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Guide 6 of 15 · Follow-ups and messages

Texts, your dedicated number and replies

  • Read time: 2 minutes
  • 4 steps

Texts get read. Follow-ups can go by email, by text or both, from a dedicated mobile number that is yours alone, so customers can text you back.

Set up texts

  1. Switch texts on

    In Settings > SMS, switch on Send follow-ups by SMS.

  2. Your dedicated number

    Customers see your texts come from this number, and their replies come back to you. Your own dedicated number is included. It is a real Australian mobile number, not a business name, so people can reply.

  3. Your mobile

    Add your own mobile. It is where “give them a call” alerts go, and customers never see it.

  4. STOP is always on

    Every text ends with “Reply STOP to opt out”. When someone replies STOP, texts and follow-up emails to them stop straight away.

The SMS settings, numbered: the Send follow-ups by SMS switch, your dedicated number, your mobile, and the note that every text ends with Reply STOP to opt out.
Demo data The SMS settings. A made-up business and customers, not a real one.
  1. Send follow-ups by SMS
  2. Your dedicated number
  3. Your mobile, for alerts
  4. Reply STOP, always on
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Then choose which messages go by text: in Follow-ups & check-ups, set each one to SMS or Both.

When a customer replies

The reminders for that quote stop, and you get the customer’s words with their name and quote number. Choose how in Settings > Notifications.

The When a customer texts you card with three ticked choices, numbered: a text to your mobile, an email, and a push notification.
Demo data How replies reach you. A made-up business and customers, not a real one.
  1. A text to your mobile
  2. An email
  3. A push notification
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Answer by replying to the alert from your own mobile: it goes to the customer from your dedicated number. Or answer from the quote’s Conversation tab. When you are ready, press Resume follow-ups.

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