Field techs can send and read SMS messages to customers from the mobile app. Messages live on the My Messages page in the field view; threads are scoped to the customers tied to your assigned jobs.
Where messages live in the field app
| View | What it shows |
|---|---|
| My Messages | Inbox of customer threads tied to your current and recent jobs. |
| Thread | Tap a customer to see the conversation history. |
This is a scoped view — you see only conversations with customers you're currently or recently assigned to. The office sees all customer conversations in the full Messages page on the web app.
Send a message
| Step | Action |
|---|---|
| 1 | Open the customer's thread (or the job, then tap their phone/message icon). |
| 2 | Type your message. |
| 3 | Send. |
The message goes out from your Run a Call Phone number — your personal cell is never exposed.
Read incoming replies
Customer replies appear in the thread and the thread bumps to the top of My Messages. Unread threads show a badge count.
You'll also get a push notification when a reply lands (if notifications are enabled in your device settings).
Mark a conversation as read
Tap into the thread. Marking-as-read is automatic on open.
What's NOT supported today
- MMS / photos / files — SMS is text-only on Run a Call today.
- Group messages — one customer at a time.
- Templates / canned responses — type each message manually.
- Forward an SMS to another tech.
- Reach customers outside your assigned-jobs scope — the field view is scoped for tech privacy and focus. To message a customer not on your assigned jobs, ask the office to message from the web app.
Common patterns
| Pattern | Example |
|---|---|
| "On my way" doesn't need a manual SMS | Automatic when you flip to En Route. |
| Confirm parts pickup | "Picking up the parts now, ETA 1:15". |
| Send a quick question | "Was your filter 16x20 or 16x25?". |