Customer messaging / One shared conversation
Every text.
The whole conversation.
Bring the office, authorized technicians and customer into the same SMS conversation. Assign responsibility, see the relevant work and keep replies together when the next question arrives.
01 / Share the context
Keep the conversation with the work.
A customer may ask the office about arrival, hear from a technician during the job and return with a follow-up question. The shared inbox keeps those messages in one customer conversation, with related customer and job information available to authorized team members.
Office staff can assign responsibility or take over a conversation. An authorized technician can reply with field context or request an office handoff. Use the Needs reply view to find conversations requiring attention, and snooze a thread when its next step belongs later in the day.
See the connected HVAC workflow02 / Prepare the reply
Make room for a considered message.
Start with an editable quick reply, add the details that matter and include your configured company signature. The composer shows message length and estimated SMS segments so staff can review what they are about to send. Authorized managers can schedule a text for a later time.
Private internal notes give the team a place to leave context without texting the customer. Mention eligible teammates when a note needs their attention. When another staff member replies while you are drafting, a notice prompts you to review that reply before sending your own.
03 / Follow the result
Share the document. Keep the history.
Share permitted quotes, invoices and published service reports from the conversation. The document choices follow the available records and access rules, helping staff send the approved customer link rather than hunting through separate tools for the right document.
Review message delivery status in the thread and use the Delivery issues view when a message needs attention. Delivery is different from a customer reading the text. Conversation history can include supported automated messages, while team permissions determine which records and actions each person can access.
Connect calling and SMS follow-upMake it work for your business
Start with your workflow.
Shape the setup around it.
Start with the people who answer customers and the work they need to see. Review a sample office-to-technician handoff using fictional records.
Activate a paid SMS package and an approved business sender.
Confirm customer consent and the applicable messaging registration.
Set team permissions, quick replies and company signatures.
Sending depends on SMS activation, customer consent and permissions. Usage charges apply. Our team can help you review the sender’s activation status before you begin.
The practical details
Good questions.
Clear answers.
Bring the details of your team, your customers and your current process to the conversation.
Can the office and technician reply in the same thread?
Yes, when they have the required access. Office staff and authorized technicians can contribute to the same customer conversation, so the next person can review the permitted history before replying.
Are internal notes visible to customers?
No. Internal notes are team-only records, available to authorized staff. The composer distinguishes Customer SMS from Internal note before the record is saved or sent.
Can I schedule a text?
Authorized managers can choose a future send time. Review the message and recipient context before scheduling; scheduled messages can be cancelled while the cancellation action remains available.
Can I recall a delivered SMS?
No. The five-second Undo window applies before submission. Hiding a message from staff history cannot retract an SMS that has already reached the customer.
Does Delivered mean the customer read it?
No. Delivery status reports the available messaging delivery outcome. SMS does not provide a customer read receipt, so your team should use the customer’s reply to confirm an answer.
Your team. Your way of working.
Bring us a real scenario.
We’ll walk through the available workflow, setup and costs with you.