FAQs
Can customers reply to my text blast?
If you would like your customers to respond to your text blast, this will require the add on of our conversational texting. Otherwise, simply redirect them to call on your published number. Accessing conversational texting in our platform requires your customer service team to access the Textel dashboard to respond to your guests. While you do not need to install any applications, we do suggest you turn on your browser notifications for each agent login to desktop notifications. In addition, we also offer our mobile notification feature listed below.
How do I know if I have received a message in Textel?
Our system has several visual indicators when you are logged into the platform. It is cloud based and you can turn on notifications of incoming messages. In addition, we also offer our Textel Web …… that will alert you of new messages in the platform so can respond from your mobile device.
Managing Browser Notifications >
Can I upgrade my plan at any time?
You are welcome to upgrade your text message usage plan to prevent from incurring overages. Active upgrades must be completed PRIOR to usage overages to prevent overage charges. Our platform provided visibility into usage from the Manage Account page and from the main landing page. You are also able to check usage by toggling the shortcut button prior to sending every text blast. Upgrading requires simply a support ticket by email or text which will serve as your time/date stamp for upgrade outreach. Once the communicates takes place, we will activate the charge and upgrade within 24/48 hours. The upgrade must take place a minimum of 3 business days prior to the end of of your billing cycle to be in affect for that same cycle. In addition, upgrading from a monthly to an annual plan is also available.
How much am I charged if I go over my plan?
Plan overages are charged .03 per text. You are welcome to upgrade your plan at anytime.
Can I downgrade my plan?
Downgrades are possible, however downgrades can only be requested for your next billing cycle. Downgrade your plan by reaching our support team support@textel.net. Please provide your business name, first and last name, text enabled number and the new plan you are interested in. This must be done no less than 21 days prior to the end of your billing cycle so our billing can be adjusted.
How much does it cost to add on conversational texting?
Conversational texting can be added to your account for $55. This includes 2 users, one additional line seat and conversational texting software access in your platform.
Do I have to register my line with 10DLC first?
Yes, you will be required to register all lines that are used on your Textel platform for verification. This process takes a minimum of 5 business days after we receive your accurate and completed verification form. The cost for carrier verify verification is $50 per business EIN. This is a one time fee.
If I want to use a toll free line for my Textel Blast, do I have to verify and register that line?
Yes, the Toll Free Registration is also required by the carrier network. This process takes 3 to 6 weeks, however while the line is in pending status (which takes a minimum of 5 business days) your line is verified for use.
How long does it take for 10DLC verification?
A minimum of 5 business days after Textel receives an accurate verification form from your business post signup.
What happens if my client replies to a text or sends me a new text?
If you are signed up for conversational texting, you will be able to reply to the customer from your Textel platform. Otherwise, your customer text will not appear in your platform dashboard. We recommend for Textel Blast, you notify your guests that the message is a NOREPLY.
Do I have to offer an opt out in all of my Blast messages?
Best practices recommends that you always offer the opt out as a courtesy but to also follow TCPA (Telephone Consumer Protection Act) guidelines. It is especially important that you add the opt out on the first Blast campaign you send to comply with carrier filters. (AT&T, T-Mobile, Verizon).
Can I use Textel to communicate with my team?
Texting with your team is one of the many benefits of using Textel. Simply create your team list and connecting with your entire team OR team departments is simple and efficient.
How does this differ from my reminders and confirmations?
Your reminders and confirmations are handled by Inspire by STX. The phone number used for Textel Blast will differ from your number that is used for sending confirmations/reminders. Textel does not currently handle the confirmation/reminders.
Will Textel schedule and book appointments for me?
No. Textel is a communication tool that allows mass text blast and 2-way conversational texting (if upgraded). When your guests need to book a new appointment or need to reschedule an existing appointment, you’ll simply take their request from the text conversation and make the change/appointment on the appointment book.
Can I import my list of customers to Textel?
Yes. We recommend importing your customer list, however, our API connectivity will also sync your customers as they text inbound as long as they are already added to the Inspire database. You can always add new contact manually to the Textel platform as well.
Can I start with Textel 2-way Texting?
Yes. You can start with Textel conversational texting and choose to add Textel Blast at a later time.
Does Textel manage Opt Ins?
Yes. Textel manages opt in/out on our platform through the use of keywords and associated QR codes. Our platform provides you the tools for best practices and TCPA compliance.
Does Textel have templates for Textel Blast?
No. Textel does not provide templates for Textel Blast. Textel DOES provide text templates for Conversational Texting.
Is there a limit to how many contact I can import?
No, there is no limit as to how many contacts or contact lists you can create or import. We do recommend you limit your import size to 30,000 contacts or less at any one time.
What is the character limit for Textel Blast and Conversations?
500 characters or 600KB. Whichever comes first.
Can I send GIF images?
Yes