Frequently Asked Questions
Find answers to commonly asked questions about TextFlow.
General
Section titled “General”What URL do I use to access TextFlow?
What browsers are supported?
Chrome, Firefox, Safari, and Edge (latest versions).
Can I use TextFlow on mobile devices?
Yes, TextFlow is fully responsive and works on mobile browsers. However, desktop is recommended for optimal experience.
Account & Login
Section titled “Account & Login”I forgot my password. How do I reset it?
Click “Forgot your password?” on the login page, enter your email, and follow the instructions. See Password Reset for detailed steps.
How long are reset codes valid?
15 minutes from the time they’re sent.
What do I do if I'm locked out due to too many login attempts?
Wait 15 minutes for the rate limit to reset, or contact your administrator.
How do I change my password?
Go to Settings → Security → Change Password. See Change Password for details.
Messages & Campaigns
Section titled “Messages & Campaigns”How many messages can I send per day?
This depends on your subscription plan. Check the Dashboard for your daily and monthly limits.
What happens when I reach my message limit?
Campaigns are automatically paused until your limit resets (daily at midnight EST or monthly on the 1st).
What is the character limit for SMS messages?
160 characters for standard SMS, 70 characters for Unicode (emojis, special characters).
Can I schedule messages for specific times?
Yes! When creating a campaign, choose “Scheduled” and select your desired date and time.
What are "quiet hours"?
Messages are only sent between 9:00 AM and 9:00 PM in the recipient’s timezone. Messages scheduled outside these hours are held until morning.
Can I personalize messages?
Yes, use tokens like {{firstName}}, {{lastName}}, and {{company}} in your message templates.
How do I view message delivery status?
Go to Messages or view campaign analytics. Status icons show: Sending, Sent ✓, Delivered ✓✓, or Failed ✗.
Contacts & Lists
Section titled “Contacts & Lists”How do I import my contacts?
Go to Contacts, select a list, click “Import”, and upload a CSV file. See Importing Contacts for details.
What's the difference between lists and tags?
Lists are fixed groups (e.g., “VIP Customers”), while tags are flexible labels (e.g., “toronto”, “interested-in-sale”). Use lists for simple organization, tags for detailed segmentation. See Contact Management for more.
Can a contact be in multiple lists?
Yes, contacts can belong to multiple lists and have multiple tags.
How do I handle opt-outs?
TextFlow automatically processes STOP, ARRET, and UNSUBSCRIBE keywords. Opted-out contacts cannot be messaged again unless they text START.
What phone number format should I use?
Always include the country code: +14165551234 or +1 (416) 555-1234
How do I export my contacts?
Select a list/tag or “All Contacts”, click “Export”, choose CSV or JSON format, and download.
Compliance
Section titled “Compliance”Is TextFlow CASL compliant?
Yes, TextFlow is designed for Canadian businesses and includes built-in CASL compliance features like automatic opt-out processing, consent tracking, and quiet hours.
What opt-out keywords does TextFlow recognize?
STOP, ARRET, UNSUBSCRIBE, CANCEL, END, and QUIT (case-insensitive).
How quickly are opt-outs processed?
Immediately. Once a contact texts an opt-out keyword, they’re automatically marked as opted-out and excluded from all future campaigns.
Do I need consent before messaging contacts?
Yes, CASL requires express or implied consent before sending commercial electronic messages. Always document how consent was obtained.
How long do I have to process an opt-out request?
CASL requires processing within 10 business days. TextFlow processes opt-outs immediately.
Billing & Plans
Section titled “Billing & Plans”Can I purchase additional messages beyond my plan?
Yes, administrators can purchase one-time message packs from the Dashboard.
When does my usage reset?
Daily limits reset at midnight EST. Monthly limits reset on the 1st of each month.
How do I view my current usage?
Check the Dashboard for real-time usage statistics including daily and monthly message counts.
What happens if I exceed my plan limits?
Campaigns are paused until your limit resets. Administrators can purchase additional message packs to continue sending.
Technical
Section titled “Technical”Why am I seeing "Invalid or expired session"?
Your session has expired. Log in again. Sessions expire after 24 hours of inactivity.
Messages aren't sending. What should I check?
- Verify you haven’t reached your daily/monthly limit
- Check that contacts haven’t opted out
- Ensure phone numbers are valid (+1 format)
- Contact support if issues persist
Can I integrate TextFlow with my CRM?
API integration is available. Contact /support for API documentation.
How do I add custom fields to contacts?
Go to Settings → Custom Fields, click “Add Field”, enter field name and type, then save.
What happens to messages sent during quiet hours?
They’re automatically held in a queue and delivered when quiet hours end (9:00 AM recipient timezone).
How is the recipient's timezone determined?
Based on the phone number’s area code. For example, 416/647 area codes = Eastern Time.
Dashboard & Analytics
Section titled “Dashboard & Analytics”What does "delivery rate" mean?
The percentage of sent messages that were successfully delivered to recipients. Calculate as: (Delivered / Sent) × 100
What's a good response rate?
Industry average is 10-45% depending on message content and audience engagement.
What should my opt-out rate be?
Aim to keep it below 2%. Higher rates indicate message frequency or relevance issues.
How do I export analytics data?
Go to campaign analytics, click “Export”, and download as CSV for analysis in Excel or other tools.
Two-Way Messaging
Section titled “Two-Way Messaging”How do I reply to incoming messages?
Go to Messages, select the conversation, type your reply in the message box, and click Send.
Can I set up auto-responses?
Yes, go to Settings → Auto-Responses to configure automatic replies for specific keywords.
What does the VIP tag do?
Marks important contacts and keeps their conversations at the top of your inbox for priority handling.
How do I archive conversations?
Open a conversation and click “Archive”. Archived conversations reappear in your inbox if the contact replies.
Still Need Help?
Section titled “Still Need Help?”Can’t find your answer? Contact us:
- Documentation: Search this guide
- Support: Contact your system administrator
- Technical Support: Submit a support request
- Getting Started: See Getting Started Guide
Questions answered: 50+ | Last updated: November 2025