Types of text messages + how to scale your messaging

My first phone was an old Nokia 6020. To text, I had to press the number keys multiple times to get a single letter. A simple “hey?” Press 4 twice for “h,” 3 twice for “e,” and 9 three times for “y.”

Text messaging has come a long way since then. And for businesses, it can do much more than just send quick reminders or simple updates. Every message type, from photos and links to helpful tips, affects the customer experience in its own way.

In this guide, you’ll learn about the six different types of text messages, when to use them, and how. I’ll also share some automation tips to help you save time while still making every customer feel special.

💡Important: You need to get verbal or written opt-in before sending texts like event reminders or promotions. Without it, you’re only allowed to reply when someone messages you first. Skipping this step could put your business at risk of non-compliance with TCPA regulations.

6 Different types of text messages

Not every text is built the same. Some are perfect for quick updates, while others are ideal for sharing images or links. Here are six different types of texts and what each one’s good for.

Type of text message format	Media supported	Limits
SMS	Just text	160 characters, no media, not end-to-end encrypted
MMS	Images, videos, GIFs, PDFs, longer text	1-3.5 MB, depending on carrier
Instant messaging	Text, images, videos, audio, documents, GIFs, stickers, location pins	Both sender and receiver must use the same app; requires internet
RCS	High-res images and videos, read receipts, typing indicators	Limited carrier/device support; may fall back to SMS; encryption inconsistent
In-app messaging	Pop-ups, chat bubbles, banners, tooltips	Only visible while user is in your app; not practical without a dedicated app
Push notifications	App alerts	Only works if user has your app notifications enabled; can be ignored if overused

1. Short Message Service or SMS

Best for: Quick, plain-text updates that reach any phone

SMS stands for Short Message Service, and it’s the most basic type of text you can send. These messages are limited to 160 characters and only support plain text. No images, PDFs, or video clips are allowed.

SMS is the easiest form of text messaging for businesses to set up since it’s standard with carriers. It also works on virtually every phone and is highly reliable. All you need is a cellular network and a signal. That’s why so many businesses rely on it to communicate with customers.

Use SMS texts to:

• Confirm appointments
• Send appointment reminders
• Answer quick questions
• Share short updates, like business hours or closures
• Send payment reminder messages
• Follow up after a visit
• Ask for business reviews

You can even schedule texts like birthday greetings or holiday messages in advance, so they go out right on time. 

Just know that SMS isn’t end-to-end encrypted. This means your provider and carriers could technically access message content. For sensitive information, it’s better to use a more secure channel.

💡Pro tip: To avoid carrier spam filters, don’t use generic link shorteners like bit.ly. Also, clearly identify your business, and avoid overly salesy words like “guaranteed” or “100% free.” Learn more in our guide to SMS compliance.

2. Multimedia Messaging Service or MMS

Best for: Visual messages that add context beyond plain text

MMS, or Multimedia Messaging Service, lets you send content like images, GIFs, audio clips, short videos, and PDFs. 

With most phone carriers, MMS requires a cellular data connection. It also incurs higher carrier fees. But with VoIP phones, you can send MMS with any internet connection, including WiFi.

Use MMS to:

• Send a digital receipt or invoice
• Share a short video tutorial or walkthrough 
• Show off a product demo
• Send an event poster with time and location
• Share before-and-after service photos
• Share a restaurant menu

Choose MMS vs SMS when you want to give more context or deliver a stronger visual impression. 

One thing to keep in mind: multimedia messages have lower deliverability than SMS. Since it requires a smartphone with a data connection, MMS might not work on older, basic phones. 

Like SMS, MMS isn’t end-to-end encrypted. So don’t share confidential customer information through it.

💡Pro tip: If you’re planning to send large files, try compressing them first. MMS messages have size limits, and smaller files are delivered more quickly and reliably. The exact size limit depends on your carrier, device, and network. For Verizon, that’s typically 1.2 MB for images and 3.5 MB for videos. For AT&T, that’s 1 MB.

There are also intercarrier file size limits. According to Verizon, “A message that exceeds the other carrier’s limits may be rejected and won’t reach the recipient.”

3. Instant messaging

Best for: Real-time, two-way conversational messaging with more privacy

Instant messaging is texting that travels over the internet instead of your phone carrier. It generally needs a custom messaging application, like WhatsApp, Slack, or Facebook Messenger.

Instant messages or IMs are useful if your customers prefer apps like WhatsApp or Messenger. They also give your support team more channels to connect with people in real time and meet them where they are.

With IMs, you can share content like:

• Text
• Pictures 
• Videos
• Voice notes 
• Audio files 
• Documents 
• GIFsand stickers 
• Location pins or contact cards

Chat also comes with more features compared to SMS or MMS. For example:

• End-to-end encryption for higher privacy
  Read receipts, so you know when a customer has seen your messages
  Typing indicators, which show when someone is responding
• Business accounts are available on most platforms

⚠️The catch: Instant messaging only works if both you and your customer use the same app. If your team uses iMessage and your customer has an Android device, the message will be converted to SMS. Which means dropping features like encryption and read receipts.

4. Rich Communication Services or RCS

Best for: Texting customers with richer features than SMS/MMS without needing a separate messaging app

Rich Communication Services, or RCS, is a newer type of texting that offers more features than regular SMS or MMS. 

Use your phone’s built-in messaging app to: 

• Send high-resolution videos and images
• See when someone is typing
• Get read receipts

Unlike WhatsApp, RCS doesn’t require a separate download. And unlike MMS, it can be sent over WiFi. 

RCS runs on phones with iOS 18 and Android 5.0 or higher. But if either of you doesn’t have one of these operating systems, your message will be converted to SMS.

That means your message might show up as plain text, or not show up at all. Until RCS becomes more universally supported, it’s best treated as a nice-to-have, not a must-have for business communication.

⚠️Note: RCS isn’t fully encrypted across all devices or chat types yet. For example, person-to-person chats on Google Messages are end-to-end encrypted. But cross-platform messages — Android to Apple — aren’t. So use RCS for richer conversations, not sharing sensitive information.

5. In-app messages

Best for: Guiding users while they’re actively using your app

In-app messages only appear while someone’s actively using your app. These can show up as:

• Pop-up notifications
• Chat bubbles
• Banners
• Tooltips 

In-app messages are triggered based on what someone’s doing inside your app. Use them to:

• Welcome users 
• Guide users through a feature
• Announce a new product or promotion 
• Share quick tips or reminders tied to their actions
  

That said, in-app messages don’t stick around. If someone closes your app, they typically won’t see the message later. These aren’t push notifications — they don’t show up on someone’s lock screen or home screen. So they’re not suited for time-sensitive alerts or important follow-ups.

Plus, to implement them, you’d need an app. So for most small businesses, in-app messages aren’t practical. They require technical integration, ongoing maintenance, and analytics setup. This usually calls for dedicated developer resources.

6. Push notifications

Best for: Re-engaging customers while they’re away from your app

Push notifications show up on a user’s phone or computer screen, even if they’re not actively using your app. 

Push notifications are useful when you want to:

• Share a time-sensitive update 
• Alert customers when their service provider is on the way
• Promote a limited-time offer or discount
• Nudge customers to complete a booking or payment

These messages are hard to miss unless someone has turned off your app’s notifications. Like in-app notifications, implementing push notifications isn’t practical for most small businesses. Unless you already have an app.

3 ways to use text messaging in your business

Let’s look at the types of business text messages you might want to send and how they work:

1. Two-way communication: These are text messages that allow you and the person you’re messaging to reply and have a conversation. They’re great for having real-time, peer-to-peer conversations  with customers to answer questions, confirm appointments, or handle support issues.
   
2. Group messaging: Want to send one message to multiple people at the same time? Group texts let you reach several contacts, like your team or a list of customers, in a single thread. Everyone included can see all the replies, making it easy to share updates or have a group conversation in real time.
   
3. Short code or bulk texts: Short codes are five to six-digit numbers, like 12345. Unlike regular phone numbers, they’re made for sending one-way messages in bulk. Think promotions and mass marketing campaigns. Most recipients can’t reply, and short codes cost more to set up. 

💡Related: Best business texting services

5 tips to save time in your business messaging strategy 

Small changes in how you message customers can make a big difference in your workload. Cornerstone Caregiving cut down on 3,000 hours a month. How? By automating follow-ups, using message templates, and scheduling texts.

Here are a few practical ways you can make your own SMS workflows more efficient:

1. Auto-replies: These are automatic texts sent in response to missed calls, voicemails, and texts. They let you keep customers informed and manage expectations when you’re unavailable. No need to respond manually every time.

“The auto-reply features make me look like a hero. My customers think that I’m always on top of things, even when I am offline for the night.” — Ronald Mansilla, Founder of Safely Finance

2. Snippets: Using Quo, formerly OpenPhone, snippets are pre-saved text templates. That way, you don’t have to retype the same reminders, follow-ups, or payment requests over and over. Simply pick the right snippet, personalize it, and send. This keeps your responses consistent and saves time on repetitive messaging.
   
3. Automated text messages: These are sent automatically after a customer takes an action, like booking a meeting or placing an order. They make sure the right information is sent every time without manual effort. With Quo’s Zapier and Make integrations, you can easily set these up. For example, you can send an introduction text when someone books a service for the first time.
   
4. CRM integrations: When customers text your number, those conversations can be synced to your CRM, Like HubSpot, Salesforce, or Jobber. Customer replies automatically update their contact record. This helps you maintain context across all touchpoints.
   
5. Scheduled messages: Set it and forget it. Queue up messages outside of working hours through scheduled texts in Quo. You can easily schedule text messages based on your contacts’ time zones. This also helps you stay compliant.  

Quo: The best business phone system for texts and calls

Some customers prefer to call, others prefer to text. With Quo, they can do both.

Quo supports SMS, MMS, toll-free, and international texting, so you’re always covered, no matter who you’re messaging. You can also set up auto-replies, scheduled texts, snippets, and group texts to help your team stay responsive and organized. 

Plus, Quo works across all your devices — whether you’re getting text messages on your computer at the office or on your mobile phone while you’re on the go.

Beyond texting, you get unlimited calling to US and Canadian numbers, so you never have to worry about running up your phone bill. Shared SMS inboxes help your team manage conversations together.

Integrations with tools like HubSpot and Salesforce make sure every message is synced in the right place and under the relevant contact.

Want to give Quo a try? Learn more about our small business phone system or start your seven-day free trial today.

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