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Communications

Last Update 4 bulan yang lalu

Communications: Setting Up the Customer Portal Communications: SMS & Calling

Communications: SMS & Calling

Jeremy Mckinney

Last Update 4 bulan yang lalu

Crew Ops Pro integrates directly with Twilio to centralize your business communications. Instead of using personal cell phones, your team can call and text clients directly through the app, ensuring every conversation is logged, professional, and accessible to the whole team.

1. SMS Messaging (Texting)

Texting is the fastest way to reach customers. The system allows for both manual two-way conversations and automated notifications.

How to Send a Text

You can send a message from a Client Profile or a Job Card.
1. Navigate to the client or job.

2. Click the "Send SMS" button.

3. Compose: Type your message or select a Template (e.g., "On My Way", "Review Request") to save time.

4. Send: The message is sent instantly.

5. Replies: When the client replies, the message appears in the Messages tab and the specific Client Profile, creating a complete thread history.

Automated Notifications

The system works in the background to keep clients informed without you lifting a finger.

• Booking Confirmations: Sent instantly when a job is scheduled.

• "On My Way" Alerts: Triggered when a technician taps "En Route" in the mobile app.

• Traffic Delays: If the AI route optimizer detects a significant delay (Red Alert), it can automatically text the customer with an updated ETA to prevent frustration.

2. Calling & The AI Receptionist

Never miss a lead, even at 2 AM. Creative Job Hub offers powerful voice features to handle inbound and outbound calls.

The AI Receptionist

If you can't get to the phone, the AI Receptionist takes over. It is more than just voicemail—it is a conversational agent capable of doing actual work.

• Answering: It answers in a natural, professional voice (customizable in settings).

• Quoting: It can quote base prices from your Price Book (e.g., "Our drain cleaning starts at $150...").

• Scheduling: It collects the customer's preferred date/time and address.

• Lead Creation: Instead of leaving a voicemail audio file, the AI creates a New Lead card in your dashboard with the conversation summary, ready for approval.

Outbound Calling (Click-to-Call)

Technicians in the field can call clients directly from the Mobile App.
• Privacy: Calls are routed through your business number, keeping the technician’s personal cell phone number private.

• Logging: The call duration and timestamp are automatically logged in the client’s Contact History.

3. Contact History Logs

Stop guessing who said what. Every interaction is recorded in the Client Profile.
• Navigate to a Client and view the Activity or History tab.

• You will see a chronological timeline of:

  • SMS Logs: Read the full text conversation.    
  • Call Logs: See who called, when, and how long they spoke.    
  • Email Logs: View copies of estimates and invoices sent.

4. Setup Requirements

To enable these features, you must configure the integration in your Admin settings.

1. Go to Settings → Integrations.

2. Locate the Twilio section.

3. Enter your Account SID, Auth Token, and Twilio Phone Number.

4. AI Configuration: In the AI Receptionist tab, you can customize the greeting script, voice personality, and "After Hours" rules.

Note: SMS and Voice usage billing is handled through your own Twilio account, ensuring you pay direct carrier rates without markups.

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