Job Confirmations makes it easy to send appointment confirmation texts directly from a Work Order and keep track of customer SMS responses in one place. Once enabled, your team can send a confirmation, receive a quick Yes or No reply, and monitor everything in the Message Center.
Messages are also saved to the related Work Order and Contact history, so you always have a record of what was sent and how the customer responded.
Note: If this feature is not available in your account, contact Support so we can enable it for you.
Set Up Access (Admin Only)
Before using Job Confirmations, ensure that applicable users have access to the feature.
Navigate to Personnel Settings > Roles and Permission Settings.
Select the role you want to update.
Find the Message Center permission.
Choose the appropriate access level:
Admin – Full access (send, view, edit, delete)
Edit – Can send, view, and edit messages
Read Only – Can view messages only
None – No access
Send a Job Confirmation
Open a Work Order.
Click Send Confirmation.
In the message window:
Check the To / Contact field (auto-filled from the Work Order)
If needed, select a different contact with a valid mobile number
Review the message (this is prefilled with appointment details and cannot be edited)
Click Send.
Once sent, the message will appear in the Message Center. The response will remain blank until the customer replies.
Note: If you send multiple confirmations to the same contact and some of the previous messages remain unanswered, the text will include an extra code so that customer replies match the correct request.
Send a Confirmation for Multi-Visit Work Orders
If your Work Order includes multiple visits:
Open the Work Order and click Send Confirmation.
In the message window, use the Visit Schedule dropdown.
Select the correct visit.
Review the updated message details.
Click Send.
View Customer Replies
Open the Message Center from the left navigation.
Review the message list.
Check the Response and Status columns to see:
Confirmed (Yes)
Declined (No)
No response
Unrecognized response
Click the Job ID to open the related Work Order.
Adjust the Confirmation Status using the drop-down to select the application option.
Status indicators:
🟢 (Green) Confirmed
🟡 (Yellow) Declined (reschedule needed)
🔴 (Red) Opted out
Search for Messages
Open the Message Center.
Use the search bar at the top.
Search by:
Contact name
Company name
Mobile number
Job ID
Review the results list.
Filter Messages
Open the Message Center.
Use filters to narrow results.
Filter by response status:
Responded
Not Responded
Confirmed (Yes)
Declined (No)
Unrecognized
Set a Start and End date range.
Review the filtered list.
View Message Details
In the Message Center, click a Message ID.
Review the message details window.
See both the original message and the customer’s reply.
Click Close when finished.
View Message History from a Work Order or Contact
Open the related Work Order or Customer record.
Go to the Audit History.
Review the message and any associated response.
Best Practices for Opt-Outs
If a customer opts out of text messaging:
You’ll see a clear indicator in the Message Center (🔴).
You won’t be able to send messages to that contact.
Recommended steps:
Add an Activity Note to the customer record.
Flag the customer as opted out for visibility.
If needed, select a different contact when sending a confirmation.
This helps your team avoid sending messages to opted-out customers and keeps communication preferences clear.