Additional work and SMS replies
When a customer replies to a quote by text, Openhood reads the reply and proposes a decision for each line. It never applies that decision on its own. An advisor always confirms first.
Confirm a staged reply
A reply arrives as a staged draft on the quote, not as an applied change. The repair order keeps waiting until you confirm.
- Open the quote. The customer's raw reply shows above the proposed decisions, so you read what they actually wrote.
- Check each proposed line, marked Approved or Declined with an SMS source label. Change any line you disagree with.
- Confirm. Only then do the line statuses change and the approved work is actioned.
SMS replies never apply themselves
Quote approval is a financial decision. The reply reader proposes; you confirm. This advisor gate is permanent, not a temporary safety rail. One misread approval costs a chargeback and a customer.
Re-quoting additional work
Work found mid-job is normal. Add the new recommendations to the quote, send the updated quote, and the customer approves the new lines the same way: by secure link or by staged SMS reply.
Approved work is always one packet
Each round of approved items lands on the same additional-work job card, with one task per approved line, so the technician keeps one coherent work packet no matter how many times you re-quote.
What the customer is charged
Only approved lines are billed. Declined lines stay on the repair order report for future follow-up but never reach the invoice. The invoice is a record of sale, so it reflects approved items only.