Texting Guide for SaaS

SaaS companies rely on speed, personalization, and timing to convert prospects into paying customers. TextUs helps sales, marketing, and success teams connect with users faster through conversational texting that scales.

This guide shows how to use TextUs to increase response rates, schedule more demos, and improve user engagement.

Why SaaS Teams Use TextUs

SaaS workflows depend on quick communication with leads and customers. TextUs makes that easy with campaigns that feel personal, keywords that capture intent, and automations that save time.

You can send messages directly from your CRM, attach PDFs or images when context helps, and track every conversation in one place. Keywords like "DEMO" or "TRIAL" automatically enroll contacts into a short sequence that follows up with reminders or links.

Replies appear in the shared inbox, where teammates can assign owners and respond quickly using templates. Metrics like delivery, reply, and click rates show what works, and CSV exports let you report results in your CRM.

Before You Start

To get results with TextUs, set up your tools and team before sending campaigns.

Connect your CRM or ATS so contacts sync and every message is logged. Make sure your texting numbers are registered for 10DLC, and that opt-out handling is enabled to stay compliant.

Create short templates for common replies like pricing, scheduling, or feature questions. Assign inbox coverage so someone is always available to respond to demo requests and trial messages.

Keep your lists clean and segment users, for example, “Leads Without a Demo in 30 Days” or “Active Trials in Last 14 Days.”

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 “Active Trials.” This makes sure your messages reach the right users.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, noticed you’ve been testing [Product]. Want a quick walkthrough to see how it can [value point]? Reply DEMO and I’ll send a link.”
3. Attach media: Add a PDF or image if helpful, such as a one-pager or setup visual. Attachments help users make faster decisions.
4. Set up an A/B test: Create a second version that changes one element, like the opening line or call to action. Send both to see which gets more replies.
5. Schedule your campaign: Pick a send time when engagement is highest, usually midweek during business hours. You can also set recurring sends for ongoing trial users.
6. Create a keyword: Add a keyword such as DEMO or START and reference it in your message. When a user 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: Confirm their interest and send a demo link. Step 2: Follow up 24–48 hours later if they haven’t responded.”
8. Send and monitor: Launch your campaign, monitor reply rates, and review which message version performs better. Follow up quickly through the shared inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for your interest! Here’s your demo link: [short URL].”
• Step 2 (reminder): “Checking in—did you get a chance to review [Product]? I can send a quick PDF overview if that helps.”

Segmentation and Personalization Strategy

You should segment SaaS audiences around intent and lifecycle. Start with CRM rules that pull people based on trial status, last login, or demo activity, and exclude those who recently opted out or already converted. Sync those lists to TextUs on a schedule so they stay current.

Use simple, meaningful personalization. Include the first name and one contextual detail, such as the product plan or feature of interest. Keep your tone human and limit messages to one action per text.

Maintain segmentation quality with a monthly audit. Review engagement per segment and adjust frequency if reply rates fall. When segments underperform, review message relevance instead of increasing send volume.

Template Library for SaaS Scenarios

Store a small library of reusable templates in TextUs so every rep can send messages that fit the funnel stage. Each template should have one clear goal and sound natural when sent individually. Attach a PDF or image only when it helps the contact decide faster.

• “Hi {{first_name}}, quick question about [use case]. Want a 10-minute walkthrough to see how we handle it? Reply DEMO and I’ll send a link.”
• “Thanks for trying [Product]. Do you want a quick setup PDF that shows how to reach value in under five minutes?”
• “Hi {{first_name}}, your trial ends soon. Want me to extend it while you finish testing integrations? Reply YES if that helps.”
• “Hey {{first_name}}, we just released [feature]. Would you like a short video link showing how it works?”
• “Hi {{first_name}}, your renewal date is next month. Want me to text a one-pager about new tools your team can use?”

Keep message length short and conversational. Review performance monthly and update wording based on reply data from TextUs analytics.

Reporting and Attribution Workflow

Set up a clear reporting rhythm so you can connect TextUs activity to CRM outcomes. Export deliveries, replies, and clicks weekly, then join that file to demo and deal records using phone or email as the match key. This helps you measure reply-to-demo and demo-to-deal conversion.

Tag each campaign with a version label like “Week32_A” or “Week32_B.” Keep those tags in your CRM fields so you can trace which messages led to the most booked demos. Record attachment use and keyword triggers in the same sheet.

Run a brief weekly summary that shows delivery rate, reply rate, click rate, and overall demo rate. Highlight changes when reply rates improve or drop so your team knows what message tone or timing performed best.

Managing Replies in the Shared Inbox

When replies arrive, TextUs shows them in a single inbox view. The first teammate to respond should assign the conversation to themselves to avoid overlap.

Use templates for repeat questions, like “Does this integrate with HubSpot?” or “How do I add users?” Add a personal line to keep the tone natural.

If a question requires a technical answer, hand it off to a product specialist and leave a short note for context. Quick replies and clear ownership prevent delays that can cost conversions.

Tracking Results and Improving Performance

Check delivery and reply rates after your first send. Low delivery can mean a list or a 10DLC issue. Compare A/B test results to see which message tone works best.

If your campaign included a link or attachment, review click data to gauge interest. Export a CSV from TextUs and join it with CRM data to see how SMS efforts connect to booked demos and conversions.

Example: After two sends, the informal opener had a 15% reply rate compared to 10% for the formal version. Keeping that tone improved response consistency over time.

Compliance and Deliverability for SaaS

Use registered 10DLC numbers for all SaaS messaging to ensure carriers verify your traffic. Keep opt-out handling on so users can reply STOP or UNSUBSCRIBE at any time.

Include a short line such as “Reply STOP to opt out” in your first message. Avoid using all caps or multiple links, which can trigger filters.

A weekly or biweekly send cadence works best for SaaS teams, especially when reaching trial users or existing customers. If you include media, keep files small and relevant to improve loading time and delivery.

FAQs About Texting Guide for SaaS

Can I attach documents or images to my texts?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. SaaS teams often use visuals like product screenshots or feature sheets to give quick context.

Can I schedule recurring messages?

Yes. TextUs lets you set specific send times and repeat schedules. This helps automate recurring outreach to new signups or trial users each week.

How do keywords and sequences work together?

Create a keyword like DEMO and mention it in your campaign. When someone replies with it, TextUs automatically adds them to a sequence that confirms interest and sends follow-ups. This keeps engagement consistent without manual effort.

How does the Shared Inbox work for SaaS teams?

All replies land in one inbox where your team can see, assign, and respond. Templates help ensure replies are fast and accurate, and ownership tracking prevents overlap between reps.

What metrics should SaaS teams monitor?

Focus on delivery, reply, and click rates. Export data as a CSV and connect it to CRM results to measure how texts influence demo bookings or upgrades.