Managing incoming SMS replies
Managing incoming SMS replies
VanMan supports two-way SMS. When a customer replies to an SMS you sent, their response appears directly in the job's message history so your entire team can see the conversation.
How incoming replies work
When a customer replies to an SMS sent from VanMan, the reply is automatically matched to the correct job and displayed in the Messages section of the job detail panel. The message shows the customer's name, the reply text, and the time it was received.
Incoming replies are matched based on the customer's phone number. If the same customer has multiple jobs, the reply is linked to the most recent active job.
Responding to a reply
View the reply
Open the job and scroll to the Messages section. Customer replies appear in the conversation thread alongside your sent messages, creating a clear back-and-forth dialogue.
Send a follow-up
Click Send SMS to compose a response. The conversation thread makes it easy to see the full context of the discussion before replying.
Check your jobs dashboard regularly for new customer replies, especially in the days leading up to a move. Customers often reply with last-minute changes or questions that need a quick response.
Team visibility
All incoming replies are visible to every team member with access to the job. This means if you are unavailable, a colleague can pick up the conversation and respond on your behalf without missing any context.
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