Send a message to a client

Service Buddy lets you email or text clients without leaving the app. Every message is logged to the client record so your whole team can see what was said and when.

Before you start

• Make sure your email is connected under Settings → Integrations. See Connect your email.
• To send texts, confirm that texting (Twilio) is enabled for your account. See Available integrations.

Send an email

1. Open the client record.
2. Click the Mail button at the top of the page.
3. The Send Mail dialog opens with the client’s email pre-filled. Add a Subject and write your message in the body.
4. Click Send.

Note

To send an invoice or quote by email, use Edit → Notify Client from within that record. See Send an invoice and Send a digital proposal.

Send a text message

1. Open the client record.
2. Scroll down to the Communication section.
3. Type your message in the “Type your message here…” field.
4. Click Send.

The conversation appears in the Communication section so your whole team can see the thread.

Tip

You can send photos of completed work, signed paperwork, or site conditions by MMS. Attachments are saved to the conversation history.

What happens next

• The message goes out right away and is marked Sent on the client timeline.
• If the client replies to a text, the reply appears in the same conversation thread inside Service Buddy — you do not need to switch apps.
• Failed emails are flagged so you can fix the address and resend.

Tips

• Use placeholders like client first name and invoice total in your templates so every message feels personal without extra typing.
• Pin important conversations by marking the client as a Favorite so they stay at the top of your messages list.
• If a client has opted out of texts, Service Buddy blocks further texts to that number automatically.

Caution

Do not paste sensitive information like card numbers or passwords into messages. Use a secure payment link instead — see Generate a payment link.

FAQ

What’s the difference between sending a message here and using Notify Client on an invoice?

This article covers ad-hoc messages — schedule confirmations, follow-ups, “your flooring just arrived” updates. Notify Client on an invoice or quote sends a link to the document with a Pay Now button (if BuddyPay is set up). For general conversations, use this; for delivering an invoice or quote, use Notify Client.

Where do client replies show up?

Inside the client record’s Communication section. The whole thread (your messages and their replies) lives there so your team can read the conversation in context. There’s no separate inbox to monitor.

Can multiple people on my team see messages I send?

Yes — every message is logged on the client record and visible to anyone with access to that client. Useful when you cover for a coworker on vacation or when sales hands off to install.

Can I send photos to a client?

Yes — attach photos to texts (MMS) or emails. Common uses for flooring: confirming the carpet color, hardwood stain, or tile choice before install, sharing finished install photos, sending a damage or subfloor photo with a quote for repair.

What happens if a client replies “STOP” to a text?

Service Buddy honors the opt-out automatically — further texts to that number are blocked. The opt-out is recorded on the client record. To restore communication, the client has to opt back in (typically by texting “START” themselves).

Can I schedule a message to go out later?

Not directly — messages send immediately. For scheduled communication (like a “your install is tomorrow” reminder), use the automatic reminders configured per document type, or set a task on the calendar to remind yourself to send it.

Why isn’t a client receiving my texts?

Check: (1) is texting enabled on your account? (2) is the phone number on the client record correct, with country code? (3) has the client opted out (a STOP reply)? (4) is the carrier blocking the number? See Available integrations for texting setup or Emails not sending for the full diagnostic flow.

Can I use templates so I don’t retype the same message?

Yes — see Manage message templates. Save common messages (install confirmation, post-install thank you, payment reminder) once and pick from a list each time.