VirtualText Product Launch Q&A with Chief Product Officer, Linh England

(Rachel Anderson, VirtualPBX CMO) We’re here today for some really exciting news. This week, VirtualPBX is launching yet another product called VirtualText. Our Chief Product Officer, of course, has had a pretty big role in releasing that product. So, Linh, can you introduce yourself and give us an idea of how you’re connected to this exciting launch we have this week?

Absolutely! Well, my name is Linh England, and I am the Chief Product Officer at VirtualPBX, where I oversee a lot of the development and strategic direction for all of our products, including VirtualText, which we’re launching this week. Part of that is ensuring that our products and services truly meet our customers’ needs.

Awesome! I know VirtualPBX has offered some level of business texting on its business phone plans for years, so this is somewhat familiar ground but also new territory. Can you explain what inspired us to create this as a standalone service?

Well, the launch of VirtualText as a standalone product really stemmed from recognizing a shift in how businesses communicate with their customer base. Traditional communication methods, like emails, don’t quite fit the fast-paced demands of the modern world. VirtualText enables fast-paced communication, giving businesses the tools to engage with their customers where they are—without needing additional layers or technical configurations. It’s simple: you can text your customers, engage with them, and offer value in the moment.

When we release products, there’s usually a layer of education that has to happen, but everyone texts. That familiarity has likely helped us understand the customer experience better. Given that we’re in 2025 and everyone is using text messaging, how does business texting serve as a critical tool beyond just engagement?

Business texting is a widely adopted tool because most consumers prefer messaging. It provides businesses an easy way to communicate with customers on the go and keep them updated. Whether you’re a new business needing high customer engagement upfront or an expanding business looking to mass-communicate in real-time without a large labor force, VirtualText helps streamline communication. Business messaging also has high real-time engagement rates, making it an effective tool for growth.

Definitely! It sounds like there are many use cases for VirtualText. Are there any others you’ve seen as we prepare to launch this product?

Absolutely! VirtualText has become a core communication tool for businesses, from small startups to growing companies. For example, a solo entrepreneur just starting out might choose a dedicated business number for customer communication. Without text messaging, they might be stuck answering one call at a time, slowing down their business operations. With VirtualText, they can send updates about orders, shipments, customer support tickets, or promotional offers—all through text, ensuring customer engagement as they grow.

That makes sense. Clearly, there’s a difference for small businesses when they approach the VirtualText product. It seems to align with other VirtualPBX products, where larger enterprises historically had access to tools that smaller businesses didn’t. Can you speak to that? How is VirtualText specifically targeted toward small businesses?

VirtualText is designed for easy adoption. There’s minimal setup required, apart from SMS registration, which is a compliance requirement in the U.S. We guide businesses through this process seamlessly so they can start communicating with their customers from day one. Our team is available to assist with any questions about registration or initial setup.

That’s great! Like our other products, we’ve worked hard to make the process as smooth as possible for small businesses. Beyond just the ability to text, VirtualText also includes extra features that help businesses do more. Can you talk about some of these, like auto-reply keywords and drip campaigns?

Absolutely! One of my favorite features is keywords. Businesses, regardless of size, can use keywords to provide customers with instant, relevant information. For example, if a customer wants an update on their order, they can text a keyword and receive an automatic response. Businesses can also use QR codes to streamline the process, making it even easier for customers to communicate.

That’s incredible! Compared to emails or phone calls, texting provides immediate customer service. I know VirtualText integrates with other business tools—can you talk about some of those integrations?

Yes! VirtualText integrates with HubSpot and Pipedrive, two widely used CRMs. We also support contact syncing with Google Workspace and Microsoft 365, allowing businesses to keep their customer data up to date. These integrations help businesses manage customer relationships, send targeted messages, and automate workflows effectively.

That aligns with the core idea of meeting customers where they are. Another common scenario for businesses is using multiple phone numbers. How does that work with VirtualText?

We offer a unique feature called Shared Numbers. Businesses can assign different numbers to different departments, like sales, support, and marketing. Users can also share numbers across teams, enabling seamless communication. Additionally, our change log tracks responses, so businesses can see who replied to a customer and maintain clear conversation threads.

That’s really useful. I know we’ve covered some of the features, but that’s just the tip of the iceberg. VirtualText has three plan levels: Spark, Engage, and Amplify. How should businesses choose between them?

It depends on the business use case. Spark is great for businesses just starting with text communication. Engage and Amplify offer advanced features like drip campaigns, message blasts, and scheduled reminders, making them ideal for growing businesses that need high-volume messaging and automation.

That sounds great! Once a business selects a plan, what does the onboarding process look like?

Our sign-up process is self-service. Businesses choose a plan, complete their registration, and specify their use case. If they have any questions, our team is available via text, chat, or email. We verify all registration details before approval, and we don’t process any charges until registration is complete. Once approved, our product specialists help businesses set up their accounts and send their first messages.

That’s so exciting! We have a lot planned for this launch. Thank you for taking the time to answer these questions. For those watching, VirtualText is now available at viirtualpbx.com/virtualtext and virtualtext.com. Our team is standing by 24/7 to assist with any questions before or during sign-up. Thanks again, Linh, and have a great day, everyone!