Tips: Sending Outgoing SMS Messages – What to Say & Why

Updated on January 4, 2022

Everyone loves texting because it’s so easy and convenient! ? Along with replying to customer text messages through your SW Message Portal, you can send outgoing messages to customers in order to gather and share important information.

Below you’ll find ways we recommend using this feature to improve communication.

1. Communicate with Technicians #

If your office staff needs to communicate with your technicians in the field, use the SW Message Portal. Here are some scenarios that might warrant an outgoing SMS message to a technician:

Expense Receipts

CSRs can easily request pictures of receipts for items purchased such as PPE, wiper blades, tires, etc.

Job Updates

CSRs can update technicians about a job on their route with information like gate codes.

Additional Job Inquiry

CSRs can text technicians to see if they would like to take on another job for the day.

2. Communicate with Customers #

Office staff can use outgoing text messages to communicate with customers. Here are some ideas for canned outgoing messages to customers.

Appointment Confirmation

Hello, this is Appliance Repair Biz. Your appointment is scheduled for Monday, July 27, 2020, between 9:00 am and 12:00 pm. Please reply Y to confirm your appointment or N to cancel or request a reschedule. We look forward to seeing you!

Appliance Model & Serial # Request

Hello, this is Appliance Repair Biz. Can you please reply with your appliance’s model and serial number for your upcoming appointment? You can even send a photo of the model number tag (here’s how to find it). Thank you!

Cancellation in Schedule

Hello, this is Appliance Repair Biz. We now have an earlier appointment available. If you would like to take the following appointment time, please reply Y: Monday, July 27, 2020, from 9:00 am – 12:00 pm. To keep your existing time slot, please reply N. Thank you!

Tech ETA Update

Hello, this is Appliance Repair Biz. Your technician is on his way to your home and should arrive in approximately 30 minutes. We look forward to seeing you!

Reschedule Appointment

Hello, this is Appliance Repair Biz. We apologize for the inconvenience, but we need to reschedule your appointment. Please call, text, or go online to reschedule at your earliest convenience. We appreciate your understanding.

Parts Received Notice

Hello, this is Appliance Repair Biz. We have received the part needed to complete your repair. Please call, text, or go online to schedule your follow up appointment. Thank you!

Review Request

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