SMS Texting Best Practices

Learn the best practices for sending text messages to your customers

Serena Edwards avatar
Written by Serena Edwards
Updated over a week ago

Sending text messages is a quick and convenient way to communicate with others. However, there are certain best practices that you should follow to ensure that your texts are delivered successfully. In this article, we will discuss some tips to improve the chances of your texts getting sent.


It's important that you only send texts to customers who have allowed you to do so. Before you can start sending SMS texts to customers, you must first obtain their permission. This can be done in various ways; for Enrollsy, we have added a compliance agreement to ALL Terms & Conditions (at the end of the Enroll Form) that your customers must agree with. Here is the text of that consent: I consent to receive SMS messages from [Company Name]. I understand I can reply STOP at any time to no longer receive their SMS messages. Click here to learn more about how your customers consent to receive text messages.

Opt-Out Requests

Even if a customer has permitted you to send them SMS texts, they still have the right to opt out at any time. The opt-out language in your messages should incorporate a universally recognized keyword for opting out. In the US and Canada, this is commonly "STOP." You could mention in your initial message that recipients can text "stop" to

halt further communication via text.

See this support article for more keywords and how to keep track of opt-outs. Learn more about Twilio support for opt-out keywords here. At this time, only Enrollsy can give you a list of opt-outs for the last 12 months. Please chat in and let us know if you need this list.

Identify Yourself

When reaching out to someone, particularly for the first time, it's crucial to clearly identify yourself. We suggest using your company name, or an abbreviation of the name. For example, "ABC Company" or "ABC Co." Each message you send must distinctly identify you (the party who obtained the recipient's opt-in) as the sender, except for subsequent messages within an ongoing conversation.

Keep Your Messages Short and Concise

When sending a text message, it is important to keep your message short and to the point. Most mobile carriers have a limit on the number of characters that can be sent in a single text message. By keeping your messages concise, you can avoid any potential issues with delivery. NOTE: Bulk texts have a maximum of 160 characters; if you go over 160 characters, Enrollsy will warn you that you are sending multiple billable message segments per recipient, which you have to approve. Click here to learn more about SMS Character Limit.

Avoid Using Abbreviations and Slang

While it may be tempting to use abbreviations and slang in your text messages, it is best to avoid them. Not all mobile devices and carriers support these types of characters, which can result in your message being delivered incorrectly, or not at all. Stick to using proper spelling and grammar to ensure your message is delivered accurately.

Check Your Signal Strength

Before sending a text message, it is important to check your signal strength. If you have a weak signal, your message may not be delivered or may be delayed. Make sure to have a strong signal before sending important messages.

Check Up on Recipients' Numbers

Suppose you're consistently sending messages to users over an extended period. In that case, you should reach out to your recipients at least once every 18 months to confirm their continued interest in receiving your messages. Mobile numbers might have changed ownership.

Watch Timing

Respect your recipient's time zone. Avoid sending text messages during early mornings or late nights, such as at 5 a.m. or 10 p.m. Unlike email, people often check their phones quickly for new messages. Also, consider the relevance of the message content; most messages should be sent during regular business hours on weekdays.


By following these best practices for SMS texting, you can improve the chances of your texts being delivered successfully. With these tips, you can ensure that your text messages are sent and received accurately.

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