Job Confirmations FAQ

Question

Answer

What is the Job Confirmations feature?

Job Confirmations is a two-way SMS feature in ServiceBridge Web that allows your team to send appointment confirmation texts from a Work Order, receive customer replies, and manage those conversations in the Message Center. It helps reduce no-shows, cuts down on manual confirmation calls, and keeps all message history tied to the job and customer record.

Where can I find Job Confirmations in ServiceBridge?

You can send confirmations from a Work Order using the Send Confirmation button. Customer replies, and message activity are available in the Message Center, as well as in the Work Order Audit History and Contact Record Audit History.

How do I enable Job Confirmations?

To get started, reach out to ServiceBridge Customer Support to enable SMS messaging for your account. This will also activate access to the Message Center.

Who can use this feature?

Access is based on role permissions. Users need the SMS Messages permission (Modify, Edit, or Delete access) to send job confirmations.

How do I send a job confirmation?

Open a Work Order, click Send Confirmation, review the prefilled message, confirm the recipient, and send the text.

Does the customer need to log in to respond?

No. The customer receives a text message and can reply directly from their phone—no login or app required.

What kind of customer replies are supported?

The feature is designed for simple responses to confirm or decline an appointment. If a customer sends something outside the expected format, it will still appear, but may be marked as unrecognized, so your team can follow up.

Where can I see customer responses?

You’ll see responses through notifications, in the Message Center, and in the related Work Order and Contact audit history. The Message Center provides a single place to track all message activity.

What information is shown in the Message Center?

The Message Center shows details like Message ID, recipient phone number, customer name, message content, sent date, response date, response, and Job ID. The Job ID links directly back to the Work Order.

Can I search or filter messages?

Yes. You can search by contact name, company name, phone number, or Job ID. Filters are available for response status and date range, with the default view showing the last 7 days. If no results match, you’ll see a “No messages found” message.

What happens if a customer has opted out of SMS?

If a customer has opted out, messages cannot be sent to that number until they opt back in. The system automatically enforces this and flags opted-out contacts.

Is Job Confirmations available in the mobile app?

No. Sending job confirmations is currently available in ServiceBridge Web only.

What happens if a customer has multiple job confirmations at the same time?

When you send the first job confirmation (for example, in a multi-visit work order), the message will ask for a Y or N for a response to confirm. When you send a second job confirmation, and the first one has not been replied to yet, the second message will have an additional 7-character code that the customer must enter so that the response is linked to the correct appointment.