When a text can't go out: email instead
No mobile number, no texting consent or a STOP reply: the customer gets the same message by email.
Customer messages go by text. When a text can't go out, CrewRobin emails the same message instead, if the customer has an email address. That happens when the customer:
- has no mobile number, or the phone company says the number can't get texts
- didn't agree to texts when they booked online
- replied STOP
- has a number outside the US and Canada
The email comes from your business's name, with any link (quote, invoice, booking, their page) as a button. When the customer replies, it goes to the Email for customer replies in Settings.
Quotes, invoices and booking confirmations
These are texted and emailed when the customer has an email address. To text them only, go to Jobs › Settings and, under Also email documents to customers, click Turn off. A message that can't be texted is still emailed.
What you see on the job
Each email shows under Notes on the job, for example “Emailed the quote to [email protected] (couldn't text: no texting consent)”. When the customer can't be reached at all, a red message at the top of the job says why. Add their email or mobile number on their customer page and send it again.
Add the customer's email when you make a job under New job. A job whose customer has no phone and no email shows a reminder to add one.
If a text to your own cell doesn't go through, the alert is emailed to your account email instead.