1:1 Texting FAQ
Make your 1:1 text messages count!
It’s now easier than ever to connect with your fanbase. Use Texting to communicate in real-time with fans by sending and receiving texts, photos and videos.
Direct links, exclusive offers, and other content that makes an impact. Transactional messages can now be sent out in one click.
Frequently Asked Questions
Q: What is the best method for letting fans/patrons know how to ‘opt out’?
A: For best practices, your initial messages to each fan/patron should contain the “reply STOP to opt out” tag at the end of your message.
Q: If a fan would like to opt out of texting, how can they do that?
A: If someone would like to opt out of texting, they must reply ‘STOP’ to the message. There is currently no workflow for a client user to unsubscribe a fan on their fan profile—fans must do this on their own.
Q: What happens if a sales rep is out of the office? What happens to their leads?
A: Users must first “get a number,” which will generate a pre-approved number from our SMS provider. Once a user has a number, they can then switch to any other organization-approved phone number from the drop down list next to the user’s name. Users can create a new message or reply to an existing conversation.
Q: If I am using a response text template, am I able to make changes to the template before sending?
A: Yes, once you select one of the pre-populated templates, you can make changes before sending the text out to fans.
Q: Is there a character limit for individual texts?
A: A single text character count can contain up to 160 characters. Anything between 160-320 characters will display to fans as a single message, but will count as two segments and charged as two SMS messages. Sending messages shorter than 320 characters will ensure the best deliverability and user experience.
Q: Can I use emojis in 1:1 Texting?
A: Yes, but be aware that emojis are counted differently than standard letters and symbols towards the total character/segments.
Q: Is there a size limit on single messages to a fan/patron?
A: A single Multimedia Message Service (MMS) can contain no more than ten media files, and the total size of all media within the message cannot exceed 5MB. Documentation.
Q: Can promotional offers and discounts be included in individual conversations?
A: Yes! Promotional offers and discounts are a great way to drive conversions.
Q: As a sales representative, is there a way to still view old texting conversations if they no longer display in my Conversations display tab?
A: Yes, all correspondence is logged as ‘Notes’ in the individual fan profile.
Q: Is the FanThreeSixty Texting product set up to reflect my state’s regulation & compliance rules on specific texting “Quiet Hours”?
A: No. FanThreeSixty’s Texting product does not enforce any state specific “Quiet Hours” or restrict the ability to send messages during “Quiet Hours.” Please reference your state’s compliance regulations.
Q: Character counts and message segments are confusing, how do I know if my message meets best practice standards?
A: The message builder will contain a character/segment counter to provide a real-time indicator of remaining characters and segments, taking the guesswork out of crafting the perfect message.
On the Roadmap
Q: Is there a way to receive notifications when I get a new text message from a fan/patron?
A: If you are using multiple tabs, the FanThreeSixty Platform tab will flash blue when you have a new text/notification.
Q: How will I know if a fan has opted in/out for texting?
A: The fan profile will contain a flag to confirm their solicitation status of “Stop,” “Unsubscribed,” or “SMS Solicitation.”
Q: Do I have the capability to create a template response?
A: No. Today, the only templated responses are generated by FanThreeSixty. Please let your Client Success team member know if you have an idea for a new template.