How messaging works

What this does

Every text and email the shop sends a customer goes through LogMyRepair.app, so the conversation lives on the customer's record and nobody is texting from a personal phone. Two channels: SMS through your Twilio number, email through the app's sender. Three ways a message goes out: you type it in the inbox, you pick a template, or an automation sends it when something happens.

The pieces

Sales → Messages is the inbox: one conversation per customer, both channels, with delivery status. See The Messages inbox.

Settings → Communications holds the templates and their trigger events. See Message templates.

Settings → Integrations holds the Twilio credentials and the shop phone number. See SMS and email setup.

Automations connects an event (invoice paid, job completed) to an action (send a template, request a review). See Automations.

Consent

The app refuses to text a customer who has no SMS consent on file or who has opted out, whoever or whatever is sending. Consent is captured on the customer record or by the customer texting START, and is explained to customers on your public opt-in page. See SMS consent. Email has no consent gate beyond having an address.

Common problems

A text didn't send. Nine times out of ten it's consent. The inbox tells you; record consent or ask the customer to text START.

Customers reply and nobody sees it. Replies land in the inbox as unread and in the writer dashboard's Message queue. Someone has to own the inbox.