5 chapters
Customer context. Relevant audiences. Consent in view.
Chapter 01
Customer contact records
Customer contact records serve as the central repository for all individuals who have interacted with the business via text. Each record captures the phone number, conversation history, consent status, and any linked attributes. Because Textitie treats the original business number as the persistent identity, contacts are automatically associated with the correct line whether they text a toll-free number, 10DLC local number, or enabled existing line. Agents can view the full thread history within a contact record, including notes from previous agents and resolution categories, ensuring continuity across departments and transfers.
Chapter 03
CSV contact import
CSV contact import accelerates onboarding of existing customer lists. Teams can upload large batches of contacts with associated tags, custom fields, and consent indicators in a single operation. The platform validates entries during import, flagging duplicates, invalid numbers, or missing consent data before they enter the system. This process respects the credit-aware delivery logic used in campaigns, giving teams an immediate estimate of how many contacts are ready for messaging. Imported records immediately become available for segmentation and can be enriched over time through ongoing interactions.
Chapter 04
Opt-in and blocked-contact controls
Opt-in and blocked-contact controls enforce the compliance backbone of the entire platform. Every contact record includes a clear consent history showing when and how permission was obtained. Blocked contacts are automatically excluded from all automations, campaigns, and AI-assisted replies. These controls operate uniformly across every channel and integrate with STOP/START handling and consent confirmations from the messaging automations feature. Because suppression is enforced at the record level, no campaign or agent can accidentally message someone who has opted out, protecting both regulatory compliance and brand reputation.
Chapter 05
Interaction-based segmentation
Interaction-based segmentation turns raw contact data into dynamic, high-value audiences. Rather than relying solely on static attributes, Textitie allows segments to be built from actual messaging behavior—such as contacts who replied to a welcome message within 48 hours, opened a campaign within the last 30 days, or have not been contacted since a specific date. These segments update automatically as new interactions occur, feeding directly into Business Text Campaigns and the shared inbox. When paired with resolution categories and analytics, interaction-based segmentation reveals which audiences respond best to certain message types, enabling continuous refinement of outreach strategy.
Conclusion
Together, these chapters demonstrate how Contacts and Audience Management serves as the connective tissue across Textitie’s capabilities. Clean contact records, intelligent tagging, efficient imports, strict opt-in controls, and behavior-driven segmentation ensure that every message—whether automated, AI-assisted, or human-written—reaches the right person at the right time through the business number they already know. This disciplined approach improves deliverability, reduces compliance risk, and maximizes the return on every campaign and conversation while keeping human judgment at the center of all customer relationships.