Textline review

Textline targets teams that treat texting as a support channel. Every plan includes automations, scheduled messages, announcements, templates, metrics, a mobile companion app and multi-factor authentication, and all tiers are HIPAA compatible. Essentials includes three agents, 600 minimum message credits a month, three years of history, NPS and CSAT surveys, API and webhooks. Pro raises that to five agents and 2,000 credits, keeps history without limit and adds custom roles, custom surveys, Salesforce and time-based routes. Departments let a business send from different numbers for locations or functions, and routes assign inbound texts to the right agent. Textline can text-enable most landlines, though a ported cell number loses voice service and Textline numbers do not make calls. The pricing page did not show plan prices when we checked, so ask for a quote. Extra credits cost $0.03 each, and a 10DLC number carries a $15 monthly campaign fee.

Who it is for

Support teams that need routing, surveys and HIPAA compatible texting across several departments.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Unified inbox for SMS, live web chat and social media messages
• Departments that send from separate phone numbers for locations or teams
• Routes that auto-assign inbound messages and time-based or keyword triggers
• NPS and CSAT surveys, metrics, and private notes inside conversations
• API and webhooks, plus HubSpot and Zendesk integrations

Strengths and weaknesses

• Strength: HIPAA compatible on every plan
• Strength: Can text-enable most existing landlines
• Strength: Add-on message credits are priced at $0.03 each
• Weakness: Plan prices require contacting sales
• Weakness: No voice calling on Textline numbers, only call forwarding
• Weakness: Salesforce integration needs the Pro plan

Key facts

• Essentials: 3 agents and 600 minimum included message credits per month
• Pro: 5 agents and 2,000 minimum included message credits per month
• Add-on credits: $0.03 each
• 10DLC campaign fee: $15 per month

Where it ranks

Textline is No. 4 in our Best Business Text Messaging Software verdict.