Business texting from your number
Quo, Twilio or RingCentral connects your business number for sending and receiving texts on Pro or Business.
Answer customer messages with the repair in view
Read the customer's message beside their device, estimate and repair notes. Ticket email is on every plan; Pro and Business add connected business texting and the full customer portal for messages and files.
Watch it work 0:58Starts on Standard
Ticket messages guideConversations alongside the repair ticket
- 1
Open the customer's ticket
Find the customer's reply in the ticket's conversation. New replies appear without a refresh while the ticket is open.
- 2
Read before replying
Earlier messages appear alongside the device and work details. Staff with the relevant permissions can read the conversation and prepare a reply.
- 3
Reply to the customer
Reply from the ticket by email or through your connected texting provider. Sent messages and matched customer replies remain in the repair's conversation.
See it in the app
Routine updates and incoming replies
Channel settings and templates support customer messages, while staff can archive read items in Notifications.
Updates tied to repair status
Attach message templates to ticket statuses. Automatic status email is on every plan; automatic texts require Pro or Business and a connected provider.
Templates with repair details
Edit templates visually and insert the customer, device, ticket number or portal link. Saved wording can include the details of the repair.
Archive handled notifications
Archive read items in Notifications, or let older read notifications archive automatically. Messages stay in the ticket's conversation.
Replies stay connected across the shop
Earlier exchanges beside the ticket
Authorized staff can review the conversation before answering. Matched replies are saved with the repair for the next person handling it to see what was discussed.
Email and text replies
Customers reply through the shop's email or texting channel. With a texting provider connected on Pro or Business, their texts can return to the ticket conversation.
Messaging channels, plans and repair history
Standard, Pro and Business include ticket email and Notifications; Pro and Business add automatic texts and two-way business texting.
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What do I need to text customers from my existing business number?
A connected Quo, Twilio or RingCentral account supports texting on Pro or Business. Provider setup and permission to contact the customer are required. In the United States, the number also needs business texting registration.
Which customer updates are included on Standard?
Standard includes ticket email, automatic status emails and a text action that sends through your own phone. Automatic texts from the connected shop number and two-way business texting require Pro or Business.
Where do customer replies appear?
Matched replies appear in the ticket's conversation, move the ticket to Customer Reply and notify its assignee, watchers and queue members in their own Notifications. Unmatched texts and emails go to Leads on Pro and Business.
Does archiving a message remove it from the repair history?
Archiving moves the notification to Archive and leaves the conversation in the ticket's repair history. Staff with the relevant permissions can still review it when opening the ticket.
The waitlist is open for repair shops
Leave your email for access updates. Your name and shop name are optional.
Watch the product tour 3:34 Follow a repair from check-in to pickup in BenchKey