Two-Way SMS: Communicating with Customers in Workshop Software

Two-Way SMS in Workshop Software allows you to communicate directly with customers via text message without leaving the system. You can send invoices, pickup notifications, booking confirmations, and have real-time conversations — all tracked within the software.

Step 1: Send an Invoice or Quote via SMS

  1. Open the customer’s quote or invoice in Workshop Software.
  2. Press the Action Star and select the SMS option.
Two-way SMS customer communication in Workshop Software — step 1
  1. Compose your message. This may include:
    • Pickup notifications
    • General updates
    • Invoice notifications
Two-way SMS customer communication in Workshop Software — step 2
  1. Press Send to deliver the message.
Two-way SMS customer communication in Workshop Software — step 3

Once sent, the SMS icon will flash briefly to confirm the message has been successfully sent.

Two-way SMS feature overview in Workshop Software

Step 2: Send a Pickup Notification Without an Invoice

  1. Go to the Customer tab.
  2. Select the SMS Icon.
Workshop Software two-way SMS interface — step 4
  1. Write your message — for example: “Your vehicle is ready for pickup. Please let us know when you will be collecting your vehicle.”
  2. Press Send.
Workshop Software two-way SMS interface — step 5

The customer will receive the SMS message and can reply instantly to confirm their pickup time.

Step 3: Send a Booking Confirmation via SMS

  1. Create the booking in the system. See How to Create a Booking for instructions.
  2. Click the Action Star next to the customer’s name.
Workshop Software two-way SMS interface — step 6
  1. Select Send SMS.
Workshop Software two-way SMS interface — step 7
  1. Type your message and press Send.
Workshop Software two-way SMS interface — step 8

The customer will receive the booking confirmation via SMS and can confirm by replying to the message.

Step 4: Receive and View Customer Replies

When a customer replies:

  • The SMS icon will flash briefly.
  • A number will appear next to the SMS icon indicating how many unread messages you have.
  1. Click the SMS icon on the dashboard.
Workshop Software two-way SMS interface — step 9
  1. Open the conversation thread.
Workshop Software two-way SMS interface — step 10
  1. Select the customer’s name in the message thread to view their message.
Workshop Software two-way SMS interface — step 11
  1. Type your reply in the reply field and click Send to continue the conversation.
Workshop Software two-way SMS interface — step 12

Step 5: Start a New SMS Conversation

You can start a conversation with any customer at any time.

  1. Click the SMS icon on the dashboard.
Workshop Software two-way SMS interface — step 13
  1. Select New Message.
Workshop Software two-way SMS interface — step 14
  1. Type the customer’s name in the field at the top and select the correct customer to begin the conversation.
Workshop Software two-way SMS interface — step 15
  1. Type your message in the message field, then click Send.

Step 6: Search for Previous SMS Conversations

If you need to check whether you have already messaged a customer, you can search your conversation history.

  1. Click the SMS icon on the dashboard, then click the magnifying glass.
Workshop Software two-way SMS interface — step 16
  1. Enter the customer’s name.
Workshop Software two-way SMS interface — step 17
  1. Select the customer from the results to view any previous SMS conversations.

Keeping all SMS conversations within Workshop Software ensures you always have a record of customer communication, making it easy to track and follow up.

Good to Know

  • The SMS number provided is a dedicated number for your business.
  • Calls cannot be made or received on this number — it is for SMS messaging only.
  • Inspection links cannot be sent through SMS.
  • Pictures or PDFs (MMS — Multimedia Messaging Service) cannot be sent through SMS messages.

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