Textline Reviews

We chose Textline primarily for its Zendesk integration. With the Zendesk integration, there's a Textline window in the right sidebar of each Zendesk ticket. That makes it easy for our customer service reps to send and receive texts with our customers.

We also use the API to automate some text communications with our customers, and Textline's support is helpful with figuring out the best way to use the API to your particular scenario. In our case, they provided us information on an undocumented feature that improved how our text automation and Zendesk work together.

If you're trying to text from multiple phone numbers, the Zendesk integration won't always show the most recent text conversation with the customer.

Dealing with the customer support team was very easy and efficient. [sensitive content hidden] guided me to make some changes to increase the ease of operations within our company and saved me time trying to figure it out.

Not being able to see if a customer had read my messages.

I love the fact that I can manage mass text on a website and not just on my cell phone.

Not a fan of the contacts page. I manage many mailing lists...feel like the contacts page could be set up better. That's just because I'm used to using a mass email system.

I like how easy it is to prepare and send a text to all of my patients.

I don’t love the way I was initially set up as the rules weren’t made clear to me and it took several weeks to fix the issues I needed to fix to get a text out. I also don’t love that I am not alerted via email or text when someone unsubscribes.

We like the integration with our Pipedrive CRM and ability to automate responses when a client texts a keyword. Also, we're starting to pre-schedule custom announcements to our sorted contacts. The TAGing system allows us to upload and sort our contact lists fairly efficiently.

We can't group parts of client conversations. Example: A client reaches out specifically about a service or product days or months after an initial engagement. It's all in one long conversation. We'd like to see a feature that allows our users to TAG parts of a conversation.

I love this service. I find that many of my clients will overlook and essentially not respond to emails, but with Textline, their responses are better and they are less likely to ignore or overlook the message content. It's convenient to send a mass text to individuals rather than typing it all out separately.

I haven't experienced any cons yet, but I will see it in time.

We use this as a primary form of communication with our assets. The search function is smart and is very useful when looking through multiple converstaions.

ease of use
functionality
multiple​-device access

not available... had nothing but positive experience

The software works quite well. I used it to send announcements to a group of more than +400 people and it always worked great. I liked the announcement feature and really enabled our group to communicate important details.

The mobile app could be improved. It doesn't feel native to iOS and some screens did not render well.

[SENITIVE CONTENT HIDDEN] was very helpful and got me back on line with my company acct. I needed assistance logging in and she was very punctual and polite. She Rocks!!

That it sometimes freezes up at the most hectic times of the day. However overall I am happy with the service it provides to the company I work for.

Textline works well with our software in sending automated messaging. It also works well for mass communication.

Searching is very clunky. It is difficult to find past conversations. An added feature of looking at a contact and being able to see the contact's history of conversations would be very helpful. It is also incredibly easy to accidently send a mass text to all contacts. A warning when a saved search includes all contacts would be extremely helpful. I do also wish they were able to provide customer service earlier than 9am PST as my organization is in EST.

[SENSITIVE CONTENT] have been outstanding at resolving issues for the company I work for. They follow up and make sure every avenue is taken to get the best results.

Setting up previous users can be difficult sometimes.

Very easy to use, and if you have a question, they help you immediately .

I like everything, no cons.
very easy to navigate

What I like is it my entire team can be connected and updated on each text message whether they are at home, at work, or anywhere else. It is very easy for anyone to get caught up on the messages by simply scrolling up and reading, from there, the customer has less frustration since I don’t have to re-explain the situation every time it’s transferred

My only issue is not being able to transfer messages between departments. For us, it is not super important and can be worked around, but for larger businesses it may be a hassle

We love that we can transfer a thread to another rep easily and also give customers an option to reach out to us after hours!

Cost difference between 1-3 and 4+ agents

Easy and intuitive to set up. Fast and easy

Documentation is limited. Example automations would be helpful

Textline allows me to reach out to hundreds of contacts in a very short time, and then manage those exchanges until a sale is closed. I use it on my desktop AND the app on my mobile phone, so it follows me everywhere. The bulk send feature (Announcements) is the key to my personal productivity each and every day. I could not do my job at the level I do able without Textline.

Nothing. There are many features I have yet to explore, but for now it's perfect!

This product helps us work as a team. It has also cut down busywork that has taken up most of our day. We can simply reach out to our candidates for my desktop and track responses within seconds

So far I have not found anything negative about the software. I wish they had a live customer service number. I did need to text but they were very responsive

I love the ease of Textline. The app is very user friendly too. IT has helped us open up the communication with our residents.

price -the cost was too high for us to use it company wide

Textline was very easy to deploy and use. Our agents have no issues with the software. The mobile app works well, as does the web app.

It does not do an amazing job of receiving video.