Messages & automations
The messages send themselves. The thread keeps them.
Confirmations when a job is booked, reminders before it, on-my-way when the truck rolls — written once as templates, sent automatically by text or email, and filed in one conversation per customer, beside their calls.
Automations
Write it once. It sends on time, every time.
Each automatic message is a template with your words and your variables — the customer's name, the date, the window, the technician. Each one goes out when something happens: a booking made, a visit tomorrow, a truck on its way, a job completed.
- Booking confirmations, reminders, on-my-way, thank-yous
- Laid out as your customer's journey — booked, reminded, on the way, done, asked for a review — each step with its own switch and the words they will read
- An ask for a Google review after the job — one per job, at most once per customer in six months, not after a touch-up, not at night. Off until you switch it on
- Skip the request for one job, or switch it off for one customer — signed and dated in the history
- Your wording, previewed with real sample details — and one tap sends a test to yourself
- Sent as your business, with replies coming back to you
- Short links in every text — yourdomain.com/l/Ab3kQ9xT, on your own domain, with no customer detail in the address and links that expire
- Delivery tracked — sent, delivered, opened or bounced
One thread
Every message, one conversation per customer.
Automatic sends, the texts and emails you write yourself, the customer's replies and their phone calls all land in the same thread, next to the jobs they were about. Whoever answers the phone reads the whole story, not a guess.
- An inbox for what needs answering — one tap shows everyone still waiting on a reply, read or not
- One bar to write in, with a switch between Text and Email — and a lock for a note that never leaves the building
- Quick replies that know the moment: On my way, Running late, Pick a time with two real openings, Pay link. A chip only fills the box; nothing sends until you press Send
- A link you send becomes a card under the message — the invoice with its number, its amount, and whether it has been paid
- Texts from unknown numbers, website inquiries and Thumbtack leads wait in the same inbox to be filed onto a customer, or cleared as not a lead
- Tag a teammate on a conversation and it waits for them under For you
- On a desk, three panes: the inbox, the thread, and beside it the customer's next visit, plan and money
- History with delivery status, searchable
Calls
The number your texts come from can ring.
Customers text a business number and then they call it. Here that call rings your own phone, and if nobody picks up, the caller reaches your business voicemail — not somebody's personal one — and the message lands in that customer's thread, ready to play.
Calling out is the Call button on a customer or a job: your own phone rings first, then the customer's, and what they see is your business number.
- Answered, missed and voicemail, each a line in the conversation
- Forward calls to one phone, or to an answering service
- Whether a technician may call from their own phone instead, showing their own number, is a checkbox per person on the Team page
A visit's own clock
Eight o'clock means eight o'clock at the house.
Work across a state line and the time zones stop agreeing. A visit's time is the local time at the customer's address: the reminder goes out by their clock, the confirmation says the hour they will see on their own wall, and On my way, Started and Done are stamped in it.
Move a visit to a new time on the same day and nothing texts the customer by itself. The reminder that was waiting quietly follows the new time; telling them is your button to press.