Texting Guide for Supply Chain

Supply chain teams win on coordination and timing. Inventory, production, and delivery all depend on fast status updates and clear next steps. TextUs helps planners, warehouse leads, and logistics coordinators communicate at scale while keeping every conversation organized and auditable.

How TextUs Fits Supply Chain Workflows

TextUs Campaigns let you message targeted groups from your ERP, WMS, or CRM with short, actionable updates. You can attach PDFs or images like pick lists, dock maps, or compliance checklists so people can act without searching their email.

Keywords such as READY, DELAY, or POD route replies into Sequences that confirm status and send the next instruction automatically.

Replies land in the Shared Inbox, where coordinators can assign owners and use Templates for consistent answers. Integrations log messages back to your system of recor,d so operations history stays complete.

You can track deliveries, replies, and clicks in TextUs and export CSVs to connect messaging with fulfillment and on-time metrics.

What to Set Up First

Connect your ERP, WMS, or CRM so contacts, lists, and conversations sync automatically. Register 10DLC numbers for the brand and keep opt-out handling on, so STOP and UNSUBSCRIBE are processed. 

Align with compliance to define approved topics, attachment types, and quiet hours.

Create Templates for high-frequency moments like pick start, dock assignment, carrier check-in, and exception handling. Assign Shared Inbox coverage by shift so someone always owns replies.

Build narrow segments such as Today’s Picks, Inbound at Dock 3, Carriers Awaiting Load, or Suppliers Pending ASN.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your ERP or WMS, such as “Today’s Picks.” This makes sure your messages reach the right team.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, picking for [Order ID] starts at [Time] in Zone [X]. Reply READY when staged or HELP if blocked.”
3. Attach media: Add a PDF or image when helpful, such as a pick list, dock map, or load diagram. Attachments reduce confusion on the floor.
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 faster confirmations.
5. Schedule your campaign: Send at shift-change or task-release windows. Use recurrence for daily start-of-shift prompts or end-of-day confirmations.
6. Create a keyword: Add a keyword such as READY, DELAY, or POD and reference it 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: Confirm status and send next step. Step 2: Follow up after 2 hours if no response.”
8. Send and monitor: Launch your campaign, track replies, and handle exceptions quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming READY on [Order ID]. Proceed to Dock [#] and text POD once delivered.”
• Step 2 (reminder): “Still waiting on READY for [Order ID]. Reply READY when staged or HELP if you need assistance.”

Segmentation and Personalization Strategy

Segment by function, location, and time window so each text drives one action. Useful dimensions include warehouse zone, dock number, route, carrier, supplier, and shift. Exclude completed tasks, inactive contacts, and recent opt-outs to keep lists clean.

Personalize lightly to reduce ambiguity. Use first name and one context field such as order ID, dock, or zone. Set fallbacks for missing fields so messages never appear broken.

Refresh segments on a schedule that matches operations. Hourly refresh supports active picking and receiving. Daily refresh works for supplier reminders and carrier rollovers. Clean segments raise reply rates and lower error rates.

Template Library for Supply Chain Scenarios

Keep a small library that covers repetitive moments across planning, warehousing, and transport. Each template should have one goal and one clear action.

• “Hi {{first_name}}, picking for [Order ID] starts at [Time] in Zone [X]. Reply READY when staged.”
• “Carrier check-in for [Load ID] at Dock [#]. Reply ARRIVED when at the gate.”
• “Exception alert for [Order ID]. Reply HELP with a brief note and we will route support.”
• “Supplier reminder: ASNs for [Date] are due by [Time]. Reply SENT once posted.”
• “Proof of delivery needed for [Order ID]. Reply POD with photo or LINK for upload.”

Review the template performance monthly with compliance. Retire low performers and note which variants drive faster confirmations. Attach PDFs or images only when they remove friction.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with WMS and TMS records for pick start time, load completion, and on-time delivery. Preserve campaign, segment, keyword, and variant fields to enable cohort analysis.

Track reply-to-confirmation rate and confirmation-to-completion rate by site, shift, and partner. Include attachment usage to see whether maps, pick lists, or diagrams improve speed. Keep a short change log of copy and timing so trend lines remain meaningful.

Share a one-page weekly summary with delivery rate, reply rate, confirmation rate, and on-time percentage. Add brief notes on what changed and why. Over time, you will see which segments and messages reduce delays and which need rework.

Managing Replies in the Shared Inbox

All replies appear in the Shared Inbox for full visibility across planning, warehouse, and dispatch. The first responder assigns the thread to themselves so the contact has one owner. Templates keep answers consistent while one personal line maintains trust.

Use tags like READY, DELAY, SHORT, or DAMAGE to categorize threads. Add notes before forwarding to quality, inventory control, or transportation so context is preserved. If someone goes quiet, move them to a short re-engagement sequence that checks in with a clear next step.

Keep notifications on during operating hours for each site. Fast replies prevent bottlenecks at docks, reduce idle time for carriers, and keep picks flowing.

Tracking Results and Improving Performance

Check delivery and reply data a few hours after each send. Delivery below 95% suggests list quality or registration 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 proxy for readiness. Export CSVs and reconcile with pick-to-ship and dwell-time metrics to prove impact. For example, a conversational opener can lift reply rate by 15% for carrier check-ins compared to a formal notice.

Use these learnings to refine cadence by task. Pick releases may work best at shift start, while supplier ASNs may need day-before nudges. Keep tests small and frequent so insights accumulate.

Compliance and Deliverability for Supply Chain

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 sensitive partner data or credentials in SMS. Use secure links for any document upload or portal access.

Keep attachments lightweight and relevant. Dock maps, pick lists, diagrams, and safety notices should open quickly on mobile. Send within local hours and match cadence to the task so messages remain welcome.

FAQs About Texting Guide for Supply Chain

Can I attach documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Supply chain teams often attach pick lists, dock maps, and compliance checklists to reduce back-and-forth.

Can I schedule recurring prompts for picks or check-ins?

Yes. You can schedule and repeat campaigns daily or weekly. Many teams automate start-of-shift pick prompts, mid-shift dock assignments, and end-of-day confirmations.

How do Keywords and Sequences help with task flow?

When contacts reply with a keyword like READY, DELAY, or POD, TextUs can enroll them automatically in a Sequence. The first step acknowledges status and shares the next action, and a later step checks back if there is no response.

How does the Shared Inbox keep operations aligned?

All replies appear in one place so planners, warehouse leads, and dispatch can coordinate. You can assign ownership, use Templates for consistent answers, and tag threads for quick filtering. Notes make handoffs to quality or transportation straightforward.

What metrics should I track to measure impact?

Start with delivery, reply, and confirmation rates. Export TextUs data and join it with WMS and TMS metrics like dwell time, pick-to-ship time, and on-time delivery. Weekly reviews help refine timing, tone, and audience segments.