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Automated Messages

Quick version: Fieldkit can automatically text customers when you miss a call, before appointments, and after sending estimates. Turn each one on or off in Settings under SMS & Automation.

Before You Start

Automated messages require A2P registration to be complete. If you have not set that up yet, see Setting Up Text Messaging.

How Automated Messages Work

Fieldkit watches for specific events (missed calls, upcoming jobs, sent estimates) and sends a text to the customer automatically. You do not have to do anything -- it runs in the background.

Each automation can be turned on or off individually. You can also customize what the messages say.

Turning Automations On and Off

  1. Go to Settings and scroll to SMS & Automation.
  2. Click Automation Settings to expand the section.
  3. Use the SMS Automation master toggle to turn all automations on or off at once.
  4. Use the individual toggles to control each type:
    • Missed Call Response
    • Appointment Reminders
    • Quote Follow-ups

The master toggle must be on for any individual automation to work. If you turn off the master toggle, all automations stop even if the individual toggles are on.

Missed Call Auto-Reply

What it does: When a call to your tracking number goes unanswered, Fieldkit automatically sends a text to the caller.

When it sends: Right after the call ends without being answered (includes calls that ring out and busy signals).

Default message:

Hi! This is [Your Business Name]. We missed your call. We'll call you back shortly. If urgent, reply or call [Your Phone Number].

This is one of the most valuable automations. Instead of losing a potential customer because you could not answer the phone, they get an instant response and know you will follow up.

Appointment Reminders

What it does: Sends text reminders before scheduled jobs so customers are ready for you.

When it sends: Two reminders per appointment:

  • 24-hour reminder: Sent the day before the scheduled job. Asks the customer to confirm or reschedule.
  • 2-hour reminder: Sent about 2 hours before the appointment. Lets the customer know you are on your way.

Default 24-hour message:

Reminder: Your appointment with [Your Business Name] is tomorrow, [Date] at [Time]. Reply YES to confirm or call [Your Phone Number] to reschedule.

Default 2-hour message:

[Your Business Name] here! We'll be at your location in about 2 hours for your [Time] appointment. See you soon!

Reminders only go out for jobs with a status of "Scheduled." If you cancel or complete a job before the reminder is due, no text gets sent.

The 2-hour reminder only sends if the 24-hour reminder was sent first. If a job is scheduled less than 24 hours out, neither reminder will be sent.

Estimate Follow-Ups

What it does: Sends follow-up texts after you send an estimate, nudging the customer to accept.

When it sends: Three follow-ups at different intervals, but only if the estimate has not been accepted:

  • 24 hours after the estimate is sent
  • 3 days after the estimate is sent
  • 7 days after the estimate is sent

Default 24-hour message:

Hi [Customer Name], this is [Your Business Name]. Just checking if you had any questions about your estimate. Reply or call [Your Phone Number].

Default 3-day message:

Hi [Customer Name], wanted to follow up on your estimate from [Your Business Name]. Ready to schedule? Reply YES or call [Your Phone Number].

Default 7-day message:

Hi [Customer Name], your estimate from [Your Business Name] is still valid. Any questions? We're here to help: [Your Phone Number]

Follow-ups stop as soon as the customer accepts the estimate. Each follow-up only sends if the previous one was sent -- so the 3-day follow-up will not send if the 24-hour one was skipped.

Follow-ups are sent daily at 10:00 AM to avoid texting customers at odd hours.

Customizing Your Messages

  1. Go to Settings and scroll to SMS & Automation.
  2. Click Message Templates to expand the section.
  3. Click on the template group you want to edit (Missed Call, Appointment Reminders, or Quote Follow-ups).
  4. Edit the message text in the text box.
  5. Click Save.

You can use placeholders that get filled in automatically when the message is sent:

| Placeholder | What it becomes | |---|---| | {{business_name}} | Your business name | | {{business_phone}} | Your business phone number | | {{customer_first_name}} | The customer's first name | | {{job_date}} | The scheduled job date | | {{job_time}} | The scheduled job time |

Keep messages under 320 characters. The editor shows you a character count and how many SMS segments your message will use.

If you want to undo your changes, click Reset to Default to go back to the original message.

Tips

  • Missed call auto-reply is the single most effective automation for winning new customers -- turn it on first
  • Keep automated messages friendly and short
  • Always include your business name so customers know who is texting
  • Appointment reminders reduce no-shows significantly
  • Estimate follow-ups work best when you have already had a good conversation with the customer
  • Check your Messages inbox regularly -- customers often reply to automated texts

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