Two-Way Messaging lets your technicians and office staff text customers directly, all tied to the relevant work order or estimate. Every message is saved automatically, so nothing gets lost. Customers simply reply from their phone's regular texting app — no download or account needed on their end.
Note: Two-Way Messaging is only available to customers on the Complete Plan. If you are interested in this feature, please contact Support.
For Office Staff and Dispatchers (ServiceBridge Web)
Viewing Customer Conversations
In ServiceBridge Web, select Messaging Center from the main navigation.
Select Conversations.
Select any conversation to open the full message thread.
You'll see a list of active conversations with the customer's name, the related job, and their latest message. Use the date range filter at the top to narrow the list if needed.
Replying to a Customer Message
Open the conversation you'd like to reply to.
Type your message in the box at the bottom of the thread.
Select Send.
Your message sends from your company's toll-free number, and the customer receives it as a normal text. The technician assigned to the job will see your reply in their own message thread at the same time.
Viewing Message History on a Work Order
Open the relevant work order.
Scroll to the Audit History section.
You'll see the complete conversation — messages from the technician, the customer's replies, and anything sent from the office.
Dismissing a Conversation
In Messaging Center > Conversations, find the conversation you want to dismiss.
Select the Dismiss icon in the Actions column, or check the box next to the conversation and select Dismiss from the top of the table.
Dismissed conversations are removed from your active list but stay available in the work order's Audit History.
For Technicians (ServiceBridge Mobile App)
Sending a Message to a Customer
Open the relevant work order or estimate in the mobile app.
Tap Message Customer.
Choose a message type: On My Way, Running Late, Job Completed, or Send Text Message.
Review the pre-filled text and add any extra details if needed — for example, "Please have the gate code ready."
Tap Send.
The customer receives your message as a standard text. A copy is saved to the job and is visible to the office in the Messaging Center. Messages always send from your company's dedicated toll-free number, so your personal phone number is never shared with the customer.
Viewing a Customer Reply
Tap the push notification when it arrives, or open the mobile app.
Go to the relevant work order or estimate — jobs with unread replies show a message indicator.
Tap Messages to open the full thread.
You'll see your messages, the customer's replies, and any responses sent from the office, all in one place.
Customer Opt-Outs
Customers can stop receiving texts at any time by replying STOP to any message from your company number. When this happens:
They're automatically added to an opt-out list
No further messages will be sent to them until they reply START to opt back in
This applies to all message types, including On My Way notifications
Opt-out handling happens automatically to keep your business compliant with carrier requirements