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SMS Best Practices

Best practices for writing, formatting, and sending effective, compliant SMS messages in GlassHouse.

What It Is

A quick-reference guide for writing, formatting, and sending effective, compliant SMS messages through GlassHouse.

🔹 Why It Matters

Text messaging is one of the fastest ways to connect with potential customers — but it’s also highly regulated.
Following best practices ensures your messages stay compliant with carrier rules, avoid spam filters, and drive higher response rates from your audience.

⚙️ Writing and Formatting Your Messages

Keep It Clear and Conversational

  • Write like you text — short, simple, and human.

  • Use friendly, professional language. Avoid jargon or slang.

  • Identify yourself immediately (e.g., “Hi, it’s [Business Name]”).

💡 Pro Tip: The first two seconds determine whether someone keeps reading — start strong with your name and value.

Include One Strong Call-to-Action (CTA)

  • Always tell the recipient what to do next:

    “Reply YES to book” or “Schedule Here.”

  • Limit to one or two CTAs maximum.

  • Avoid clutter or confusing next steps.

Keep It Short and Focused

  • Aim for 160–280 characters total.

  • Every word should add value — remove filler or repetition.

  • Avoid run-on sentences or multiple offers in one message.

Use Proper Formatting

✅ Do:

  • Capitalize normally (not all caps).

  • Use punctuation sparingly and cleanly.

  • Include your Company Name every time.

🚫 Don’t:

  • Use ALL CAPS or excessive punctuation (!!!).

  • Add emojis or em-dashes — these are automatically stripped out.

  • Use multiple links.

🔗 Links and Tracking

  • Use only one link per message.

  • Do not manually shorten links — GlassHouse automatically provides a safe, compliant shortened URL.

  • Always double-check that your link goes to your official business domain.

  • Never include “bit.ly” or other third-party link shorteners.

💡 Pro Tip: Using your verified domain keeps your deliverability rates high and avoids carrier filtering.

📍 Personalization and Context

  • Use merge fields (like ) to make messages feel personal.

  • Mention the street or neighborhood when possible — location context increases response rates.

  • Keep tone friendly, helpful, and action-oriented.

🪄 Example:

“Hi , it’s Mike from Rolling Suds! We’re washing driveways on this week — book yours today and get $50 off: — Reply STOP to opt out.”

🧾 Compliance and Frequency

Always Include Opt-Out Language

  • Marketing messages must include an opt-out option such as:

    “Reply STOP to opt out.”

  • Never remove or alter this text.

Frequency and Timing

  • Schedule messages between 9 AM – 8 PM local time.

  • Use recommended windows for best engagement:

    • Morning: 9 AM – 10 AM

    • Evening: 5 PM – 8 PM

🙋‍♀️ FAQs

Question Answer
Can I send multiple links or emojis? No. Only one link per message and no emojis or em-dashes.
Do I need to include my business name in every text? Yes — always identify your business at the beginning of every message.
Can I reuse my template for another campaign? Yes, but make sure the content and timing are still relevant before re-sending.
Is link shortening required? No — GlassHouse automatically handles this for you. Don’t use outside link shorteners.

🧠 Pro Tips

  • Keep tone friendly but professional — think of it as a digital handshake.

  • Test your message on yourself before sending to see how it reads on mobile.

  • Refresh templates quarterly to keep messaging relevant and timely.

  • Always preview your message before sending to confirm formatting and link accuracy.