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Two-way texting explained
Two-way texting explained
Updated over a month ago

Two-way texting enables real-time, personalized interactions that help you understand customer needs and reach mutually satisfactory outcomes — bringing them from a position of inability to pay all the way through to a successful resolution.

Why use two-way texting?

With two-way texting, you can:

  • Engage customers on the communication channel they prefer and are most likely to respond to.

  • Seamlessly manage conversations within your Lexop environment, ensuring smooth and efficient workflows.

Note: If you haven't included this feature with your subscription yet, contact your account manager at Lexop for more information.

How it works

1. Create a campaign with text messages

To get started with two-way texting, set up a campaign that includes text messages.

2. Recipient replies

Once your campaign is active, recipients will receive personalized messages that offer multiple engagement options, such as:

  • Click on a payment link to access the payment portal.

  • Reply to the message to initiate a conversation with your team.

Important: To prevent flooding and adhere to consent regulations, all text message conversations must be initiated by the recipients themselves.

3. Get notified of responses

When a recipient replies, you’ll see an increment in your notification counter (located in the top bar near Contacts).

By clicking on this notification, you’ll be taken to the Contacts Index page. Unread messages will be clearly marked with a blue highlight and circle in the Modified column.

To quickly find these messages, use the filter to view only Unread replies.

4. Engage through the SMS chat module

When a contact has an unread message, clicking on their name will take you directly to the SMS Chat Module on the Contact Details page. Here, you can view and respond to incoming messages, allowing for seamless conversation management.

Note: The SMS chat module is available only for active campaigns.

On the same page as the SMS Chat Module, you can also manage other key customer interactions and updates, including:

  • Adjusting the customer’s balance after reaching an agreement.

  • Modifying their existing payment plan to reflect new terms.

  • Sending new payment links directly to the customer for quick access to the portal.

👉 Learn more on how to track and manage contacts here.

This streamlined process keeps all customer information and communication history in one place, making it simple to manage conversations and resolve issues efficiently. For example, after an accepted offer, you can adjust the balance, update the payment plan, and provide a new payment link—all from the same page.

Once the conversation is complete and the issue resolved, you can mark the thread as resolved to keep your workflow organized.

Note: You can send a maximum of two consecutive text messages without a recipient's response. Once this limit is reached, further messages will be restricted until the contact replies or a new campaign starts.

Still have questions about two-way texting? Check out our most common FAQs to help you master this powerful feature and make the most of your customer interactions.


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