Check a follow-up text
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The eight parts, and why each one matters
- Says who is texting and from where. A customer who cannot tell which company or person is texting deletes it, and federal rules require a commercial text to identify the business.
- Refers to something the customer asked about. A text that continues the customer's own conversation reads as service; one that does not reads as marketing and needs express written consent.
- Asks one question at most. Two questions get no answer. One question the customer can answer with a word gets a reply.
- Proposes a specific next step. A day and a time, or a quote ready to go over, gives the customer something to say yes to.
- Quotes no price, payment or discount. Many teams keep figures out of texts by default: a number in writing becomes the ceiling of the negotiation and invites comparison shopping by screenshot. If your team quotes by text on purpose, read this check as advice.
- Gives an easy way out. A reply of STOP must end the messages, and a customer who sees a way out is more likely to stay in.
- Fits in two segments or fewer. Long texts arrive as several bubbles, out of order on some phones, and read like a script.
- No all-caps urgency. Capital letters and exclamation points are the signature of spam filters and of customers' patience running out.
- Consent. A customer who gave a mobile number while asking about their own quote or appointment has consented to informational texts about that request. Marketing texts to a mobile number need prior express written consent, and an opt-out must be honored.
- Quiet hours. Federal telemarketing rules limit calls to 8 a.m. to 9 p.m. in the customer's local time; several states are stricter and many teams apply the same window to texts.
- Identification. Commercial texts must identify the business and give a way to stop; a company name in every text and a working STOP keyword cover both.
- Records. Keep the consent, the opt-outs and the messages. A texting program that cannot show who agreed to what is the one that gets a complaint.
General information about texting practice and the federal rules for commercial text messages, not legal advice. Confirm your team's texting program with counsel.
Sources
Questions
What should a sales follow-up text include?
Who is texting and from which company, a reference to what the customer asked about, at most one question, a specific next step, no price, payment or discount in writing, an easy way out, and a length that arrives as one or two bubbles. The checker reads a text for each of those.
Do we need consent to text a customer?
A customer who gave a mobile number while asking about their own quote or appointment has consented to informational texts about that request. Marketing texts need prior express written consent, and a STOP reply must end the messages. General information, not legal advice.
When can a sales team send texts?
Federal telemarketing rules set 8 a.m. to 9 p.m. in the customer’s local time for calls, several states are stricter, and most teams apply the same window to texts. The checker cannot see the clock, so keep the window in the texting policy.