Custom SMS best practices
Ian avatar
Written by Ian
Updated over a week ago

The custom SMS feature is a pro’s best friend best friend. This automated feature allows Pro's to have a dynamic experience with their customers, keep clients notified of crucial job status information, as well as enabling clients to message back from the convenience of their mobile device.  Here are a few guidelines to utilize this feature in the most professional way.

  1. Choose the area code that best represents your clientele. 

Currently there is not a way to change or assign the custom number that is used for your Custom SMS feature. When you are given the option to choose an area code we recommend choosing one that best represent the majority of your clientele as well as suites your business needs. 

Note: If the customer calls the custom sms number, they’ll be routed to the business number listed in the your company profile.

2. Tailor your Custom SMS notifications to fit the needs of your company 

Your custom SMS feature comes standard with 3 automated notifications. Feel free to use the provided templates or customize it to fit your companies brand image. Many companies choose to show their techs name / profile pic within these notification. If you decide this is not the best fit for you, you can adjust these settings to show only your company name instead which is helpful when techs are frequently switched between jobs.

3. Utilize the text invoice/estimate feature
Did you know that almost three quarters (72.6 percent) of internet users will access the web solely via their smartphones by 2025, equivalent to nearly 3.7 billion people. You can utilize the text invoice/estimate feature making it easy for your customers to access and respond to you from the convenience of their mobile device. 

4. Assign a POC to monitor all inbound messages from your customers
We recommend designating yourself or one of your users as a POC within your account. This will help to insure that all communication that is inbound from the customer is monitored frequently. Below are details on where inbound customer text messages are sent.

  • If the job is “In Progress”, meaning ‘On My Way’ has been clicked, messages to a Pro’s Custom SMS number will be sent to the technician assigned.

  • If the job is not “In Progress” (before ‘On My Way’/after it’s marked as ‘Finished’), any message to a Pro’s Custom SMS number will be sent to the Point of Contact in the Pro’s account. 

Note: If there isn’t a designated Point of Contact, the message will go to the original admin/owner on the account. You can see this via user ID in admin. It will be the lowest number.


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