Texting Guide for Small Business Owners

Small business owners manage customers, employees, and vendors while keeping daily operations smooth. Short texts can save time, improve response rates, and strengthen relationships. TextUs helps you centralize conversations so nothing gets lost between calls and emails.

How TextUs Fits Small Business Workflows

TextUs Campaigns can reach customers, team members, and suppliers with focused updates. You can attach PDFs or images such as invoices, menus, schedules, or offers so people can act directly from the message.

Keywords like CONFIRM, PAY, or HELP can enroll replies into Sequences that automate follow-ups or reminders.

Replies appear in the Shared Inbox, allowing owners or managers to collaborate on questions and service requests. Integrations can log messages, appointments, and payments in your CRM or POS. You can track deliveries, replies, and clicks, then export CSVs for customer or performance reporting.

What to Set Up First

Connect your CRM, booking, or POS system so customer data and conversations sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE process automatically.

Define segments such as Active Customers, Open Invoices, Upcoming Appointments, and Promotions List. Create templates for confirmations, payments, updates, and special offers. Assign Shared Inbox coverage to team members during business hours so no message goes unanswered.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment such as “Upcoming Appointments - This Week.” This ensures your message reaches the right people.
2. Write your message: Keep it simple and helpful. Example: “Hi {{first_name}}, this is [Business Name]. Confirm your appointment for [Date] at [Time]? Reply CONFIRM or HELP to reschedule.”
3. Attach media: Add a menu, discount flyer, or product image if it helps the reader decide faster.
4. Set up an A/B test: Try two tones (friendly vs. direct) to see which earns better replies. Keep the higher performer.
5. Schedule your campaign: Send reminders 24 hours before appointments or at predictable times for offers.
6. Create a keyword: Add a keyword such as CONFIRM, PAY, or INFO and include it in your message. TextUs can handle replies automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. Example: “Step 1: Confirm booking or payment. Step 2: Send a thank-you or receipt after 24 hours.”
8. Send and monitor: Launch your campaign, track replies, and assign owners to follow up promptly.

Example sequence messages:

• Step 1 (auto-reply): “Thanks, {{first_name}}! Your appointment is confirmed for [Date] at [Time].”
• Step 2 (reminder): “Looking forward to seeing you tomorrow! Reply HELP if you need to reschedule.”

Segmentation and Personalization Strategy

Segment customers by purchase frequency, booking status, or location. Useful lists include Regular Clients, New Leads, Lapsed Customers, and Loyalty Members. Exclude anyone who opted out or completed their service.

Personalize messages with first name and relevant context. Example: “Hi {{first_name}}, it’s [Business Name]. Ready for your next cleaning? Reply BOOK and I’ll send available times.” Use fallbacks so messages stay clean even when data is missing.

Update lists weekly to keep segments fresh. Personalization can boost reply rates and conversions.

Template Library for Small Business Scenarios

Keep a small library that covers your common messages. Each should have one goal and one clear action.

• “Hi {{first_name}}, thanks for visiting [Business Name]! Want to book your next service? Reply BOOK.”
• “Your invoice for [Service] is ready. Reply PAY for the secure link.”
• “Special offer this week only: [Discount]. Want the details? Reply INFO.”
• “Reminder: your appointment is [Date] at [Time]. Reply CONFIRM or HELP to change.”
• “Quick question—how was your experience today? Reply REVIEW to share feedback.”

Review the template performance monthly with compliance. Keep attachments under 1 MB and remove outdated offers.

Reporting and Attribution Workflow

Export deliveries, replies, clicks, and keyword data from TextUs weekly. Join that with sales or booking data from your CRM or POS. Keep campaign names, send times, and keywords consistent to make results easy to compare.

Track confirmation rates, payment completions, and customer rebooking. Compare message timing, tone, and offers to learn what drives responses. Share results with your team for process improvements.

Promotions and Customer Retention

Use TextUs for limited-time promotions, loyalty updates, and seasonal campaigns. Send one clear offer and include a call to action like “Reply CLAIM” or “Reply INFO.” Schedule reminders near weekends or holidays for maximum visibility.

For retention, send personalized thank-you messages after visits or purchases. Example: “Thanks for choosing [Business Name], {{first_name}}! Here’s a 10% code for your next appointment: [Code].” Keep cadence light; one message per week is enough for most customers.

Vendor and Staff Coordination

TextUs also works for vendor coordination and internal updates. Send arrival times, stock updates, or shift changes as quick texts. Use ACK to confirm delivery or DONE when tasks finish.

Keep vendor communication short and clear: one text per task, one confirmation per reply. Store these logs for easy review later.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox so owners and staff share context. The first responder assigns the thread to themselves to ensure quick handling. Templates maintain a consistent tone while allowing for light personalization.

Use tags like Appointment, Invoice, Promotion, or Vendor to organize threads. Add short notes for team members before reassigning. Keep notifications on during business hours to respond fast.

Compliance and Deliverability for Small Business Owners

Use registered 10DLC numbers for all campaigns. Keep opt-out handling on so STOP and UNSUBSCRIBE process automatically. Always include “Reply STOP to opt out” in your first message.

Avoid using all caps or multiple links in one text. Send messages during business hours and limit to one follow-up reminder. Attach only relevant files or small images.

FAQs About Texting Guide for Small Business Owners

Can I attach invoices or offers?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Many small businesses attach invoices, flyers, or menus for quick action.

Can I automate appointment confirmations?

Yes. You can link keywords like CONFIRM or HELP to Sequences that confirm bookings or send reminders automatically.

Can I track which texts drive sales or visits?

Yes. Review deliveries, replies, and clicks in TextUs and export CSVs. Combine with CRM or POS data to measure impact.

How does the Shared Inbox help small teams?

It centralizes replies so owners and staff can see the same conversation, tag threads, and assign responsibility. This ensures no customer is missed.

How often should I text customers?

Limit to relevant moments, usually one text and one reminder per week. Keep messages focused on real value like reminders, offers, or thank-yous.