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Messaging Clients with Two Way Texting

Effective communication drives business success and the Calls & Texting App simplifies this by combining two-way texting and call management. Your business can receive calls on a toll-free number, capture leads, and document conversations, all while boosting customer engagement and interactions for a better customer experience.

Getting Started with Calls

To get started with calls, install the Calls & Texting App first:

  1. Open the platform.
  2. In the left menu, click App Market.
  3. Select the Calls & Texting App.
  4. Click Install app.

Call Settings

To adjust call settings:

  1. Under "Call Forwarding", select the staff member and add their phone number.
  2. Set the forwarding hours under “Availability."
  3. Enable and customize the greeting message under “Greeting.”
  4. Enable call recordings and choose the message customers hear.
  5. Set the ring duration for missed calls and customize the message if needed. 
     
Tip: After activation, call your new number to ensure it's working properly.

Call Features

Here are some features you can use with your calls:

  • Receiving Calls: Ensure you can receive calls on your business's toll-free number.
  • Lead Capturing: Enable lead capturing to identify callers by phone number and create new leads.
  • Call Status: Turn on status for missed or answered calls.
  • Call Recording: Activate recording to automatically log calls on the conversation page.
  • Call Forwarding: Configure call forwarding to direct calls to the right staff or any number you choose.
  • Availability Settings: Set your availability to avoid receiving calls during off-hours.
  • Auto-Voice Message: Set up an auto-voice message for missed calls or calls received outside of business hours.
     
Note: You have 500 minutes for calls every month.

Two-Way Texting: Send and Receive SMS

Two-Way Texting lets businesses send and receive SMS messages directly with clients. It supports transactional alerts, marketing campaigns, and direct messaging, making communication seamless and efficient.

You can send three types of messages:

  • Transactional SMS: Send booking confirmations, new leads, payment reminders, and more from your SMS number. You can also send them to staff.
  • Marketing SMS: Automated marketing or announcements SMS are sent from a non-designated number and you will not receive replies.
  • Direct SMS: Use your account and mobile app to send standard peer-to-peer SMS texts with clients.

Activate Two-Way Texting

Important: This feature is available only for US and Canada-based businesses on paid plans.


To active two-way texting:

  1. Click Settings in the left menu.
  2. Select Auto Client Messages & SMS.
  3. Go to the SMS Settings tab.
  4. Choose Calls & Texting.
  5. Click the Open app settings button.
  6. In the left menu, click Texting.
  7. Toggle the Texting radio button to turn it on.
  8. Toggle the Turn on two-way texting radio button to enable it.
  9. Enter your details to register for two-way texting.
  10. Click Save and continue to finish.
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Note: A phone carrier will assign your account a phone number to send and receive SMS.

Verification Process

Activating Two-Way Texting starts the verification process with phone providers to approve your business and assign your SMS number. Toll-free numbers (TFN) require verification before use or they may be blocked. You’ll receive a notification and confirmation email once your number is verified.

Important: Verification may take up to four weeks due to new US and CDN SMS regulations. Until verified, transactional messages will come from a system number. You can still send and receive texts but delivery isn’t guaranteed. 

Send Texts to Clients

To send an SMS:

  1. Open the platform.
  2. Click Quick Actions in the left menu.
  3. Select Send Message.
  4. Choose the relevant Contact
  5. Click Continue.
  6. Enter your subject and message.
  7. Select SMS next to “Message via” at the bottom.
  8. Click the send message icon .

Receive Client Texts

You can receive replies to transactional SMS messages but not to marketing ones. New texts will appear in your Inbox and the client card under “Clients.”

Tip: A new client record is created when you receive a message from a new number.

Deactivate Two-Way Texting

To deactivate two way-texting:

  1. Open the platform.
  2. Go to Settings.
  3. Click Auto Client Message & SMS.
  4. Select SMS Settings.
  5. Choose Do-not-reply: Auto-message.
  6. Optional: Enter your custom message.
  7. Click Save.
Important: Your number will be reserved for three months after deactivation. After that, we can’t guarantee you’ll get the same number if you reactivate two-way texting.

FAQ

Which countries are included in the app?

Any country with a +1 country code:

  • United States and Territories: United States, Puerto Rico, Northern Mariana Islands, U.S. Virgin Islands
  • Canada
  • Caribbean: Bermuda, Anguilla, Antigua and Barbuda, Bahamas, Barbados, British Virgin Islands, Cayman Islands, Dominica, Dominican Republic, Grenada, Jamaica, Montserrat, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Saint Maarten (Dutch side), Trinidad and Tobago, Turks and Caicos Islands

What languages are available in the app?

At this time, the app is only available in English.

What if I already have two-way texting enabled?

If two-way texting is already enabled, download the app to activate the calling feature. No new number is required and SMS will remain fully enabled.

How much does the app cost?

The app is included with the Platinum Subscription. For other plans, check the current pricing under the App Market tab.

Can I link my cellphone or landline to my two-way texting number?

You can't link your cellphone or landline to your SMS number.

Will my number have a local area code?

Your business phone number is auto-generated based on your country code. You can’t choose a specific area code. To find your number, go to Settings > Business Info. 

Can I change my business number?

You cannot change your business number.

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