Automated Text Message Service

Streamline your workflow while staying compliant with an automated text message service

Generate efficiencies to give time back to your staff and get more done with an automated text messaging service. Book a demo or sign up for a free 14-day trial to see how Textline’s automated texting service can cut down on redundancies.

Textline’s automated text message service is trusted by thousands of customers

Businesses love and trust Textline because of our advanced reliability for delivery and ability to stay compliant with complex texting regulations. See why customers love us for yourself.

<span class="platform__quote"><q>Communication is faster, easier, and more successful. <span class="platform__quote--blue60">It's the perfect tool for the job!</span></q></span>

<span class="platform__quote__author">Jack E.,<span class="platform__quote__author--blue60"> Capterra</span></span>

A screenshot of a text message

What are automated text messages?

Automated text messages are pre-written messages scheduled to send automatically and without manual intervention when a specific condition is met. They include mass texts that automatically send one consistent message to thousands of customers at once or auto-replies that are triggered by a set of rules.

Most frequently, text automations are triggered by conditions like date, time, status change, or a specific word texted in. But, automated texts can also be fired off using an SMS API. With an API, you can efficiently automate notifications, one-time passwords, reminders, alerts, and more, with conditions that best meet your needs.

Overall, automated messages help streamline a company's communication workflow to save time and effort so employees can focus on the connections and conversations that matter most.

Try scheduling an automated text with Textline and see the results for yourself. Start your 14-day free trial with Textline today. No credit card required.

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Why Textline is the gold standard for compliant SMS automation

Textline prioritizes security and compliance above all else. Our SMS automation service has the necessary safeguards in place to protect your business and help you comply with the increasingly complex compliance requirements across industries.

There are several reasons we’re the gold standard:

  • Compliance certifications. We protect data like it's our own. That’s why our list of compliance certifications keeps growing. To date, Textline has compliance certifications for TCPA, HIPAA, CCPA, GDPR, Privacy Shield, and SOC 2.
  • Customer consent management. Textline has a patent for our messaging consent feature. This feature ensures you get permission from contacts and stores this consent to protect your business. It’s a double-opt-in feature.
  • Automatic opt-outs. Textline will automatically unsubscribe customers if they text in with keywords like STOP or END. This makes them unreachable in our platform, so you never accidentally message unsubscribed contacts.
  • Proper registration. Textline helps customers get their phone numbers registered with the right regulating bodies.
  • Team training. Our team stays up-to-date with changing compliance changes, meeting with top players in the industry to understand what our customers must do to stay compliant.
  • Provide assistance. We provide customers with compliance guides and share the knowledge they need to stay compliant.  

What are the benefits of text automation?

Save time and effort

Don’t waste time or effort by manually sending or replying to each and every text. Instead, set up automatic messages to eliminate redundant communications and labor. This can include setting up automatic replies or scheduling a mass text to many customers at the same time. Setting these up will boost efficiencies and may help cut costs.

Reach customers around the clock

Automating SMS guarantees your messages are timely and relevant. That's because these messages can be scheduled to send at the right time and around the clock. This also ensures you’re reaching customers when you are not available. Consider using automated texts when you're experiencing a long ticket queue or if a customer texts in outside of business hours.

Faster response time

With automated messages, you can reply to inbound messages or inbound leads within seconds. It is often faster than replying manually. This reply speed can help you reach leads quicker to close more deals, boost customer satisfaction, and boost revenue.

Ensure customers get your message

Texts have a 98 percent open rate and 45 percent response rate, ensuring that more customers get your message whether it is automated or not.

Why choose Texline as your automated text messaging service provider

There’s a lot to consider when choosing an automated SMS platform for your business. Here we break down a few things to keep an eye out for, especially when you want to incorporate automated text messages into your workflow. Textline’s robust features and capabilities ensure you are set up for success when it comes to automation.

Customizable automations

<div class="platform__mb40">Find a provider that allows you to customize your automations to fit your business needs. This includes being able to write rules to trigger automation or set customizable workflows to improve team efficiency.</div>

Auto-reply messaging 

<div class="platform__mb40">Make sure you can set up auto-reply messages. Auto replies can be used to keep your response time down or when you are out of the office to keep customers in the know. A fast response time is key to improving customer satisfaction.</div>

Automation templates 

<div class="platform__mb40">Cut down on time spent typing out recurring, detailed messages. Pick an SMS service provider that allows you to create and store your own message templates for automated messages.</div>

SMS scheduling

<div class="platform__mb40">Ensure your SMS service provider allows you to schedule text messages around the clock. That way, you ensure your customer is getting the message at the right time.</div>

Bulk text messaging

<div class="platform__mb40">Another feature to keep an eye out for is mass texting or bulk texting. This allows businesses automatically send one consistent message to many contacts at the same time. Textline has a feature called Announcements, which allows you to schedule mass text messages at the right time.</div>

Smart SMS

<div class="platform__mb40">Smart SMS is a feature that automatically sends bulk SMS messages from numbers that match the area code of the message recipient. </div>

Opt-in and opt-out feature

<div class="platform__mb40">Select an automated message service that allows customers to easily opt in and out of messages with terms like “START,” “STOP,” and “UNSUBSCRIBE.” This capability helps you legally text your customers and is a great built-in automation.</div>

Auto-assign feature

<div class="platform__mb40">Another feature to look for is auto-assigning conversations. This is a great feature for businesses that deal with high volumes of inbound conversations. It can boost efficiency.</div>

Auto-label capabilities

Another helpful automation feature is auto-labeling contacts. This allows businesses to automatically label and categorize contacts into groups for internal purposes. Textline offers this auto-tagging feature to save your team time.

Integrations

<div class="platform__mb40">Pay attention to the integrations the texting service has available. When software allows integrations, it can increase productivity, reduce costs, and automate workflows.</div>

Webhooks

<div class="platform__mb40">Webhooks are one way two disparate software applications can communicate with each other. They are HTTP callbacks that fire when an event occurs to send data to a location of your choosing. They can be helpful when you want to automate parts of your workflow. They allow one-way data sharing.</div>

APIs

<div class="platform__mb40">APIs are software intermediaries that allow two applications to talk to each other and share data. APIs allow the data to automatically transfer between different applications and systems.</div>

Easy to set up

<div class="platform__mb40">Find an SMS provider that makes it easy to send automated messages. Plus, pick one that will help you set up your first automated message to ensure it goes off without a hitch.</div>

Personalization

<div class="platform__mb40">Keeping messages personalized will boost customer engagement and satisfaction. As a result, find a provider that allows you to personalize automated messages. With Textline, you can use variable fields to pull specific customer information, such as name, company, job title, date, time, and more into your automated texts.</div>

Two-way conversations

<div class="platform__mb40">Since texts have a high response rate, select an SMS provider that enables two-way texting. Textline was built for two-way communication, ensuring you can always reply to a customer that responds to your automated message. This allows you to have personal interactions and build longer-lasting relationships.</div>

Compliance guides

<div class="platform__mb40">Ensure your provider is familiar with the compliance requirements for SMS messaging.</div>

Performance tracking

Find an automated text service that allows users to track automated message performance with ease.

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Different ways businesses send automated text messages

Businesses across the globe use auto SMS in many ways. Here are a few examples:

After-hours or out-of-office texts

Don’t keep your customers waiting if you’re out-of-office or unavailable after hours. Instead, schedule an auto-reply message that gets sent to any customer that texts you during these unavailable hours. You should let them know you will respond ASAP during business hours the next day or when you return to the office.

Welcome messages

Send each new customer a welcome message automatically.

<span class="chat-bubble"><span class="chat-bubble__text">Welcome to our business, &#123&#123contact.name&#125&#125. As a welcome gift, use code 7777 to get a 10% discount off any order! Text us STOP to unsubscribe.</span></span>

Opt-in messages

Send an automatic text when a customer joins your SMS subscriber list. Set a condition that when they opt-in, they get a personalized message that confirms their opt-in choice. 

<span class="chat-bubble"><span class="chat-bubble__text">Thanks for subscribing, &#123&#123contact.name&#125&#125! To confirm your subscription choice, respond Y.</span></span>

Appointment or service scheduling reminders

Automated texts can come in handy for sending appointment or service scheduling reminders. Send a pre-scheduled message to customers about an upcoming appointment or remind them to schedule a future appointment. For example, a dentist could schedule dental appointment reminder texts or send patients reminders to schedule their next cleaning service. 

Payment reminders

Another use case for automated messages is sending payment reminders. For example, try a recurring monthly reminder to residents announcing rent is due tomorrow. 

Survey collection

Another way businesses use automated messages is to send surveys to customers. For example, you could set a condition to automatically send a text message survey after a customer support interaction is resolved.

Order confirmation

Businesses also use automated messages for order confirmations. Set the automated message to send to a recipient's phone after they place an order.

Abandoned cart reminders

Set an automated text to send to all customers who left items in their carts. 

Lead follow-up

Speed to lead is key to closing deals. As a result, some sales teams use automation to schedule messages to send to leads as soon as they fill out a form. 

<span class="chat-bubble"><span class="chat-bubble__text">Hi &#123&#123contact.name&#125&#125! Thanks for requesting more a quote about our services! Our team is working on a quote for you now and will be in touch via email before the end of the day.</span></span>

Sales lead nurturing

Sales lead nurturing is another great use case for SMS automation. Set up scheduled messages as part of a drip campaign via SMS. You can set scheduled messages to send to leads on particular days over a month to help you nurture them with relevant content.

Auto-reply to maintain a low response time

You can set an automated message to send to customers after a set time to maintain a low average response time. For example, if your customer support team is slammed, you could have an automated text send.

<span class="chat-bubble"><span class="chat-bubble__text">Thanks for reaching out &#123&#123contact.name&#125&#125! Our support team is working hard to get to your message. In the meantime, here’s a link to our help center: helpcenter.com.</span></span>

Thank you for your business messages

Another way to use automated messages is to send a “thank you for your business” message after a customer uses your service or makes a purchase. Here’s a list of thank you messages you could send to your customers. 

Account management

Account managers can set up automated messages to send to a group of customers every few months to check in and see how they are liking the product or service.

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Automated text messaging frequently asked questions

Is automated text messaging legal?

It is legal! But there are several rules businesses must follow to comply with the laws that regulate all types of texting, including automated. One main component of the Telephone Consumer Protection Act of 1991 is getting consent to text your contacts. Read more about how to obtain opt-ins here. 

You must also provide a way for your contact to opt-out of receiving messages from your business. This includes when you send automated messages.

See more about how to ensure you are legally texting your customers.


What is an SMS API?

An SMS API allows businesses to seamlessly integrate SMS messaging into their existing software platforms. It helps businesses set rules and conditions to automate more messages. Once an SMS API has been integrated, you will no longer need to manually log into that application to send SMS messages, instead, the protocols used will make the process automated. 

Businesses can use APIs to automated messages in many ways, including:

  • Automate SMS when an appointment is booked
  • Send an automated appointment reminder via SMS
  • Create unique activation codes to be sent to customers via SMS

Does Textline have an API?

Yes! We have an API, which businesses can use if they have the Standard or Pro Plan. You can find our API documentation here

Do I have to use an API?

No! There are certain automations that Textline offers without using an API. This includes auto-responders, mass text messaging, and automated routing of messages. Read more about automation here and more advanced features like routes here

Can I personalize automated texts?

Yes! With Textline, you can use variable fields to pull specific customer information into your automated texts. This includes fields like name, company, job title, date, time, and more.

How much does it cost to send an automated text message?

The cost depends on your SMS platform. Textline offers three different pricing plans. All plans start with a 14-day free trial so you can test out our features. Plus, automated messages don’t cost more than manual ones.

Who can send automated messages?

All Textline users can send automated messages to their customers. Our Pro Accounts have access to more workflow automation features, like timer automations. 

Can I send automatic text messages to anyone?

You can send automated texts to anyone who opted to receive text messages from your business or messaged you first.

How do I send automated text messages?

There are a few key steps to follow to send an automated text message on Textline.

  1. Set up a Textline account. 
  2. Determine the event you want to trigger an automated message. (Ex: The message is received or the conversation is resolved.)
  3. Set the conditions or rules that trigger the automation. (Ex: Only send this message to people when they text in outside of business hours.)
  4. Craft the message you want to send.
  5. Click save, and your messages will start to automatically send.

You can read more about our automations here

When will my automated messages be sent?

With Textline, you can ensure your automated messages are sent when you want them to. You can schedule messages to send around the clock and set automated messages to send whenever specific conditions are met. 

Can you reply to automated text messages?

Yes! A customer can reply to automated text messages. Plus, Textline allows you to respond to their reply, too.  

What number will my automated messages come from?

With the auto-reply feature, your automated message will come from the same number you use to communicate with customers on Textline. If you’re using our Smart SMS feature to send scheduled mass messages, customers will get the text from a number that matches their local area code. 

What are some best practices for automating SMS?

There are several things to keep in mind when automating texts. Here are a few:

  • Always get an opt-in before sending any text message
  • Include a way for people to opt-out
  • Personalize the message
  • Introduce yourself or your business
  • Make your message specific and concise
  • Set proper time expectations (Ex: We will respond tomorrow)
  • Provide an alternative way for customers to get more information (Ex: Call this line for emergencies or here’s a link to a help center article)
  • Ensure the message is relevant to a customer’s needs (Ex: If they reached out about a return ensure the auto-reply is related to returns)

Is my business a good fit for automated text messaging?

Chances are, yes! The Textline team is happy to help you understand how your business can best use automated text messaging to enhance efficiencies. Sign up for a free demo here, contact us here, or text us at +1 415-849-4349.

Can you send photos, links, PDFs, or other multimedia in automated texts?

Yes! Textline supports adding attachments to automated texts. This is also known as MMS. 

Can you send emojis in automated texts?

Yes! Textline supports emojis.

Can you help me set up my first automated text message?

Textline is more than happy to help you set up and schedule your first automated message on our platform. You can text us at +1 415-849-4349 to get started.

Integrate automated texting with your business toolkit

Generate substantial efficiencies by integrating Textline’s automated texting with your business tools. Textline offers seamless integrations with popular CRM, help desk, and marketing platforms. Connect Textline to HubSpot, Slack, Zendesk, and more, in just a few clicks.

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