Texting Guide for Transportation

Transportation runs on real-time coordination and clear expectations. Riders, drivers, and dispatch teams need short messages that move schedules forward without confusion. TextUs helps transportation operators confirm trips, coordinate crews, and keep every conversation organized and compliant.

How TextUs Fits Transportation Workflows

TextUs Campaigns let you reach targeted lists from your CRM, TMS, or scheduling platform with concise updates. You can attach PDFs or images for route maps, pick-up instructions, ADA guidelines, or safety notices so people can act without digging through email.

Keywords like CONFIRM, PICKUP, or DELAY route replies into short Sequences that acknowledge status and send the next step automatically.

Replies land in the Shared Inbox, where dispatchers and service teams can assign owners and respond with Templates. Integrations sync contacts and message history back to your system of record, so audits are straightforward

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

What to Set Up First

Connect your CRM or transportation management system so lists, contacts, and messages stay in sync. Confirm 10DLC registration for the brand so carriers recognize your traffic as business messaging.

Keep opt-out handling active so STOP and UNSUBSCRIBE requests are processed automatically.

Create Templates for frequent moments such as trip confirmation, driver check-in, rider no-show follow-up, and service alerts. Assign Shared Inbox coverage by shift so someone always owns replies during operating hours.

Build narrow segments like Morning Commuter Routes, Airport Shuttles Today, Charter Clients This Week, or Drivers On Duty.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your CRM or TMS, such as “Airport Shuttles Today.” This makes sure your messages reach the right people.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, your shuttle to [Airport] is set for [Time] at [Pickup Location]. Reply CONFIRM to keep or DELAY if you need options.”
3. Attach media: Add a PDF or image if helpful, such as a terminal map or curbside pickup diagram. Attachments help riders and drivers arrive prepared.
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 more confirmations.
5. Schedule your campaign: Pick a time that fits behavior, such as 24 hours before departure plus a same-day reminder. Use recurrence for daily shuttles or commuter routes.
6. Create a keyword: Add a keyword such as CONFIRM, DELAY, or PICKUP 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 attendance or send a reschedule link. Step 2: Follow up 2 hours later if there is no response.”
8. Send and monitor: Launch your campaign, watch confirmations and exceptions, and handle escalations quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming. Please arrive 10 minutes early at [Pickup Location]. Text HELP if you need assistance.”
• Step 1 (auto-reply - delay): “No problem. Here are later options: [short URL]. Reply PICKUP when ready.”
• Step 2 (reminder): “We still need a confirmation for your trip at [Time] today. Reply CONFIRM to keep or DELAY for options.”

Segmentation and Personalization Strategy

Segment lists by route, service type, time window, and rider or driver role. Common segments include Morning Commuters, Event Shuttles, School Contracts by Zone, Paratransit Riders Today, and Active Drivers by Depot.

Keep each segment tied to a single action so your first touch is always relevant.

Personalize with first name and one contextual field such as route, pickup point, or depot. Set fallbacks for missing fields to avoid broken messages. Keep copy action oriented so recipients know exactly how to respond.

Refresh segments on a schedule that matches operations. Hourly refresh works for high-frequency services and driver rosters. Daily refresh is enough for advance rider confirmations and charter work. Clean segments reduce noise and improve reply rates.

Template Library for Transportation Scenarios

Use a small library of Templates so dispatchers and agents can move quickly while keeping tone consistent.

• “Hi {{first_name}}, your shuttle to [Destination] departs at [Time] from [Pickup Location]. Reply CONFIRM or DELAY.”
• “Thanks for riding with us. Would you like real-time updates for tomorrow’s route? Reply YES to subscribe.”
• “Driver check-in for [Route] at [Depot] by [Time]. Reply READY when you arrive.”
• “Service alert for [Line]. Expect delays of up to 20 minutes due to traffic near [Location]. Reply RECEIVED to confirm.”
• “No-show follow-up. Do you want to reschedule your trip for later today? Reply OPTIONS for available times.”

Review the template performance monthly with compliance. Retire messages that underperform or create confusion. Keep each template aligned to one clear goal and one action.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs each week. Join that data with your TMS records for on-time departures, completed trips, missed pickups, and rider satisfaction.

Use campaign and variant labels so you can trace which messages improved confirmations or reduced no-shows.

Track reply-to-confirmation rate and confirmation-to-on-time departure rate by route and depot. Preserve the keyword and attachment fields for each campaign to understand which elements drive the best outcomes.

Keep a short change log with send time and copy decisions so trend lines stay meaningful.

Share a one-page weekly summary with delivery rate, reply rate, confirmation rate, and on-time percentage. Add notes on timing and tone changes so operations can repeat what worked and stop what did not.

Rider Experience and Trip Readiness

Use TextUs to remove friction before the day of travel. Send a confirmation the day before with pickup details, a map image, and a link to accessibility information. Follow with a same-day reminder that includes a clear meeting point and driver contact policy.

For event or charter work, create a short pre-trip sequence that shares venue maps and staging zones. Riders who reply with questions can be routed to a coordinator via the Shared Inbox. These touches reduce curb confusion and speed boarding.

After the trip, send a quick satisfaction text and a link for feedback. Keep it optional and short to respect time. The replies help you spot issues by route and time window.

Managing Replies in the Shared Inbox

All replies appear in the Shared Inbox for full visibility. The first dispatcher to respond assigns the thread to themselves so riders or drivers speak with one point of contact. Templates keep answers consistent while one personal line maintains trust.

Use tags such as “Late,” “ADA,” “Child Seat,” or “Lost Item” to classify threads. Add a brief note before forwarding to customer service or field ops to preserve context. If a rider goes quiet, move them into a brief re-engagement sequence that checks in with a clear next step.

Turn on notifications during operating hours so responses never lag. Fast replies prevent missed pickups, route gaps, and repeated calls. Clear ownership avoids duplicate messages and mixed instructions.

Tracking Results and Improving Performance

Check delivery and reply data a few hours after each send. Delivery below 95 percent 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 on-time departures and completed trips to prove impact. For example, a conversational opener can lift reply rate by 15% compared to a formal notice for rider confirmations.

Use these learnings to refine cadence by service type. Airport shuttles may perform best with a 24-hour and a 2-hour touch. Commuter routes may benefit from a single morning reminder. Keep tests small and frequent so insights accumulate.

Compliance and Deliverability for Transportation

Use registered 10DLC numbers to maintain carrier trust. Keep 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 personal data in SMS. Use secure links for account or payment actions.

Keep attachments lightweight and relevant. Route maps, pickup diagrams, and safety notices are helpful and quick to open on mobile. Send within local hours and set realistic cadences so messages remain welcome.

FAQs About Texting Guide for Transportation

Can I attach documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Transportation teams commonly attach route maps, pickup instructions, and safety notices so riders and drivers know what to do.

Can I schedule recurring rider or driver reminders?

Yes. You can schedule and repeat campaigns daily or weekly. Many operators automate day-before confirmations, same-day reminders, and end-of-shift check-ins.

How do Keywords and Sequences help with trip management?

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

How does the Shared Inbox keep dispatch teams aligned?

All replies appear in one place so dispatchers can assign ownership and avoid duplicates. You can use templates for consistent answers and tags for quick filtering. Notes and forwards make handoffs to field ops or customer service straightforward.

What metrics should I track to measure impact?

Start with delivery, reply, and confirmation rates. Export TextUs data and join it with TMS on-time performance and missed pickups to see downstream effects. Weekly reviews help refine timing, tone, and audience segments.