Texting Guide for Retail

Retail communication thrives on speed and personalization. Staff, suppliers, and customers all need real-time updates they can act on. TextUs helps retail teams manage promotions, inventory updates, and workforce coordination through fast, reliable SMS communication.

How TextUs Fits Retail Workflows

TextUs Campaigns let you reach segmented groups (customers, store staff, or vendors) from your CRM or POS system with short, actionable messages. You can attach PDFs or images like coupon codes, product sheets, or display visuals so recipients can act right away.

Keywords such as SALE, STOCK, or APPLY route replies into Sequences that automate confirmations and follow-ups.

Replies appear in the Shared Inbox, where marketing and operations teams can assign ownership and respond quickly using templates. Integrations keep the communication history synced with your CRM or inventory system.

You can monitor deliveries, replies, and clicks in TextUs and export CSVs for performance and attribution reporting.

What to Set Up First

Connect your CRM or POS platform so contacts and message history stay synchronized. Make sure your numbers are registered for 10DLC and keep opt-out handling active so STOP and UNSUBSCRIBE are processed automatically.

Create templates for recurring retail workflows such as promotion alerts, inventory restocks, employee scheduling, and loyalty program updates. Assign Shared Inbox coverage by shift so customer replies are handled in real time.

Segment your lists for clarity. Common segments include VIP Customers, Store Staff by Location, New Subscribers, or Out-of-Stock Waitlists. Smaller, well-defined lists improve engagement and maintain relevance.

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 “VIP Customers.” This ensures your message goes to engaged contacts.
2. Write your message: Keep it short and direct. Example: “Hi {{first_name}}, early access starts now. Get 20% off new arrivals—reply SALE for your discount link.”
3. Attach media: Add a PDF or image if useful, such as a coupon, product lineup, or event invite. Attachments drive faster conversions.
4. Set up an A/B test: Create a second version that changes one detail, like tone or call to action. Compare reply and click rates.
5. Schedule your campaign: Send during high-traffic windows, like morning commutes or early evenings. Use recurrence for weekly promos or back-in-stock alerts.
6. Create a keyword: Add a keyword such as SALE, APPLY, or INFO and reference it in your message. When someone replies with that word, TextUs automatically recognizes and processes it.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the promo link or instructions. Step 2: Follow up after 24 hours if no click.”
8. Send and monitor: Launch your campaign and track replies, clicks, and conversions in TextUs.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for your interest! Here’s your exclusive link: [short URL]. Let me know if you want help picking a style.”
• Step 2 (reminder): “Just checking in—your 20% offer expires tonight! Use [short URL] before midnight.”

Segmentation and Personalization Strategy

Segment contacts by lifecycle stage, purchase behavior, or engagement level. Examples include New Subscribers, Frequent Buyers, Cart Abandoners, or Recently Lapsed Customers. Regularly refresh these lists to keep targeting accurate.

Personalize messages with the first name and one contextual detail, such as product category or promotion type. Example: “Hi Sarah, your favorite denim line just restocked.” Avoid overusing variables; simple, relevant context works best.

Audit segments monthly to maintain deliverability. Remove unsubscribed or inactive contacts and monitor engagement trends. Clean segments help your messages reach inboxes and keep reply rates high.

Template Library for Retail Scenarios

Build a small template library that matches your most common retail communication needs. Keep tone friendly and concise.

• “Hi {{first_name}}, early access starts now! Get 20% off new arrivals. Reply SALE for your link.”
• “Your item is back in stock! Reply YES to reserve it for pickup today.”
• “Flash Sale—today only! Reply LINK to see discounted styles before they’re gone.”
• “Reminder: Your appointment at [Store Name] is scheduled for [Date] at [Time]. Reply CONFIRM or RESCHEDULE.”
• “We’d love your feedback! Reply RATE to leave a quick review about your recent visit.”

Review the template performance monthly with compliance. Remove outdated campaigns and note which copy versions deliver higher engagement. Attach visuals when they add clarity, not clutter.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Match those metrics to CRM data for purchase events, appointment completions, or in-store visits. Use campaign names and variant labels to measure results over time.

Track reply-to-click and click-to-purchase rates by segment and promotion type. Preserve attachment and keyword data for analysis so you can spot patterns in what drives engagement.

Summarize results in a one-page weekly report with delivery rate, reply rate, click rate, and conversion rate. Add short notes about changes to copy or send time so trends stay visible for future optimization.

Promotions and Customer Engagement

TextUs lets you deliver promotions that feel conversational instead of broadcast. Schedule recurring texts for loyalty updates, store openings, or holiday events. Use Keywords to trigger follow-up sequences so your best customers stay active.

For example, a contact who replies SALE could receive an instant coupon link and a reminder 24 hours later if they haven’t clicked. These lightweight automations improve conversion without extra manual work.

Monitor timing closely. Morning and evening messages perform best for customer campaigns, while midday works for staff coordination or vendor updates. Always match send cadence to audience habits.

Managing Replies in the Shared Inbox

All replies flow into the Shared Inbox for full visibility. The first team member to respond assigns ownership so customers get a consistent experience. Templates help staff answer quickly while maintaining a friendly tone.

Tag conversations by type (Customer, Vendor, or Staff) and note key details before forwarding to the right department. Use short notes for handoffs so context isn’t lost.

Enable notifications during business hours to prevent reply delays. Prompt, clear responses build trust and encourage repeat visits.

Tracking Results and Improving Performance

Review delivery and reply metrics after each campaign. Delivery below 95% indicates a list issue that needs cleanup. Compare A/B results weekly and adopt the stronger version moving forward.

Track click-through on URLs to measure real interest. Export CSVs to match replies and clicks with sales in your CRM. For example, conversational tones typically raise engagement by 15% compared to formal messages.

Keep testing timing and offer wording. Midweek promotions often drive higher engagement, while Sunday reminders perform best for loyalty programs.

Compliance and Deliverability for Retail

Use registered 10DLC numbers to ensure carrier trust and smooth delivery. Keep opt-out handling active so STOP and UNSUBSCRIBE requests are processed automatically. Include a short line in your first message, such as “Reply STOP to opt out.”

Avoid spam triggers like all caps, excessive links, or emoji-heavy messages. Send during local retail hours for each region. Keep attachments lightweight and relevant. Flyers, lookbooks, and coupon images should load instantly on mobile.

Follow internal brand and compliance guidelines to maintain trust with your audience. Clear, transparent messaging keeps customers engaged and carriers cooperative.

FAQs About Texting Guide for Retail

Can I attach images or coupons to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Retail teams often attach product photos, discount codes, and flyers to improve engagement.

Can I schedule recurring promotions?

Yes. You can schedule and repeat campaigns weekly or monthly. Many retail teams automate new arrival alerts, holiday promotions, and loyalty point reminders.

How do Keywords and Sequences improve campaign flow?

When contacts reply with a keyword like SALE or APPLY, TextUs can enroll them automatically in a Sequence. The first message delivers the link or offer, and a second reminder follows later if they haven’t responded.

How does the Shared Inbox help with customer service?

All replies appear in one shared view so staff can collaborate. You can assign owners, tag threads, and use templates for quick responses. This keeps customer interactions consistent and efficient.

What metrics should I track to measure success?

Monitor delivery, reply, and click rates for each campaign. Export TextUs data and match it to CRM conversions or in-store sales. Weekly reviews reveal what drives engagement and revenue growth.