Communicating today is nearly synonymous with texting. Text messaging is where everyday decisions are made with 78% of consumers saying SMS is the fastest way to reach them. People want to confirm appointments, ask quick questions, approve quotes, and reset passwords without ever dialing a phone number.
When your business isn’t text-able, it feels slower, no matter how fast your email and phone response time is. With two similar companies offering the same service, the company who emails might get lost in a crowded inbox. The one who communicates via SMS feels easier to work with and more modern. And SMS boasts a remarkable 98% open rate – far higher than email.
To see the impact, think about a few everyday scenarios—especially since 71% of consumers demand natural, conversational experiences.
In each case, texting turns a potential friction point into a seamless interaction that builds loyalty.
A lot of businesses already text customers. But if your business doesn’t offer an SMS solution, employees may end up using their personal phones. And when conversations live on individual devices, you lose control. That’s not just inconvenient—it’s risky if a dispute or compliance issue comes up.
The right business texting systems allow your team to see shared conversation history, step in when someone is unavailable, and retain records for as long as your policies require. Now you have visibility and control.
Business texting provides the convenience and control your business needs. But once any business sends texts to customers, a host of industry rules and regulations kick in. If these rules aren't followed, you may be fined or banned outright.
And these regulations are important for two all too familiar reasons: Spam and Fraud. To combat these abuses, wireless carriers have established rules and processes that must be followed when a business sends texts.
Learn more about regulations that safeguard from spam and fraud: https://www.fusionconnect.com/resources/glossary/stir-shaken
P2P or Person-to-Person
Regular people texting each other.
A2P or Application-to-Person
Businesses or systems texting people, whether automated or sent by staff using business tools.
If you’re a business sending A2P messages from regular 10-digit numbers (10DLC, or “10-Digit Long Code”), you’re operating in a regulated space designed to reduce spam and abuse. Carriers want to know who you are, what you’re sending, and how people consent to receive messages.
Carriers refer to each approved use as a “campaign,” even if it’s not marketing in the traditional sense. Following the steps to properly register your campaign ensures reliable SMS delivery while skipping proper registration has serious downsides.
Without proper registration, carriers can treat your business’s text traffic as suspicious. Any issue with registration could mean messages get blocked, delayed, or heavily filtered. That means your team might believe they’ve communicated important information that consumers never actually receive. And your business could face extra scrutiny or fees if your traffic is flagged as non-compliant.
Automated reminders and alerts are powerful, but real relationships need real people. When your staff can text from business numbers inside tools they already use—like Microsoft Teams or Cisco Webex—they can move fluidly between channels.
Your team never loses context. And with the full conversation history in one place, they can hand off conversations smoothly, keeping records aligned with your retention and compliance policies. That’s a better experience for customers and less chaos for your employees.
Each business is subject to different and sometimes highly specific data retention and compliance policies. That’s where employing a business texting solution is key:
Data loss prevention (DLP) for SMS involves securing, monitoring, and controlling sensitive information sent via text to prevent unauthorized access or leaks. What kind of information, patterns, or context would be protected?
Employee: “Can you process this payment today?”
Partner: “Yes, I will need additional details to process.”
Employee: “Card is 4539 1488 0343 6467, exp 11/27, ZIP 98077.”
DLP detects and prevents the sharing of sensitive information types such as credit card numbers, bank details, Social Security numbers, or government IDs.
Employee: “I’m locked out of the dashboard.”
Colleague: “Use my login for now.”
Colleague: “Username: j.smith@company.com / Password: Temp#9843!”
DLP monitors for credentials, passwords, access tokens, or authentication information, especially when shared outside approved workflows.
Executive: “Board hasn’t approved this yet.”
Employee: “Understood.”
Executive: “Q3 revenue is coming in ~18% below forecast. Do not share.”
DLP protects confidential business data, such as unreleased financial results, M&A discussions, or legally sensitive material, especially when shared outside of sanctioned tools.
As SMS volume grows, AI tools can help your team write clear, complete, and effective texts without switching between apps or spending time crafting the “perfect” message.
For example, a customer support manager responding to a service update can simply type a short prompt inside Teams or Webex, such as: Notify customer about a 30‑minute delay and next steps.” The AI then generates a well‑structured message that maximizes clarity and completeness in a single message to help teams communicate faster, reduce follow‑up questions, and maintain a professional, consistent tone.
And all the text is automatically logged, associated with the correct conversation or ticket, and made visible to the broader team—improving collaboration and accountability.
Adding business texting to your Teams or Webex makes it easier for people to reach you the way they already communicate with visibility and control built in. When done right, it turns friction points into seamless interactions. AI tools supercharge your team, allowing them to move faster, communicate better, and make smarter decisions
Partnering with Fusion Connect helps protect your business by ensuring proper campaign registration, DLP protections, and data compliance. All ensuring SMS becomes a strategic asset.