SMS Communication

The SMS feature is now available for clients to fully set up in HQ without assistance from Tinnacity.

Prerequisite:

Depending on an HQ user's role, certain abilities relating to this feature (i.e. Read SMS, Send SMS) might not be accessible due to the role's permissions.

Below is a video further explaining this feature:

Setting Up SMS

1. Open Communication

Click your name in the top-right corner of HQ, select Company Settings, then click Communication in the left sidebar.

2. Click on [Get Started]

Choose a phone number and continue through the prompts to finalize the set up.

NOTE: Once SMS is set up, a Communication tab will populate in the menu. The tab includes two subcategories: SMS & Text Templates. Both of these can be favorited and added to the top of your page in HQ.

Creating Text Templates

Text Templates can be created for messages that are frequently sent to customers.

1. Create a New Template

Within the menu, click on the Communication tab. Select Text Templates, then Click on the create icon.

2. Fill in the Necessary Fields

Select a template type. Give the template a name, then enter the message text you want to reuse. The Sort Order and Description are two additional (not required) fields that can be added to as well.

3. Save the Template

Click [Save]. The template is now available to select whenever an HQ user sends a text message.

Send a Text Message from a Record

Send-from-entity messaging means you can send a text directly from the record you're already working in — no need to leave the screen. This is available from:

Work Orders
Quotes
Location contacts

The steps below include instructions on how to send a message from a work order specifically (as an example).

1. Choose Work Order

Select a work order and then click on the Communications tab.

2. Create

Click [Send SMS].

3. Add Information

Select a saved template from the dropdown, or type a message from scratch. Templates can be edited before sending without affecting the saved version.

4. Send

Click [Send]. The message is sent to the contact associated with that record.

View SMS History

In the menu, click on Communication and then click SMS. All of the text message history with your customers exists right here. Every text thread lives under Conversations. Each thread includes every message that has been exchanged with that customer - each with a date/time stamp.

NOTE: You are able to view a list of all phone numbers as well by clicking on # Phone Numbers.