Customer Communication and SMS
Send texts directly from the app, track every conversation, and set up automated messages that keep customers informed without lifting a finger.
4 min read
Sending a Manual SMS
To send a text message to a customer:
- Open the customer profile.
- Tap the SMS icon (speech bubble) next to their phone number, or go to the Activity tab and tap New Message.
- Type your message and tap Send.
The message is sent from your CrewBrix business number (not your personal cell), keeping your personal number private and all communication logged centrally.
The Communication Log
Every SMS, email, and AI Voice call is recorded in the Activity tab on the customer profile — with the full content, timestamp, and which team member sent it. This means:
- Any team member can pick up a conversation with full context.
- You have a permanent record of every commitment made to a customer.
- You can see if a customer has opened an invoice email or clicked a payment link.
Two-Way SMS
Customers can reply to your SMS messages and their replies appear in the Activity log. You'll receive a push notification when a reply comes in.
To view and reply to incoming SMS: go to Notifications → Messages or tap directly on the notification.
Automated Customer Messages
CrewBrix can send the following messages automatically without any manual action:
| Trigger | Message sent |
|---|---|
| Job booked | Appointment confirmation with date, time, and technician name |
| 24 hours before job | Appointment reminder |
| Technician taps "On My Way" | "Your technician is on the way" with ETA |
| Job completed | Job completion summary with photos (optional) |
| Invoice sent | Invoice with Pay Now link |
| Invoice overdue | Polite payment reminder |
| Survey sent | Post-job satisfaction survey |
Enable or disable each of these in Settings → Notifications → Customer Notifications.
Customising Message Templates
To edit the wording of any automated message:
- Go to Settings → Notifications → Message Templates.
- Select the message type.
- Edit the text. Use placeholders like
{{customer_first_name}},{{technician_name}},{{appointment_time}}— these are replaced with real values when the message sends. - Tap Save.
Always send yourself a test before going live: tap Send Test at the bottom of the template editor.
SMS Compliance
CrewBrix handles SMS compliance automatically:
- Every customer who receives their first text from you is shown an opt-out option ("Reply STOP to unsubscribe").
- Customers who opt out are flagged in their profile — no further SMS will be sent to them.
- Opt-out records are permanent and cannot be overridden.
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Still have questions?
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