replies, and clicks, and you can export CSVs to connect re-engagement with reopen rates, meetings, and revenue.

What to Set Up First

Connect your CRM or data warehouse so lifecycle fields and suppression logic can sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically. Align on which offers or resources you can provide by segment so outreach stays targeted.

Create templates for three motions: value reminder, fresh outcome, and offer-based prompt. Define Shared Inbox coverage by team and hours so replies can get fast attention. Build segments such as Inactive 30 to 60 Days, Trial Expired, Churned Last 90 Days, and No Activity Since Feature Launch.

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 “Inactive 30 to 60 Days.” This can make sure outreach targets people most likely to return.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, we added [New Feature] that helps with [Outcome]. Want a 2-minute look? Reply DEMO and I can text a link.”
3. Attach media: Add a one-pager, checklist, or short comparison image. Attachments can show value quickly without sending people elsewhere.
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 or click rates to keep the winner.
5. Schedule your campaign: Send at a time when responses are likely, such as mid-morning on weekdays. You can set a recurrence for a two-touch reminder series.
6. Create a keyword: Add a keyword such as DEMO, GUIDE, or OFFER and reference it in your message. When someone replies, TextUs can recognize it automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the link or incentive. Step 2: Follow up after 24 to 48 hours if there is no response.”
8. Send and monitor: Launch your campaign, watch replies, and route high-interest contacts to an owner in the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for the interest. Here is the quick link: [short URL]. Reply HELP if you want a 10-minute walkthrough.”
• Step 2 (reminder): “Still want the overview for [Outcome]? The link is here: [short URL]. I can text a one-page checklist if easier.”

Segmentation and Personalization Strategy

Segment by recency, value, and reason for lapse so each message can match intent. Examples include Last Seen 30 Days, Last Purchase 90 Days, Trial Expired, Canceled on Price, and Feature Never Used. Exclude recent opt-outs and anyone who reactivated in the last 7 days.

Personalize lightly with first name and one contextual field such as product, plan, or feature. Example: “Hi {{first_name}}, many [Plan] users activate [Feature] first. Want a quick tip sheet?” Set fallbacks so no message can look broken.

Refresh segments daily for product updates and weekly for offer programs. You can add a cap so no contact receives more than one re-engagement text in a rolling 7-day window.

Template Library for Re-Engagement Scenarios

Keep a compact library that maps to your three motions. Each message should drive one action.

• “Hi {{first_name}}, we made [Feature] easier so you can get to [Outcome] faster. Reply GUIDE for a 2-minute setup card.”
• “Quick check in on [Product]. Want a short demo with the latest updates? Reply DEMO and I can text times.”
• “We would love to have you back. Reply OFFER for a return discount and a quick start link.”
• “Miss the last webinar? Reply REPLAY and I can send the recording.”
• “Ready to restart your account? Reply RETURN for your reactivation link.”

Review the template performance monthly with compliance. You can retire low performers, track which tones lift replies, and keep attachments small so files can open quickly on mobile.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with CRM or billing outcomes such as reactivations, purchases, meetings booked, and upgrades. Preserve campaign name, segment, keyword, and variant fields so you can run cohort analysis.

Track reply-to-reactivation and click-to-purchase rates by segment and offer type. Include send time and attachment variables so you can see which assets can move people back to active. Publish a one-page summary with delivery rate, reply rate, reactivation rate, and revenue per 100 sends.

Offer Design and Value Reminders

Lead with value before price so contacts can see why returning makes sense. A short benefit statement plus a GUIDE keyword can reframe the product. You can introduce incentives only after interest returns.

Use time-bound offers sparingly so messages can stay credible. One prompt can present an offer, and the follow-up can provide a link if the person did not respond. Avoid stacking multiple incentives in the same week.

For content-led re-engagement, match the asset to the gap. If usage stalls at activation, you can send a quick start card. If the value was unclear, you can send a case study that shows the outcome.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox for visibility across marketing, sales, and success. The first responder can assign the thread to themselves so the contact has one owner. Templates can keep answers consistent, while a short personal line can maintain tone.

Use tags like Reactivated, Demo, Offer, and Help Needed to organize threads. Add notes before forwarding to sales or support so context can travel. If someone goes quiet, you can move them into a low-frequency Sequence with one clear option.

Keep notifications on during business hours by region. Fast replies can increase conversion and reduce the number of touches required.

Tracking Results and Improving Performance

Check delivery and reply metrics a few hours after each send. Delivery below 95 percent can signal list or registration issues that you should fix before the next batch. Compare A and B variants weekly and standardize on the stronger performer.

If your text included a link or attachment, review clicks as a readiness signal. Export CSVs and reconcile with reactivations, meetings, and purchases to prove impact. Small changes to opener length and send time can lift reply rate by 15% or more in early cycles.

Tune cadence by segment. Recent inactives can respond to one prompt and one reminder, while churned users may need a value touch first and an offer later. Keep tests small so learning can compound.

Compliance and Deliverability for Re-Engagement

Use registered 10DLC numbers for all re-engagement 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 payment data in SMS. Use secure links for portals, invoices, and sign-in.

Keep attachments lightweight and relevant so people can open them quickly on mobile. Send during local hours and cap frequency so texts can feel welcome rather than intrusive.

FAQs About Texting Guide for Re-Engagement

Can I attach incentives or guides to my re-engagement texts?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. You can attach one-pagers, checklists, or limited offers so people can act without leaving the thread.

Can I automate reactivation flows after someone replies?

Yes. You can schedule and repeat campaigns or connect Keywords and Sequences to automate steps. A reply with RETURN, DEMO, or OFFER can trigger links and reminders so the process can finish quickly.

How do Keywords and Sequences improve re-engagement results?

When someone replies with a keyword like GUIDE or OFFER, TextUs can enroll them in a Sequence. The first step can send the exact link, and the second step can check back if they did not respond.

How does the Shared Inbox help multiple teams coordinate re-engagement?

All replies appear in one shared view so marketing, sales, and success can stay aligned. You can assign owners, tag threads, and use templates for consistent answers that can move people forward.

What metrics should I track to prove re-engagement impact?

Track delivery, reply, click, and reactivation rates. Export TextUs data and join it with CRM or billing outcomes like purchases, meetings, or plan restarts. Weekly reviews can show which segments and tones can bring people back fastest.