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SMS Messaging Best Practices

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

💡 What This Is & Why It Matters

This guide outlines how to write, format, and send effective, compliant SMS messages through GlassHouse.

Text messaging is one of the fastest ways to reach potential customers - but it’s also highly regulated. Following these best practices ensures your messages:

  • Stay compliant with carrier requirements
  • Avoid spam filtering or delivery issues
  • Drive higher response and engagement rates

⚙️ Writing and Formatting Your Messages

Keep It Clear and Conversational

  • Write the way you naturally text - short, simple, and human
  • Use friendly, professional language
  • Identify yourself immediately (e.g., “Hi, it’s [Company Name]”)

💡 Pro Tip: The first few words determine if your message gets read. Lead with who you are and why you’re reaching out.

Include One Strong Call-to-Action (CTA)

  • Tell the recipient exactly what to do next
  • Use a single, clear CTA:
    • “Reply YES to book”
    • “Schedule here”

Keep It Short and Focused

  • Aim for 160–280 characters
  • Remove filler or unnecessary words
  • Avoid multiple offers in one message

Use Proper Formatting

✅ Do:

  • Use standard capitalization
  • Keep punctuation clean and minimal
  • Include your company name in every message

🚫 Don’t:

  • Use ALL CAPS
  • Overuse punctuation (!!!)
  • Add em dashes
  • Include raw or external links
  • Include phone numbers in the message

🔗 Links and Tracking

  • Use only the placeholder
  • Do not paste or manually add URLs
  • Do not use third-party link shorteners (bit.ly, etc.)

GlassHouse automatically generates safe, compliant links at send time.

📍 Personalization and Context

  • Use placeholders to personalize messages:
  • Add local context when possible (street, neighborhood, area)
  • Keep tone:
    • Friendly
    • Helpful
    • Action-oriented

🪄 Example Message

Hi , it’s Mike from GlassHouse! We’re working on this week and offering $50 off. Book today: . Reply STOP to opt out.

🧾 Compliance Requirements

Opt-Out Language (Required)

All marketing messages must include:

“Reply STOP to opt out.”

  • Do not remove or modify this language
  • Messages without opt-out text will be filtered or blocked
  • Opt Out language is required on your intial message

Timing & Frequency

  • Send messages between 8 AM – 8 PM (recipient’s local time)

Recommended windows:

  • Morning: 9 AM – 10 AM
  • Evening: 5 PM – 7 PM

    👉Learn more about SMS Quite Hours Compliance

    ⚠️ Common Mistakes to Avoid

    • Adding external or shortened links
    • Sending messages without opt-out language
    • Overloading messages with too much information

    🙋‍♀️ FAQs

    Question Answer
    Can I include multiple links? No. Only the placeholder is allowed.
    Can I use emojis? Use sparingly (1 max recommended). Emojis may increase credit usage.
    Do I need to include my business name? Yes. Always identify your business at the start of the message.
    Can I reuse templates? Yes, but review content and timing before reusing.
    Can I shorten links manually? No. GlassHouse automatically handles compliant link shortening.

    🧠 Pro Tips

    • Think of your message as a digital handshake — clear, friendly, and intentional
    • Send yourself a test message before launching
    • Refresh templates regularly to keep messaging relevant
    • Always preview before sending to confirm formatting and links