SMS sends from the Messages page or from a customer's profile, and comes in to the same Messages inbox. Replies are logged automatically.
Sending an SMS manually
| From | How |
|---|---|
| Customer profile | Tap the SMS compose action (text bubble icon next to their phone), type, send. |
| Messages page | Open an existing thread (or start a new one with a customer), type, send. |
The SMS goes out from your Run a Call Phone number. The customer sees that number — not your personal cell, not a generic shortcode.
Receiving SMS
Customer replies (or any inbound SMS to your number) land in the Messages inbox. They're attached to the customer's thread if the number matches a record; otherwise they appear as an unknown-number thread that you can attach to a customer later.
You'll see a notification badge on the Messages page when there are unread inbound messages.
Automatic SMS
The platform sends SMS automatically at certain points:
| Trigger | What goes out |
|---|---|
| Job scheduled | Appointment confirmation. |
| Day-before reminder | Heads-up before the appointment. |
| En Route | When a tech updates a job to En Route, the customer gets a "On my way" SMS. |
| Completion | When a job is marked completed. |
| Invoice sent | When you send an invoice. |
These all use hard-coded templates (no user-editable text yet).
Sending requires A2P 10DLC approval
Before any SMS goes out from your account, you must have A2P 10DLC registration completed — see Registering for A2P 10DLC.
Attempting to send before approval results in a failed status on the message; nothing leaves the platform.
What's NOT supported today
- MMS / attachments / images — SMS is text-only today.
- Bulk send — one customer at a time.
- Scheduled sends — manual messages go immediately; automatic ones fire on event triggers.
- Custom user-editable templates — only built-in templates today.