Automatic texts, emails and a live tracker link — fewer “is it ready?” calls.
Every status change you nominate texts and emails the customer for you, from your own number and your own domain — and a public tracker link lets them check where the repair is up to without calling the counter.
Why repair shops need proper customer communication
The shortcuts add up — until they don't. Here's what changes when you stop running the workaround.
The bench interrupted by “is it ready?” calls
Automatic SMS and email at every status you nominate
Texting customers from a tech's personal phone
Messages go through the shop's own Twilio number — replies come back to you
Updates sent from a generic no-reply address
Emails sent from your own domain, with your own wording
The counter relaying status all day
A public tracker link customers check themselves
No record of what the customer was told
Every message logged against the ticket — including the ones that failed
Booking no-shows with no reminder trail
Booking confirmations by email, with a self-service cancel link
What's included
Everything the customer communication workflow needs
Every capability below is in the platform — no add-on, no second app, no hidden tier.
📲Automatic SMS Updates
📧Email Status Updates
🔗Public Repair Tracker
☎️Your Own Twilio Number
🏷️Your Own Email Domain
✍️Custom Message Wording
📅Booking Confirmations
🧾Message Log Per Ticket
🛠️Technician Assignment Emails
📄Itemised Bill by Email
Features
The detail behind customer communication
These are the parts that matter — designed for the way real repair shops work.
Status updates that send themselves
Tick which status changes should reach the customer — Diagnosing, In Progress, Waiting Parts, Ready, Collected — and write the SMS and email wording once, with their name and device dropped in. From then on, moving the ticket does the telling for you.
A tracker link instead of a phone queue
Every shop gets a public link customers use to check where their repair is up to — on the bus, at work, at 11pm — without anyone picking up a phone. Fewer where's-my-phone calls, calmer counter.
From your shop, not from us
SMS goes through your own Twilio number, so replies land with you and you pay Twilio directly — no per-message markup. Emails can send from your own domain with your own templates, so every update looks like it came from your shop. Because it did.
Every message on the record
Each SMS and email sent is logged against the ticket — what was sent, when, and whether it was delivered — including the ones that failed. When a customer says nobody told them, the record answers.
Booking confirmations built in
Online bookings confirm themselves by email with the time, the store address and phone, and a link for the customer to cancel — sent through your own email settings. An SMS confirmation through your Twilio account is optional.
The team hears too
Assigning a repair emails the technician the device, the work, the status and the due date — so the customer isn't the only one who always knows what's happening.
How it works
From setup to second nature
01
Set it up once
Connect your Twilio number, pick which status changes should message the customer, and write the wording — their name and device drop in automatically.
02
Work the ticket
Move the repair through its statuses as you normally would. The nominated changes text and email the customer the moment they happen.
03
Let them check themselves
The customer follows their tracker link whenever they're wondering — no call, no interruption, no “let me go ask the tech”.
04
Hand it over informed
The Ready message brings them in, and you can email an itemised bill of the work and parts at handover. Every message stays on the ticket's record.
Results
Shops that switched to proper customer communication
“Every phone that comes through the door gets logged with photos and a condition check, so nothing goes missing and no job gets forgotten.”
A
Adam
Phone repair shop — Townsville
“Onboarding a new tech used to take weeks of shadowing. The intake and repair steps are the same at every site now, so they follow the process instead of learning someone's habits.”
R
Renata
Large repair shop network
“The quote, the parts and the final invoice all come off the one ticket, so what I tell someone at drop-off is what they pay at pickup.”
P
Pablo
Phone and computer repair — Brisbane
FAQ
Frequently asked questions
Do customers get updates without us chasing them?
Yes. Status changes you nominate send an automatic SMS and email — so customers hear when the repair starts, when you're waiting on a part, and when it's ready to collect, without anyone at the counter remembering to tell them.
Do I need my own Twilio account for SMS?
Yes. Customer texts go through your own Twilio number, which means replies come straight back to you and you pay Twilio's message rates directly — we add no per-message markup. Email updates use your email settings and don't need Twilio.
Can I change what the messages say?
Yes. You write the SMS and email wording once per status, with the customer's name and device dropped in automatically. Every shop's messages are its own.
What does the public tracker show?
Where the repair is up to. Customers open their link and see the current status of their job — enough to answer “is it ready?” without a phone call.
Is there a record of what was sent?
Yes. Every SMS and email is logged against the ticket, including failed sends — so there's never an argument about whether the customer was told.
Which plans include this?
Email updates and booking confirmations are part of the platform. Customer SMS updates and the public repair tracker are included on the Growth and Multi Store plans.
Also in the platform
Other features that pair with customer communication
Every feature below is part of the same platform — no extra subscription, no extra logins.