Customer SMS

Sends customer text messages such as on-my-way notices, share-a-link, win-back and invoice reminders. Switched on in Business settings > Features (off by default), because sending SMS incurs carrier costs; usage packs can add credits.

Use deliberate customer SMS actions for relevant job updates, tracking links or payment reminders.

Before you start

Availability: Free plan and above. Enabled business features, role permissions, connected providers and supported devices may add requirements.

Where to find it: Settings > Business Settings > Features > Customer SMS.

Turn on Customer SMS in Business settings > Features, verify the recipient and message, and review your plan's SMS allowance, SMS credits and carrier-cost implications.

The Customer SMS switch in Business settings > Features is off in this example, with its usage note: texts use the plan allowance, then SMS credits. Sending is a separate deliberate action and can incur carrier charges; no text was sent for the guide.
Demo screenshot. The Customer SMS switch in Business settings > Features is off in this example, with its usage note: texts use the plan allowance, then SMS credits. Sending is a separate deliberate action and can incur carrier charges; no text was sent for the guide. Select the image to view it at full size.

Step by step

  1. Open Business settings > Features and turn on Customer SMS. It is off until you turn it on; each text uses your plan's monthly SMS allowance first, then purchased SMS credits.
  2. Use the SMS action from a job or customer surface, such as the on-my-way notice.
  3. Watch SMS usage; included monthly SMS resets with the plan and usage packs can add more.
  4. Turn the toggle off at any time to stop all customer SMS from every surface.

Worked example

From the relevant customer or job, inspect the text and destination before taking the manual send action, then review the recorded result.

This is an illustrative scenario. Use your own approved scope, quantities, rates and business rules.

Check the result

Check the send result and usage rather than assuming the customer read the message. Turn Customer SMS off in Features when SMS should stop.

Limits and troubleshooting

SMS is manual-only. Enabling the feature or configuring an email workflow is not permission to send automated texts, and a top-up does not replace recipient and content review.

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