Module 2: Project Coordinator - SMS Communication

Step 1: Open SMS Messages

From the job's module, click SMS Messages in the left-hand menu.

Details:

• Sits among the module's other sections, alongside Site Photos, Site Forms, and Estimates
• Opens to a list of every contact associated with the job

Step 2: Select a Contact

Click a contact from the list to open their conversation, or click New Recipient to message a mobile number not already listed.

Details:

• Contacts shown include their role on the job (for example, Instructing Client, Customer, Site Contact, Sub Contractor, Case Manager/Project Manager)
• It's recommended to add a mobile number as a contact on the job rather than messaging an unlisted number regularly

Step 3: Compose the Message

Click in the message field at the bottom and either type your own message or click the template icon to use a pre-written one.

Details:

• Templates available include Appointment Confirmation, First Contact, Makesafe Appointment Confirmation, SMS to Customer - Makesafe Acknowledgement, and Tentative Appointment
• A template loads its wording into the message field, ready to review before sending

Step 4: Review and Send

Check the message, then click Send.

Details:

• Review any merged details (like a date or time) before sending  a template's merged appointment date came through as a placeholder value ("1/1/0001") rather than the job's real appointment details, so it's worth confirming these are correct first
• Sent messages appear in the conversation thread, timestamped

Step 5: Receive a Reply

Click the notifications bell in the top-right corner to see that a new SMS has arrived.

Details:

• A badge on the notifications bell shows how many unread items are waiting
• Opening the job's SMS Messages tab for that contact shows the new reply in the conversation thread

Step 6: Reply to Keep the Conversation Going

Click into the conversation to read the reply, then respond from the same message field.

Details:

• Replying here keeps the conversation inside the job rather than on an outside phone or messaging app
• The full SMS history for that contact  sent and received  stays in the same thread, in the SMS Messages tab

Summary

Key SMS Communication Steps:

Starting a Conversation:

• Open SMS Messages in the job's module, then select a contact (or add a new recipient)
• Compose a message manually or use a template, then review it before sending

Keeping Track of Replies:

• The notifications bell shows when a new SMS reply has arrived
• Open the conversation to read and reply, keeping the full history in the job

Key Points to Remember:

• Every contact tied to the job can be messaged from the same SMS Messages section
• Template-filled details like dates and times should be checked before sending, in case something didn't populate correctly
• Replying from within the job keeps the conversation history attached to that job rather than split across an outside app

👇Recap

• You've learned how to open SMS Messages and select a contact to message.
• You've composed a message using a template, reviewed it, and sent it.
• You've found where new replies show up and how to keep the conversation going from within the job.

FAQ

Where do I find a job's SMS conversations? Open the job's module and click SMS Messages in the left-hand menu.

Can I message a number that isn't listed as a contact on the job? Yes, using New Recipient — though it's recommended to add the number as a contact on the job instead, so it's tracked consistently.

How do I know when a customer has replied? A badge appears on the notifications bell in the top-right corner. Opening their conversation in SMS Messages shows the new reply.