Unified Inbox
Textline's unified inbox centralizes business communication across multiple channels into a single dashboard. Users can view, manage, and respond to incoming messages originating from SMS, live web chat widgets, and supported social media platforms like Instagram direct messages and story mentions. This central hub helps teams monitor conversation history and tackle customer inquiries collaboratively without jumping between separate software applications.
Mass Texting Announcements
Mass texting, termed Announcements within Textline, enables organizations to send bulk SMS updates to large groups of contacts simultaneously. Users can segment target lists using contact tags, saved search filters, or CSV spreadsheet imports. Announcements can be sent immediately or scheduled for future delivery, with settings available to specify contact response time windows and auto-assign replying customers to specific agents.
Two-Way Texting
Two-way texting enables direct interactive messaging between team members and individual customers on mobile devices. Businesses use two-way conversations to answer customer questions, troubleshoot technical issues, schedule appointments, follow up on leads, and request post-interaction feedback. This direct line of communication creates personal connections while allowing staff members to manage multiple text conversations at the same time.
Group Texting
Textline offers group texting features that allow businesses to host multi-party text threads on a single number. Unlike standard broadcast announcements, group texts allow multiple customers or team members to see and reply to the same conversation thread simultaneously, supporting collaborative group discussions with external clients or internal team members.
Automated Routes
Routes are automated workflow tools that handle the distribution of incoming text messages. Organizations define custom rules to automatically assign inbound messages to specific agents or teams based on criteria like keywords, schedule, or availability. This automatic assignment ensures inbound inquiries are routed to the proper representative immediately upon arrival.
Shortcuts (Templates)
Shortcuts allow teams to create, store, and insert pre-written text message templates for standardized responses. Staff members can insert pre-approved answers for frequently asked questions, standardizing brand messaging and boosting agent response rates. These reusable templates can also incorporate dynamic variable fields to automatically populate specific contact information prior to sending messages.
Whispers
Whispers are private internal notes that staff members write inside an active customer text thread. Only team members logged into the Textline account can see Whispers, keeping internal discussions invisible to the external contact. Staff use Whispers to confirm facts, ask internal questions, or provide context when transferring threads to colleagues.
Contact Tags and Segmentation
Tags categorize contacts within the Textline address book based on custom labels such as job titles, product interests, engagement levels, sales stages, or locations. Teams can upload tagged contacts via CSV files, apply multiple tags per contact, and search address book records or conversation lists by tag to send targeted announcement campaigns.
Phone Departments
Departments function as individual phone lines within a Textline account. Organizations use departments to segregate phone numbers according to physical franchise locations, regional branches, or operational divisions such as marketing, support, and sales. Teams can invite colleagues to specific departments and monitor activity line by line.
Built-in Metrics and Reporting
Built-in analytics tools track team communication performance, message volume, and operational trends. Administrators can measure key performance indicators such as first response time, overall resolution times, total resolved conversations, and Customer Satisfaction or Net Promoter Scores. Reporting data helps teams refine communication workflows and manage agent capacity.
REST and Reporting APIs
Textline provides a REST API that allows developers to integrate messaging capabilities into external applications, custom tech stacks, or healthcare EMR systems. Developers can programmatically send texts, schedule messages, trigger surveys, and update contact address books. A separate Reporting API provides access to large datasets for advanced reporting.
Security and Compliance Tools
Textline provides built-in safeguards designed to maintain data security and regulatory compliance across messaging operations. Platform tools include SOC-2 certification, HIPAA compliance support, TCPA adherence features, a patented double opt-in consent workflow, automated keyword opt-out handling, end-to-end encryption, multi-factor authentication, and step-by-step carrier registration tools within the application.
