Email & SMS messaging

Customer communication in BenchKey is attached to tickets, not trapped in a personal phone or a shared email login.

Threads live on tickets

Every email and SMS about a repair threads onto its ticket. Anyone at the counter can read the history and reply; the customer experiences one continuous conversation regardless of who answered.

Replies route back automatically: an SMS reply or an email reply lands on the right ticket and surfaces in the inbox.

The inbox

The unified inbox shows conversations needing attention, stacked per ticket so one chatty repair doesn’t bury everything else. Read messages auto-archive after a week, keeping the unread count honest. Archived conversations remain on their tickets, nothing is lost, it’s just not shouting.

Sending messages

• Manually, from the ticket’s conversation view, choose email or SMS
• Automatically, wire templates to statuses in Settings → Statuses & Automations

Templates and variables

Templates are edited in a visual editor and support variables: customer name, device, ticket number, portal link, shop details. Personalize the starter templates, automated messages work best when they sound like your shop wrote them.

Your own number

Connect Twilio in integrations to send and receive SMS on your own business number. (RingCentral support, including call cards that pop the caller’s customer record, is coming soon.)