How to keep a record of business text messages

If your reps text customers, those conversations are business records. Here's how to capture and keep them without policing anyone's phone.

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Get reps off personal cells. Move customer texting to a shared company number so the record isn't trapped on a device you don't control.
Capture automatically. Every inbound and outbound message should be saved as it happens — not screenshotted after the fact, which is where records go missing.
Make it searchable. A pile of messages isn't a record until you can find the exact thread in seconds by customer, rep, or date.
Set a retention policy. Decide how long you keep messages and stick to it — consistency is what holds up if you're ever asked.

If a text is about a deal, a promise, or a customer's account, treat it like any other business communication you'd want to be able to produce later.

You can, but it only captures what someone remembers to save, after the fact — the gap is exactly what fails under a dispute.

Written for operators setting up customer-texting the right way the first time.

General information, not legal advice.

KeepTrace captures every customer text from a shared team number — timestamped, searchable, and yours to export in seconds.

Updated August 2026