Module 21

Automated Service
Texts

Learn how to activate and configure automated SMS notifications to keep your customers informed about their service, reducing inbound calls and improving the customer experience.

Duration

15 minutes

Category

Communication

Part 1: Why Use Service Texts?

In today's fast-paced world, your customers appreciate proactive, real-time updates. While email is great for detailed reports, text messages are perfect for brief, time-sensitive notifications.

📱 UpBuoy's Service Texts Feature

UpBuoy's Service Texts feature is a powerful tool for automated customer communication. When enabled, the system can automatically send texts for key service events.

✨ The Benefits

📞 Reduces "Are you coming today?" Calls

An "On My Way" text gives customers a heads-up and peace of mind.

✅ Provides Instant Confirmation

A "Service Completed" text lets customers know their pool is ready the moment your technician leaves.

⏰ Manages Expectations

A "Skipped Stop" text proactively informs a customer about an issue (like a locked gate), preventing frustration.

🏆 Improves Professionalism

Automated, consistent communication makes your business look organized and customer-focused.

Part 2: Activating the Service Texts Feature

Before you can send any texts, you must activate the feature and agree to the terms. This is a one-time setup.

🚀 Activation Process

1.

Navigate to Text Settings

From the sidebar, go to Settings > Texts.

2.

Review the Activation Card

You'll see a card explaining the feature and its pricing (e.g., $0.05 per text).

3.

Agree to Terms

Read the simple terms of service, which cover compliance and responsible use. You must check the box to agree.

4.

Click "Activate Service Texts"

Once you agree to the terms, click the button to activate the feature for your account.

⚖️ Important Note on Compliance

UpBuoy's service texts are designed to be transactional, not promotional, to comply with telecommunications regulations (like the TCPA in the US). This means the content is standardized and focused only on the service being provided. Customers can opt-out at any time by replying "STOP".

Part 3: Configuring Your Automated Texts

Once activated, you can choose which automated notifications to enable.

🚗 On My Way Text

⚡ Trigger

Sent when a technician taps the "On My Way" button for a stop on their daily route dashboard.

💬 Message

"Hi [Customer Name], your tech from [Company Name] is on the way! Expected arrival in the next 30-60 minutes."

💡 Recommendation

This is highly recommended. It's the most effective way to reduce calls from customers asking for an ETA.

✅ Completed Service Text

⚡ Trigger

Sent automatically when a technician marks a service stop as "Completed."

💬 Message

"[Company Name] has completed service at your location. For questions or support, please call [Company Phone]."

💡 Recommendation

A great way to provide immediate confirmation and a professional finishing touch to every visit.

⏭️ Skipped Stop Text

⚡ Trigger

Sent when a technician marks a service stop as "Skipped" and provides a reason.

💬 Message

"[Company Name] was unable to complete scheduled service today. For more information, please call [Company Phone]."

💡 Recommendation

This turns a potentially negative situation (a missed service) into a proactive and professional communication, preventing customer frustration.

Flexible Control: You can toggle each of these text types on or off to fit your business's communication style.

Part 4: How It Works: The Customer Side

For a customer to receive texts, two conditions must be met:

📋 Requirements for Text Delivery

1.

Valid Mobile Phone Number

They must have a valid mobile phone number in the "Mobile Phone 1" field of their customer profile.

2.

Opt-In Consent

The "Receive Texts" checkbox on their profile must be enabled.

💡 Best Practice

When setting up new customers, you should always ask for their permission to receive service texts and ensure this box is checked.

Part 5: Tracking Your Text Messages

How do you know what was sent and if it was delivered?

📊 Navigate to the Service Texts Report

Go to Communication > Texts.

📋 The Service Texts Report

This comprehensive report provides detailed insights into your text messaging activity.

📈 Summary Cards

See at-a-glance statistics for texts sent this week, last week, and this month, along with your estimated costs.

📄 Transaction Log

A detailed table shows every single text message sent from your account. You can see:

The timestamp, customer, and phone number.

The type of message (On My Way, Completed, etc.).

The Status (e.g., Delivered, Failed, Undelivered). You can hover over a "Failed" status to see the reason.

A preview of the message content.

Key Takeaways

Service Texts are for automated, transactional messages, not for marketing or custom conversations.

Activating the feature is a simple, one-time process of agreeing to the terms.

You have full control over which types of automated texts are sent.

The Service Texts Report provides a complete audit trail of all communications and their delivery status.

Customer consent is critical. Always ensure the "Receive Texts" box is checked for customers who want to receive SMS updates.

Next Steps

You have now mastered all the core operational, financial, and communication tools in UpBuoy. The final section of our training will focus on the administrative settings that allow you to customize the app to perfectly fit your business.