Your Guide to Texting Your Customers in 2026

In 2026, the phone call vs. email debate is officially over. In fact, text messaging has emerged as the preferred communication channel, and it fits right into the palm of your customers’ hands.

Texting is no longer just nice to have; it’s necessary in most contact centers. Whether you’re in debt collection, healthcare or digital media, your customers are looking for a way to resolve issues quickly and efficiently without the friction of a live phone call. But as regulations tighten and carrier requirements become more complex, choosing the right platform matters more than ever.

Here is your guide to navigating texting your customers in 2026 and why TCN stands out as the best choice.

Understanding the tech: 10-DLC, toll-free and short codes

While your customers care about the message they receive, your business needs to care about how it’s delivered. In 2026, choosing the right “lane for your traffic” lets you communicate everything you need without overspending.

• 10-digit long code (10-DLC): These are standard 10-digit phone numbers optimized for business-to-consumer texting. They offer a local feel that builds trust and are perfect for two-way conversations between agents and customers.
• Toll-free: These numbers (e.g., 800 or 888) are free for callers, vetted for high-volume delivery and ideal for customer service lines that need to support both voice and text on a single, recognizable number.
• Short code: These are five or six-digit numbers designed for massive, one-way broadcast bursts, potentially including hundreds of thousands or more messages per day. 

The advantage with TCN is that, regardless of the “lane” you choose, TCN handles the heavy lifting of phone number management. We ensure your numbers are fully verified with carriers so your messages hit the inbox instead of the spam folder.

But deciding which type of number to use to send your messages isn’t the only tech you need to understand – it’s also important that you know what type of message you should be using. To break it down: it’s best to utilize Short Message Service (SMS) for quick texts or alerts, Multimedia Messaging Service (MMS) for payment links and images and Rich Communication Services (RCS) for more interactive threads.

Why texting is the preferred channel

Once you’ve chosen the right delivery lane, the real value lies in how your customers actually engage with those messages. The convenience of texting is a major benefit, as a text message offers debtors or busy professionals a manageable task they can handle on their own time, unlike an interrupting phone call. This is particularly impactful in the collections industry, where sending a required notice via SMS rather than physical mail drastically speeds up the timeline for payment requests and reduces overhead costs. While older generations may be slower to accept text messaging, younger demographics almost exclusively prefer digital-first communication.

How TCN compares to the competition

Because every demographic responds differently, you need a platform that doesn’t lock you into a rigid strategy. This is where TCN’s flexibility outpaces the field. Many competitors require one-year or more contracts, where you essentially guess how many messages you’ll send 12 months in advance. At TCN, we offer a pay-as-you-go, no-contract model. That way, you only pay for what you use and you don’t have to calculate your needs a year in advance, making TCN the most cost-effective and scalable solution for businesses with fluctuating volumes. 

On top of our no-contract promise, TCN has built-in compliance. And at TCN, this isn’t an add-on; it’s baked into the price. Instead of worrying about the fine print, our system handles the heavy lifting for you – automatically scrubbing contact lists and providing pre-approved templates. Ultimately, we stay ahead of debt collection regulations so you don’t have to worry about the fine print.

Here are a few more benefits you’ll receive when you partner with TCN for text messaging:

Two-way conversations and integration

TCN doesn’t just blast messages; we facilitate conversations. For example, we provide a seamless, hands-off experience in which an agent can be on a live call with a customer and send a secure text message payment code or a document link simultaneously. Plus, our platform, Operator, consolidates your vendors so you don’t need one company for voice and another for texting. Everything, including detailed reporting dashboards, lives in one easy-to-use place. 

The agent experience

You don’t need a degree in coding to use TCN’s texting features. Within the Agent Portal, your team can:

1. Quickly launch a text campaign in minutes.
2. Use TCN Flows to build no-code AI chatbots that handle basic FAQs.
3. Monitor real-time reporting to see which messages are driving the most conversions.

Future-proof your outreach with TCN

In 2026, the best contact center is the one that is easiest to talk to. By choosing TCN, you aren’t just getting a texting tool; you’re getting a compliant, scalable and contract-free partner dedicated to elevating your customer experience. 
Learn more about how TCN can transform your outreach and see what texting can do for your business.