Two-Way SMS Conversations

Last updated Apr 16, 2026

Two-Way SMS Conversations

Go beyond one-way notifications — have full text conversations with your customers. Messages are threaded in a chat-style view so you never lose context.

Sending a message

  1. Open a customer's profile.
  2. Click Messages.
  3. Type your message (up to 1,600 characters) and click Send.

The message is sent as an SMS from your dedicated business number. The customer sees it as a normal text message on their phone.

Receiving replies

When a customer texts your dedicated number, their reply appears in the conversation thread automatically. You can view and respond from the customer's Messages tab.

Conversations from the field

Field techs can also send SMS to a customer directly from their job view in the mobile cockpit. This is useful for quick coordination — "Running 10 minutes late" or "Gate code needed."

Requirements

  • Your plan must include the Two-Way Conversations feature.
  • SMS must be configured with a dedicated phone number (see SMS Notifications).
  • The customer must have a phone number on their profile.

Troubleshooting

"SMS is not configured" error when sending. Your account needs a phone number to send messages. Check that your dedicated number is assigned in Settings → Phone & SMS, or contact support if you're on a plan that includes SMS.

Customer replies aren't showing up. If you're using the shared platform number, inbound messages are matched by the customer's phone number. Make sure the phone number on the customer's profile matches the number they're texting from.

"Message could not be sent" error. This can happen if the recipient's number is invalid, a landline, or if your number requires 10DLC registration. Check the customer's phone number and contact support if the issue persists.

Tips

  • Keep messages concise and professional — they represent your business.
  • Use conversations for quick coordination; for detailed proposals, send an estimate instead.
  • Message history is preserved, so you can scroll back to see previous exchanges before reaching out.

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