Have questions about Two-Way Messaging in ServiceBridge? Find answers to commonly asked questions below.
General Frequently Asked Questions
Question | Answer |
What is Two-Way Messaging in ServiceBridge? | Two-Way Messaging is a built-in text messaging feature that allows technicians (via the ServiceBridge mobile app) and office staff or dispatchers (via ServiceBridge Web) to exchange text messages with customers, all tied to a specific work order or estimate. All messages are stored on the platform, creating a searchable record attached to the job. |
Who can use Two-Way Messaging? | Two-Way Messaging is available to ServiceBridge customers in the United States and Canada. Technicians (via the mobile app) send and receive messages for their assigned work orders, while dispatchers and office staff (via the web) can view all message threads and reply on behalf of the business. |
Does the customer need to download an app to reply? | No. Customers reply using their phone's regular text messaging app. No app download or account is required on the customer's end. |
Setup and Number Registration
Question | Answer |
How do I get set up for Two-Way Messaging? | An account administrator must enable Two-Way Messaging.
Setup involves: enabling the feature via Admin Settings in ServiceBridge Web, completing toll-free number registration (required for text messaging compliance in the US and Canada), and configuring user permissions to control who can send messages. |
What phone number will customers see when they receive a message? | Messages are sent from a dedicated business toll-free number assigned to your company. Technicians' personal phone numbers are never shared with customers. All customer replies return to this same dedicated number, keeping all communication within ServiceBridge. |
What is toll-free number registration, and why is it required? | US and Canadian carriers require businesses that send text messages to register their toll-free number and business information. This process helps ensure messages are delivered reliably and aren't filtered as spam. You can view registration status in Subscription Management within ServiceBridge Web. |
How long does toll-free number registration take? | Registration timelines are set by the carrier and typically take 3–5 business days, though the process can occasionally take up to 10 business days to complete. |
Sending and Receiving Messages
Question | Answer |
How does a technician send a message to a customer? | In the ServiceBridge mobile app, the technician opens the relevant work order or estimate and taps "Message Customer." They can then select from available message types (such as On My Way, Running Late, or Job Completed) or compose a free-form message, adding details before sending, such as a request for a gate code. |
What types of messages can a technician send? | Technicians can send On My Way, Running Late, Job Completed, or a free-form/custom message.
Customizable templates are planned for a future release. |
Can a technician receive a reply from the customer? | Yes. When a customer replies, the technician receives a push notification and can view the reply in the Messages section of the relevant work order or estimate within the mobile app. |
Can the dispatcher or office staff send and receive messages? | Yes. Dispatchers and office staff can view all customer message threads and reply from the Messaging Center in ServiceBridge Web. The technician will also see any replies sent from the web within their own message thread. |
Where is message history stored? | Message history is accessible in three places in ServiceBridge Web:
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Permissions and Controls
Question | Answer |
How do I control which users can send messages? | Two controls govern this:
By default, Allow Sending SMS is enabled for all users once Two-Way Messaging is active. |
How do customer opt-outs work? | If a customer replies STOP to any message, they are added to an opt-out list and will no longer receive text messages from your company number until they re-consent by replying START. Opt-out handling is managed automatically in compliance with carrier requirements. |
Are there quiet hours or message restrictions? | Quiet hours and after-hours messaging rules are planned for a future release. In the meantime, we recommend training staff on appropriate messaging practices for their industry and customer base. |
Pricing and Billing
Question | Answer |
How is Two-Way Messaging priced? | Pricing is based on usage and message volume to offer a fair and transparent model for our customers. |
Are inbound messages (customer replies) counted toward billing? | Yes. All messages count toward your SMS bundle. |
Are failed messages counted toward billing? | No. Only successfully delivered messages count toward your SMS bundle; messages that fail to send are not counted. |
Where can I see my SMS usage? | An SMS Usage widget is visible on the Home dashboard so you can track your messaging volume. |
Limitations and What's Not Included
Question | Answer |
Is SMS delivery guaranteed? | No. Delivery depends on carrier networks, customer device settings, and blocked number lists. Factors that can affect delivery include carrier filtering or spam detection, customer device settings or blocked numbers, and network availability. Delivery status is tracked and visible in the message thread. |
What is NOT included in the initial release? | Marketing or broadcast campaigns/bulk promotional texting; MMS (image or multimedia messaging); WhatsApp, Facebook Messenger, or other third-party messaging channels; customizable message templates (planned for a future release); AI-generated or automated message responses; sharing of photos or estimates through SMS; internal staff-to-staff chat between dispatchers and technicians; and driving mode/hands-free safeguards. |
Can I send messages to multiple contacts for the same job? | Multi-contact messaging (for example, a site contact and a property manager on the same job) is planned for a future release. Currently, messaging is limited to a single customer contact per conversation thread. |
What happens to existing "On My Way" SMS notifications? | Existing On My Way messages sent from the ServiceBridge mobile app will be migrated to the Two-Way Messaging infrastructure. These messages will originate from your company's dedicated toll-free number instead of the shared default number, enabling customers to reply directly. |