01
Communicate in real time from one business thread
- Open Messages to view customer conversations unified across web intake, quote comments, and direct SMS.
- Send text replies, estimate links, payment receipts, or site photos in seconds.
- Assign conversations to specific office team members for follow-up.
02
The STOP opt-out trap: Save button will NOT re-opt
CRITICAL CARRIER INVARIANT: When a customer replies STOP, carrier-level automation immediately marks their phone number as opted out. Clicking "Save" or editing their client card in the dashboard will NEVER re-opt them. To resume text messages, the customer MUST text START or UNSTOP from their own physical mobile handset.
03
Block contact is permanent
Clicking "Block Contact" stops all incoming messages permanently. There is no dashboard unblock action, so reserve blocking exclusively for severe spam or harassment.
Completion check
Confirm before moving on
Use these checks to make sure the dashboard and the real-world workflow agree.
- Customer conversation history is organized in unified message threads.
- Opt-out status is respected and never overridden manually without an incoming START text.
- Team members are assigned to follow up on open customer questions.
Troubleshooting
When the workflow doesn’t look right
Messages to a customer are failing with opt-out errors.
The customer texted STOP. Ask them to text "START" or "UNSTOP" to your business number to re-enable messaging.
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