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title: "Texting Best Practices"
canonical: "https://resourcecenter.kenect.com/space/Messaging/44630704/Texting%20Best%20Practices"
format: markdown
---
The purpose of this article is to provide some basic insights into the art of text messaging as a business. The below information is based off, not only, best practices. This is also based off of laws and regulations that exist for text messaging within the U.S. and Canada.

 

#### **Etiquette Best Practices**

 

1. **Obtain Consent:** Before you begin texting, make sure permission has been received to initiate text communication from your customers. The Kenect Tip is to Set up an opt-in process where customers can sign up by texting in a specific keyword. The preferred practice is to require a written opt-in that can be recorded.
2. **Introduce Yourself:** When you send your first text, use your business name, and include your actual first and last name so recipients know who you are. Encourage your clientele to save your number for future reference, and always explain the purpose of your messages.
3. **Personalize Messages:** Customize your texts with the recipient's name and tailor them based on their interests or past interactions. Personalized messages are more likely to be read and acted upon.
4. **Be Clear and Concise:** Keep your messages brief and to the point, as SMS has a character limit. Use clear language to convey your message, whether it's offering a discount code or promoting a new product.
5. **Include a Call-to-Action (CTA):** Every message should have a clear CTA that tells recipients what you want them to do. Make it specific, concise, and engaging to encourage action, like "Shop now" or "Limited time offer! Act fast!".
6. **Respond Quickly:** Set up an auto-reply to acknowledge messages and assure customers that you'll get back to them soon. Prompt responses show that you value their time and business.
7. **Timing Matters:** Send messages at appropriate times, consider your audience's habits and preferences. Avoid, when possible, holidays, weekends, and late nights when response rates may be lower.
8. **Check Spelling and Grammar:** Proofread your messages to ensure they're error-free and reflect your brand professionally. Avoid slang, abbreviations, and jargon that may confuse or deter recipients.

 

# **Frequently Asked Questions (FAQs)**

- **My customer says when I text them they see a weird business name or information that doesn't belong to our business? Why is that?**
  - With an ever-increasing demand phone numbers are often used and re-used by businesses. Unless you have owned your telephone number for 10+ years there is a strong possibility carriers may have your number listed under a previous business name. To reduce this happening, contact the carriers directly and provide any information they may need to update the presence of your business name.
- **I don't want to seem impersonal when I text... how do I keep my text messages professional while also providing my clients with a personalized experience?**
  - It's the inevitable in texting to reach a point where texting shouldn't just be a formality. Kenects best clients use a mixture of professionalism and personalization when communicating with their customers. Here are some ideas:
    - **Include simple humor: **This can originate from the use of emojis to how you phrase a text, don't be crass or say anything that could endanger your own employment or the integrity of the business, but find ways to help your clients feel very confident and comfortable communicating with you.
    - **Over-Communicate: **It never hurts to send one more message, provide one additional piece of information. Don't leave your client wondering what the next step is, make sure you have outlined the process they are currently involved in and let them know every step.
    - **Follow-Ups: **As part of your process make sure you have a cadence established if you don't hear back from your client.
- **Is there a size limit to attachments?**
  - If the attachment is larger than 500 kb we send it as a link. I don't believe there is a cap on that size after the conversion to a link.
- **Is there a character limit to text messages?**
  - Yes! Don’t try to send any text message longer than 1600 characters. As this could cause the message to not deliver.