Texting Guide for Workforce Management

Workforce management depends on timely scheduling, clear shift communication, and fast exception handling. Employees, contractors, and supervisors need short messages that drive one action. TextUs helps operations and HR teams coordinate at scale while keeping every conversation organized and auditable.

How TextUs Fits Workforce Management Workflows

TextUs Campaigns let you reach targeted lists from your WFM, HRIS, or scheduling system with concise prompts that keep coverage intact. You can attach PDFs or images like weekly rosters, break policies, map pins, or safety one-pagers so people can act without opening an email.

Keywords such as READY, SWAP, LATE, or ACK route replies into Sequences that confirm status and share next steps automatically.

Replies appear in the Shared Inbox, where schedulers and supervisors can assign owners and respond with Templates. Integrations sync contacts and message history back to your system of record for clean audits.

Inside TextUs, you can view deliveries, replies, and clicks, then export CSVs to connect messaging with fill rates, attendance, and overtime control.

What to Set Up First

Connect your WFM or HRIS so lists, roles, and conversations sync automatically. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE are processed correctly. Align with compliance on approved topics, quiet hours, and attachment types.

Create Templates for high-volume moments: shift offers, confirmations, no-show recovery, policy reminders, and training notices. Assign Shared Inbox coverage by site and shift so someone always owns replies. Build focused segments such as Today’s Open Shifts, Tomorrow’s Starters, New Hires Week 1, and Certifications Expiring.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your WFM or HRIS, such as “Today’s Open Shifts.” This makes sure your messages reach the right people.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, open 2 to 10 PM at [Location] today. Reply READY to accept or SWAP if you need options.”
3. Attach media: Add a PDF or image if helpful, such as a floor plan, safety note, or weekly roster. Attachments reduce questions and speed confirmations.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. Compare reply rates to select the winner.
5. Schedule your campaign: Send during decision windows, such as 24 hours before a shift plus a morning reminder. Use recurrence for weekly rosters or training cycles.
6. Create a keyword: Add a keyword such as READY, SWAP, or LATE and reference it in your message. TextUs will recognize replies that use the keyword.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Confirm acceptance or send swap link. Step 2: Follow up 2 hours later if there is no response.”
8. Send and monitor: Launch your campaign, track confirmations and gaps, and handle exceptions quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming. Please arrive 10 minutes early for briefing at [Location].”
• Step 2 (reminder): “Still need a response for the [Time] shift. Reply READY to accept or SWAP for alternatives.”

Segmentation and Personalization Strategy

Segment by role, site, and time window so each text drives one action. Useful dimensions include location, skill, certification, shift type, and union status. Exclude people who already confirmed, recent opt-outs, and inactive contacts to reduce noise.

Personalize lightly for clarity. Use the first name and one contextual field such as site or shift time. Set fallbacks for missing fields so messages never appear broken.

Refresh segments on a cadence that matches operations. Hourly refresh helps high-volume sites and same-day fills. Daily refresh works for weekly rosters and training reminders. Clean segments raise reply rates and protect deliverability.

Template Library for Workforce Management Scenarios

Keep a small, practical library that covers repetitive moments across scheduling, attendance, and policy.

• “Hi {{first_name}}, open shift [Date] [Time] at [Location]. Reply READY to accept or SWAP for options.”
• “Reminder: your shift starts at [Time] at [Location]. Reply LATE with ETA if delayed.”
• “Certification for [Skill] expires on [Date]. Reply CLASS for signup link.”
• “Mandatory training on [Date] at [Time]. Reply CONFIRM to attend or ALT for another session.”
• “No-show recovery. Can you cover [Time] at [Location] today? Reply READY if available.”

Review the template performance monthly with compliance. Retire low performers and document which tones lift confirmations. Keep attachments small and relevant.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with WFM metrics such as fill rate, on-time starts, overtime hours, and swap completion. Preserve campaign name, segment, keyword, and variant fields for repeatable analysis.

Track reply-to-confirmation and confirmation-to-on-time rates by site and role. Include attachment and link usage to see whether rosters, maps, or policies improve outcomes. Maintain a short change log that records send time and copy decisions.

Summarize results in a one-page report that shows delivery rate, reply rate, confirmation rate, and coverage gaps resolved. Add brief notes about timing and tone so the team can repeat what works.

Capacity Planning and Exception Playbooks

Use TextUs to operationalize capacity decisions. When demand spikes, send targeted shift offers to qualified roles with a READY keyword that logs acceptances. For planned reductions, send early notices with a SWAP option so coverage rebalances without manual calls.

Create micro playbooks for exceptions. For weather events, use an ALERTS keyword to confirm receipt and share transport guidance. For system outages, send a short status link and a fallback check-in process. Structured touchpoints reduce inbound volume and protect service levels.

Attach only what removes friction. A one-page staffing plan or on-site map often answers most questions faster than a long email.

Managing Replies in the Shared Inbox

All replies land in the Shared Inbox for full visibility across schedulers and supervisors. The first responder assigns the thread to themselves so the worker has one point of contact. Templates keep answers consistent while one personal line maintains rapport.

Use tags such as Confirmed, Swap, Late, No-Show, Training, and Compliance to organize threads. Add a brief note before forwarding to site leads or HR so context is preserved. If someone goes quiet, move them into a short re-engagement Sequence that offers one clear option.

Keep notifications on during operating hours for each site. Fast replies prevent coverage gaps and overtime spikes. Clear ownership avoids duplicate outreach and mixed instructions.

Tracking Results and Improving Performance

Check delivery and replies a few hours after each send. Delivery below 95 percent suggests list or registration issues that need attention. Compare A and B variants weekly and keep the stronger performer.

If your text included a link or attachment, review clicks as a readiness signal. Export CSVs and reconcile with filled shifts, on-time percentages, and overtime changes to prove impact. For example, moving reminders to three hours before the start often raises confirmations by 15%.

Use insights to tune cadence by role and site. Night shifts may prefer earlier reminders, while training notices perform best mid-morning. Keep tests small and continuous so improvements stack.

Compliance and Deliverability for Workforce Management

Use registered 10DLC numbers for all business messaging. 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 forms, schedules, and portals.

Keep attachments lightweight and relevant. Rosters, maps, and policy one-pagers should open quickly on mobile. Send during local hours and match cadence to shift cycles so messages feel helpful.

FAQs About Texting Guide for Workforce Management

Can I attach schedules or policy one-pagers to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Workforce teams often attach weekly rosters, safety notes, and site maps to reduce questions.

Can I automate shift offers or training reminders?

Yes. You can schedule recurring campaigns and connect Keywords and Sequences to automate these flows. Many teams automate weekly rosters, certification reminders, and same-day open shift alerts.

How do Keywords and Sequences reduce manual scheduling work?

When workers reply with a keyword like READY, SWAP, or LATE, TextUs can enroll them in a Sequence. The first step confirms status or shares a link, and a later step checks back if there is no response.

How does the Shared Inbox help schedulers and supervisors?

All replies appear in one view so teams can assign owners, use Templates for consistent answers, and tag threads for routing. Notes make handoffs to site leads or HR straightforward.

What metrics should I track to measure impact?

Start with delivery, reply, and confirmation rates. Export TextUs data and match it to WFM outcomes such as fill rate, on-time starts, and overtime hours. Weekly reviews help refine timing, tone, and segments.