Two-way texting for moving companies: Every customer conversation, on its order.
Messages gathers every conversation with your customers, texts, emails and portal messages, one per order, storage account or business account, unread first. Reply with a text or a portal message from the same box, with your templates, files and AI help, and see whether each text was delivered.
- conversation per order: texts, emails, portal
- 1conversation per order: texts, emails, portal
- photos or files per message
- 10photos or files per message
- honoured at once, on every text
- STOPhonoured at once, on every text
Messages
Every conversation, unread first
Mark all as read for all
#RES-1150Booked2
Megan Cole
Local move · Oct 10
#LD-2238Follow up1
Lina Park
Long distance · Oct 22
#RES-1146Reserved
Robert Hale
Local move · Oct 18
#RES-1139Booked
Greg Moss
Packing · Oct 9
Megan Cole #RES-1150
Open Order WindowEmail · Your move is booked
Mon 9:14 AM · Opened
Text
10:38 AM
Portal message
10:41 AM
Nina Ortiz is typing…
Type Message
Also send as message
Texting runs on MoveBoard's Twilio connection, from your own registered number, paid from a prepaid texting balance.
What it fixes
The day before Messages, and the day after.
A customer texts a salesperson's cell, and the rest of the office never sees it.
Every reply lands in the order's conversation and on Messages, unread first.
Two people answer the same customer with two different times.
You see who's typing, and MoveBoard asks before you send over a reply from a minute ago.
Someone keeps texting a customer who already said STOP.
STOP puts the number on the opt-out list at once. No person or workflow can text it.
How it works
Messages, screen by screen.
01 / From the order
Text the customer without leaving the order.
In the order's conversation, the Message tab shows the order's phone numbers as chips: texts go to every number that's on. Add a variable or a template, and with variables the button becomes Preview and send SMS so you check the words filled in for this customer first. Or send it as a portal message instead.
- Pictures go as picture messages; other files as links that last 7 days
- Also send as message sends the text and the portal message in one press
- The envelope on the Orders list opens the conversation over the list
- The second person on a move gets a copy when their texts are switched on
Order #RES-1146 · conversation
Text from the order
To(781) 555-0164 (781) 555-0177 Add phone number
Hi Customer first name, your crew arrives between 8 and 9 AM on Oct 18. Here's the parking note for the building.
Preview and Send SMS
Hi Robert, your crew arrives between 8 and 9 AM on Oct 18. Here's the parking note for the building.
02 / The whole team
Two people, one customer, one answer.
When a colleague starts a reply in the same conversation, you see their name just over the reply box. If someone sent this customer a reply in the last minute, MoveBoard asks before yours goes. Cancel keeps your words in the box so you can read theirs first. Customers never see any of it.
- The list refreshes every 20 seconds, the open conversation every 10
- Ping message to a colleague to hand them a reply
- Opening a conversation doesn't mark it read: you decide
Lina Park #LD-2238
Text
2:02 PM
Text · Nina Ortiz
2:03 PM
Nina Ortiz and Sam Reyes are typing…
Nina just replied to this customer 20 seconds ago. Send anyway?
03 / Texting rules
Who MoveBoard won't text, and why.
Every text, yours and automatic ones, is checked before it goes. A customer who replies STOP, CANCEL, END or QUIT is opted out at once, and only they can undo it by texting START. A number that can't exist, or that the phone company rejected, shows This number can't receive texts until it's fixed. When a text is held, you're told why.
- The SMS tab lists the month's texts: delivered, received, never arrived, failed
- A failed text has Resend in its actions
- A grey SEND AS SMS says why right under it; a carrier's daily limit is named, and when it resets
- Texts can be switched off for one customer, one order or one additional contact
- Your website quote form carries the texting consent line
Messages · SMS · this month
Every text, with its status
Text not sent
(857) 555-0109 has opted out of texts. Only the customer can undo it, by texting START.
04 / Emails, as they got them
Open the email and copy its link.
Every email to a customer is kept in the conversation of the order, storage tenant or account. Show all opens it exactly as the customer got it, with your logo, colours, buttons and working links. Under it, Links in this email lists each link by its words, like PAY Invoice or the customer's page, with Copy link beside it, ready to paste into a text for a customer who can't open the email.
- The same on orders, storage tenants and accounts
- Nothing in an email can run on your screen: no scripts, no forms
Storage tenant · Emails · Show all
The email they got, links included
To: tenant · Your storage invoice from Harbor & Pine Moving
Invoice #ST-2041 · $185.00
PAY InvoiceLinks in this email
05 / Your texting number
Registered, prepaid, never a surprise.
US carriers only deliver business texts from a number registered for A2P 10DLC. The MoveBoard team sets up your texting number and the registration with you; until it's approved, emails and portal messages carry on. Texts are paid from a prepaid balance you can top up or keep topped up with auto-recharge.
- Top up $25, $50, $100 or any amount from $5 to $5,000
- Texting and the AI Receptionist can share one balance or keep two
- Managers, finance and admins are told when the balance runs low, by default
- At $0 texting pauses until funds are added
Settings · Payments & billing
Balance & usage
Texting and the AI receptionist
$84.60
Auto-recharge on: charge $50 when the balance is below $20
Top up
Card on file · Visa ending 4242
Text messages
Your company is approved to send SMS.
SMS Phone number (617) 555-0190
06 / Help writing
Say it out loud, send it polished.
Press the microphone and talk, in any language: your words land at the cursor in the language you spoke. The AI button polishes what you typed, changes its tone, makes it shorter or longer, fixes spelling and grammar, or translates a customer's message to English. It only ever fills the box: nothing goes until you press send.
- Restore Original puts your own words back
- A message written with the AI is marked as AI-written
- Automatic messages go at once, or hold until 8 AM when their workflow keeps quiet hours
Generate
Polish
Rewrite · Restore Original
Modify
Change tone: Friendly, Witty, Descriptive, Informative, Formal
Make shorter · Make longer
Fix spelling and grammar
Translate to English
Polished
Hi Megan, yes, we can start at 9 AM on Saturday. Your crew will call about 30 minutes before they arrive.
“We don't lose customer anymore, everything is keep on software platform that is easy to use and easier to follow up with customer.”
By the numbers
1
Conversation per order
Texts, emails, portal messages, calls and notes with the customer sit on one thread on the order, and every unread reply also shows on Messages and on the order's envelope.
Where do I change the emails and texts customers get?
In Settings › Communication › Templates. Each email and text is a card that shows the workflow sending it. Emails open in a designer where you click words to change them, drag parts, pick a theme, or edit the code beside the live email, and Email me a test shows you exactly what the customer will get.
Can customers reply to automated SMS messages?
Yes. Texting is two-way. A customer's reply to any text, automatic or not, lands in the order's conversation and on the Messages page with the unread ones first, and the people with the customer-reply notification on are told.
Do I need a separate SMS service like Twilio?
No account of your own. Texting runs on Twilio through MoveBoard: the MoveBoard team sets up your texting number and its carrier registration (A2P 10DLC) with you, and texts are paid from your prepaid texting balance in Settings › Payments & billing › Balance & usage.
Is there a limit on the number of messages I can send?
Texts are paid from your prepaid balance, so texting goes on as long as there is money on it: auto-recharge charges your card when it drops below the amount you choose. At $0 texts pause until you top up. The balance pays for texts and the AI Receptionist, not emails.
Can I customize the automated messages?
Yes. Every email and text is a template you can change in Settings › Communication › Templates, with variables for the customer's name, move date, prices and links, and a designer for emails. Workflows decide when each one goes and to which move types, services and estimate types.
Can I see all communication history for a specific customer?
Yes, on the order. Its conversation holds the texts, emails, portal messages, calls and notes with that customer, oldest to newest. The Messages page gathers the same conversations across all your orders.
Why didn't a text go out?
MoveBoard tells you. The usual reasons: the customer replied STOP, the number can't receive texts, texts are switched off for that customer or order, the texting registration isn't approved yet, the balance is used up, or a carrier's daily limit for your number was reached (it resets at midnight Pacific time). A grey SEND AS SMS says the reason right under it, and the SMS tab shows each text's delivery status.
A customer says they can't open our email. Can I send them the link?
Yes. Open the email in the conversation with Show all: under it, Links in this email lists each link, like PAY Invoice, with Copy link beside it. Paste it into a text.
Do texts I send myself wait for quiet hours?
No. A text you send goes at once, at any hour. Only automatic messages whose workflow keeps quiet hours wait until 8 AM on the branch's clock.
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