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TextBack (Customer-Activated Reviews via Text)

TextBack gives customers the ability to enter a business's feedback request process using their mobile phone.

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TextBack gives customers the ability to enter a business's feedback request process using their mobile phone. By sending a keyword text to the business's SMS number, the customer triggers an auto-reply message from the business. The auto-reply includes a link to the business's selected Request Mode the customer clicks in order to complete the feedback request.

Note: U.S. and Canadian-based carriers require a toll-free number be verified before sending or receiving SMS messages. Activating TextBack will begin the verification process, which typically takes 1-2 business days.

Who can use TextBack?

TextBack requires SMS credits (1 credit per keyword text)

U.S.-based toll-free numbers are currently supported in TextBack. Messaging rates and data charges from a customer's carrier will apply. If you need additional assistance please contact support.

Activate TextBack

  1. Log in to your GatherUp account.
  2. If you have multiple locations, select the location you would like to activate TextBack for from the Business Dashboard.
  3. From the menu go to Requests > TextBack.
  4. Click the Activate TextBack toggle to ON to activate TextBack.

Get TextBack Number

After activation, access the TextBack number for your location using Quick Links in Customer Activity.

Edit TextBack Settings

To edit TextBack Settings, follow these steps:

  1. Log in to your GatherUp account.
  2. If you have multiple locations, select the location you would like to edit TextBack settings for from the Business Dashboard.

  3. After activating TextBack, a phone number will be selected for you. Review the assigned number and, if needed, click Edit to update your selected country, area code, or phone number.

    If you have SMS Requests enabled, your TextBack number will be set to the same number as SMS Requests. If you edit the TextBack number, you will also change the SMS sender number for this location.

  4. The default keyword to activate TextBack is "feedback". Click + Add keyword to add a keyword. If you wish to remove a keyword, uncheck the box.

Keywords can be texted as a single word or as part of a phrase or sentence to activate TextBack. If multiple keywords are checked, any one of the keywords will trigger TextBack.

  1. Edit the auto-reply message including up to 126 characters.

The link (Feedback URL) is automatically formatted and included in the auto-reply.

Using emojis in your TextBack message will cause your content to separate.

An example of separated TextBack content cause by using an emoji.

  1. Review the selected settings via the sample image on the right and click SAVE Settings at the bottom of the page when complete.

TextBack is complete and ready for customer use. For businesses in the United States, you can promote your selected number with or without the (1) in front.

For ideas on how to use TextBack for your customers read TextBack: Customer-Activated Reviews Via Text.

Test TextBack

To test TextBack, follow these steps:

  1. From a mobile phone, create a new message.

  2. Enter the TextBack number for the business location you wish to test. To view your selected phone number, log in to your GatherUp account and go to Requests > TextBack for the location you wish to test.

  3. Send a message including the selected keyword to activate TextBack. To view your selected keyword, log in to your GatherUp account and go to Requests > TextBack for the location you wish to test.

  4. Once you receive the auto-reply, click the link to go to the Feedback Landing Page. To edit the Feedback Landing Page log in to your GatherUp account and go to Settings > Request Modes.