SMS Communication Setup & Management

Overview

The CRM uses VoIP.ms to power two-way SMS messaging with customers. This guide covers how to configure VoIP.ms credentials, use the Texting page to send and receive messages, and set up automated SMS notifications.

Setting Up VoIP.ms

Step 1: Configure SMS Credentials

1. Click Settings in the sidebar
2. Click the Comms tab
3. Find the VoIP.ms Two-Way SMS section
4. Enter your VoIP.ms DID Number (numbers only — your SMS-enabled phone number)
5. Copy the Webhook URL shown in the box and paste it in your VoIP.ms DID Settings → Enable SMS/MMS → SMS/MMS URL Callback field
6. Check Enable SMS messaging to activate SMS in the CRM
7. Click Save SMS Settings

The Texting Page

Click Texting in the sidebar to open the SMS page (titled SMS & Texting).

At the top of the page you will see the VoIP.ms Active badge confirming your connection, and a Refresh button to sync the latest messages from VoIP.ms.

Searching Conversations

Use the Search by name or phone... bar to find a customer conversation.

Sending a Message

1. Select a customer from the conversations list
2. Choose a Message Template from the dropdown:
   • Follow-up Message
   • Appointment Reminder
   • Thank You Message
   • Estimate Ready
   • Custom Message
3. The selected template auto-fills the message box (with the customer's name inserted)
4. Edit the message as needed — a [count]/160 characters counter is shown
5. Click Send Message

Reading Conversations

Messages in the conversation panel are displayed as chat bubbles:

• Customer messages appear on the left in gray
• Your outgoing messages appear on the right in blue

Automated SMS via Automations

You can trigger SMS messages automatically based on CRM events:

1. Click Settings in the sidebar
2. Click the Auto tab (visible if your plan includes automations)
3. Create automation rules with these available triggers:
   • Lead Created
   • Estimate Sent
   • Estimate Signed
   • Move Booked
   • Job Scheduled
   • Job Completed
   • Payment Received
4. For each trigger, choose the action Send SMS and configure the message and timing

Tips

• The 160-character limit applies to a single SMS segment — longer messages are split and may cost more
• Use the Refresh button if you do not see a customer's reply — this syncs the latest messages from VoIP.ms
• Templates use {name} as a variable that is replaced with the customer's name automatically