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## What Is Textline?

Textline is a business texting software platform designed to help enterprises streamline and scale their SMS communication. It acts as a centralized hub where customer support, sales, and operations teams can engage in two-way text conversations at scale. Whether you’re handling inbound inquiries, sending promotions, conducting surveys, or collaborating internally, Textline provides a secure, compliant, and user-friendly environment to keep everyone on the same page. Use cases include:
– **Customer support**: Rapidly respond to questions, troubleshoot issues, and build rapport via SMS.
– **Sales outreach**: Personalize campaigns with variable fields, send automated follow-ups, and monitor open rates.
– **Team coordination**: Set up departments, assign roles, and ensure the right message gets to the right person.
– **Feedback collection**: Deploy CSAT, NPS, or custom surveys right in the messaging thread to measure satisfaction.
– **Appointment reminders**: Reduce no-shows by automating text reminders for calls, meetings, or deliveries.

## Features

Textline offers a comprehensive suite of features built to boost productivity, security, and engagement.

### Mass Texting
Textline’s mass texting capability allows you to broadcast a single message to hundreds or even thousands of contacts at once.
– Send targeted promotions or announcements in seconds.
– Use segmentation and tags to ensure the right audience receives the right message.
– Track delivery rates and responses in real time.

### Unified Inbox
Manage all your conversations—across departments and channels—from one centralized view.
– Avoid message duplication with thread merging.
– Filter by agent, department, or tag to find the conversation you need.
– Assign or transfer threads between team members seamlessly.

### Two-Way Texting
Engage customers in real-time with personal, conversational SMS threads.
– Live chat-style interactions keep the conversation friendly and efficient.
– Use read receipts and typing indicators to know when a recipient is engaged.
– Emoji and multimedia support (photos, GIFs) for richer conversations.

### SMS Surveys
Gather actionable feedback directly in the messaging channel.
– Deploy CSAT and NPS surveys with one click.
– Customize question flows and rating scales.
– Analyze response data through integrated dashboards.

### Group Texting
Coordinate discussions with multiple contacts in one thread.
– Host event reminders, team updates, or small focus groups.
– Everyone sees replies in the same thread for transparent communication.

### Text Templates (Shortcuts)
Save time by creating reusable message templates.
– Build a library of responses for FAQs, greetings, or follow-ups.
– Insert variable fields (e.g., {FirstName}, {OrderID}) to personalize at scale.
– Share shortcuts across your team for consistent messaging.

### Automations
Bring routine tasks on autopilot.
– Set up auto-replies for after-hours or initial contact.
– Schedule messages in advance for time-sensitive campaigns.
– Create workflow rules to assign threads, update tags, or trigger webhooks.

### Metrics and Reporting
Gain insights into team performance and campaign success.
– Track open rates, response times, and conversation volumes.
– Monitor agent-level metrics to optimize staffing and training.
– Export data or connect via API for custom analytics.

### Security and Compliance
Textline takes data protection seriously, offering SOC-2 certification, HIPAA compatibility, and full TCPA compliance.
– End-to-end encryption and secure data storage.
– Guidance through carrier registration and compliance checks.
– Customizable retention policies to meet regulatory requirements.

## Pricing

Here’s an overview of Textline’s flexible pricing plans, structured to suit businesses of all sizes:

Limited Plan
– Price/Agent: $20 per month
– Minimum Agents: 3
– Ideal for small teams experimenting with business texting.
– Features:
– Basic SMS features
– One department
– 90-day conversation history
– Optional webchat add-on

Standard Plan
– Price/Agent: $30 per month
– Minimum Agents: 3
– Perfect for growing teams needing advanced workflow tools.
– Includes everything in Limited, plus:
– Multiple departments
– 3-year conversation history
– Built-in NPS and CSAT surveys
– Standard integrations & webhooks
– Defined admin and agent roles
– HIPAA compatibility

Pro Plan (Recommended)
– Price/Agent: $50 per month
– Minimum Agents: 5
– Best-suited for midsize businesses prioritizing security and scalability.
– Includes everything in Standard, plus:
– Unlimited conversation history
– Custom agent roles
– Custom surveys
– Salesforce integration
– Time-based automations and advanced routing
– Priority support and dedicated customer success manager

Enterprise Plan
– Custom pricing based on volume and requirements
– Unlimited agents and personalized service
– Flexible implementation, quarterly business reviews, and advanced security features

## Benefits to the User (Value for Money)

I’ve witnessed firsthand how Textline delivers massive ROI. Here’s why every dollar you spend translates into tangible gains:

– **Boosted Response Rates**
SMS open rates exceed 95%, so your messages get read almost instantly. Faster responses lead to higher satisfaction and quicker issue resolution.

– **Improved Team Efficiency**
With automations and shortcuts, agents handle more conversations in less time. That frees them to focus on complex inquiries.

– **Enhanced Security Posture**
SOC-2 certification and HIPAA compliance ensure that sensitive data stays protected, shielding your business from regulatory risks.

– **Scalable Communication**
Whether you’re texting 10 people or 10,000, Textline scales without losing personal touch. Group texting and segmentation keep messages relevant.

– **Centralized Insight**
Unified inboxes and dashboards give managers a real-time view into team performance and campaign effectiveness, driving data-driven decisions.

– **Seamless Integrations**
Connect Textline with your CRM, help desk, or marketing tools to automate data sync and deliver a cohesive experience for customers and staff.

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## Customer Support

I’ve interacted with Textline’s support team multiple times and found them impressively responsive. Their live chat is available weekdays during business hours, and I usually receive a detailed answer within minutes. They also provide email support for less urgent issues, with a typical response time under four hours.

Beyond chat and email, Textline offers phone support for Pro and Enterprise customers. Dedicated account managers are assigned to high-tier plans, delivering quarterly reviews and best-practice sessions. This multi-channel approach ensures help is just a ping or call away, no matter your subscription level.

## External Reviews and Ratings

Textline consistently earns high marks on review sites. On G2, they hold a 4.6 out of 5 average rating, with customers praising the intuitive UI and reliable deliverability. Capterra reviewers highlight Textline’s top-notch security features and seamless integrations as standout benefits.

That said, a few users have noted the learning curve for advanced automation setup. Textline addresses this by offering extensive documentation and personalized onboarding calls. They continually refine their knowledge base, responding to feedback with new tutorials and video walkthroughs to simplify the more technical aspects.

## Educational Resources and Community

Textline provides a wealth of resources to help users get the most from the platform:
– **Official Blog**: In-depth articles on SMS best practices, compliance updates, and case studies.
– **Video Tutorials**: Step-by-step guides covering setup, automation, and advanced features.
– **Comprehensive Documentation**: Detailed API references, configuration tips, and FAQ sections.
– **User Community Forums**: Peer-to-peer discussion boards where experienced customers share templates, workflows, and hacks.
– **Webinars and Workshops**: Regular live sessions hosted by Textline experts to demonstrate new features and field questions in real time.

## Conclusion

To recap, Textline stands out as the most secure and collaborative business texting solution on the market. With features like mass texting, two-way SMS, intelligent automations, and enterprise-grade compliance, it packs everything you need into a single, easy-to-use platform. And right now, you can unlock a 20% discount on annual plans, saving substantial costs while powering up your communication channels.

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