Text messages
Texts the shopper can answer
- Hi Sam, it's Ava from Northline Goods. Your cart is saved: the trail runners in size 9. Want the link to finish your order?
- Yes please. Do they ship by Friday?
- Orders placed before 3 pm ship the same day, so Friday works. Here's your checkout: nlg.co/r/8KQ2
- Done, thanks
Reply STOP to opt out · HELP for help
ACR texts from a number set up for your store, and reads the reply. A shopper who asks about delivery gets an answer, a shopper who wants the link gets the link, and a shopper who says STOP is never texted again by that store.
What a text does
A short message with somewhere to go
Carries the checkout link
The shopper's own cart, shortened on ACR's link domain and tagged with your campaign's link parameters, so clicks show up in your analytics.Answers back
Replies are read and sorted as positive, undecided or negative. The run follows the sequence you set for each, and a reply the agent can't place waits for your team.Stops when it should
STOP, HELP and START are handled before anything else is read. An order, a hand-off or an opt-out ends the outreach.
Text settings
What you decide for texts
Sender
The number shoppers see
Texts go out from the phone numbers set up for your store, one per country you reach.Sequence
When each text goes
A first text and any reminders, each a set delay after the step before it, inside the shopper's hours.Links
Static or dynamic
Send each shopper their own checkout, or one fixed page, with UTM parameters you choose and optional shortening.Follow-ups
After the reply
Separate follow-up sequences for positive and undecided replies, and for negative ones if you turn them on.Countries
Where texts may go
Texts are allowed country by country. New campaigns allow the United States and Canada.
Hand-offs
When the shopper needs a person, your team gets the thread
Growth Dept ACR 10:41
Hand-off requested: wholesale order
The shopper wants 40 pairs for a running club and asked to speak with someone about a bulk price. Outreach is paused for this shopper until your team resolves it.
You choose which requests go to a person: billing, order status, returns and refunds, a complaint, a privacy request or a plain request to speak to someone, plus anything you name yourself. ACR pauses outreach to that shopper and sends your team the conversation by email, Slack or both.
Hand-offs wait in a list in the app until someone marks them resolved.
Works with the tools you already use
Connect your store, then start from the recommended campaign settings.
Before every text
What ACR checks before a text goes out
| What you get | Growth Dept ACR |
|---|---|
| No order yetAn order from the shopper cancels every step still waiting. | |
| Inside the shopper's hoursThe schedule and state rules are checked again at the moment the text is due. | |
| Consent for texts on fileWith the consent check on, the default, a shopper is texted only when the store recorded text-message consent. | |
| Not suppressedNumbers on the store's suppression list are skipped, whoever added them. | |
| Country allowedThe shopper's country has texts switched on for this campaign. |
Opt-out words
STOP, HELP and START come first
STOP
Ends contact from your store
The shopper goes on your store's suppression list for every channel, the run ends, and the shopper gets one confirmation.
HELP
Says who is texting
The reply names your store and says how to opt out.
START
Opts back in
A shopper who texts START lifts their opt-out, and their consent to texts is recorded.
Questions
Questions about this part of ACR
Something not covered here?
Ask us on a call, or read the full list of questions.
- 01
What happens when someone replies STOP?
STOP, HELP and START are read before anything else. STOP adds the shopper to your store’s suppression list for every channel and ends the outreach. HELP gets a reply with your store’s name and how to opt out. START lifts that opt-out and records consent to texts. - 02
Do shoppers need to have given consent?
The consent check is on by default for every new campaign: a shopper is contacted on a channel only when the store has a record of consent for it, such as the text-message opt-in at checkout. Your store is responsible for collecting the consent the law requires. See the compliance page. - 03
Whose phone number and mailbox are used?
Calls and texts come from phone numbers set up for your store in ACR, one per country you reach. Emails go out from your own Gmail or Google Workspace mailbox, so replies land where your team already reads them. Microsoft 365 and SMTP mailboxes cannot send yet. - 04
What happens when a shopper replies?
Replies and call outcomes sort the run as positive, undecided or negative. Each of those can have its own follow-up sequence, or none.
Keep exploring
More of the product
Find out what your abandoned checkouts are worth
Book a 45-minute call with the Growth Dept team. We look at your checkout, where your shoppers are and which channels suit them, and tell you whether ACR fits.