Communicate

Customer SMS and Conversations

Site SMS numbers, templates, threads, quote replies, and pickup messages live inside the workflow.

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Customer messaging is part of the operating system, not a side inbox. Site-scoped SMS numbers, templates, conversation threads, grouped replies, and quote-response staging keep customer communication tied to the right workshop, customer, and repair order.

Workshop SMS · Sarah Patel
Hi Sarah, found worn front pads on the Hilux. Photo + quote here: openhood.live/r/abc123
10:14am
Yes go ahead, needed it
10:18am
All approved. We'll have it ready by 3pm. Cheers.
10:19am
Workshop activity feed

The advisor sees the same conversation, in context.

Parts engine Parts request fired. Order queued to nominated supplier.

3m ago

Tim James Brake service · $340 inc GST, quote line moved to approved. Advisor confirmed at 11:18am.

5m ago

Reply parser Customer reply staged. Reply parser detected approval. Awaiting advisor confirm.

8m ago
Who it helps

Less message chasing. More replies in context.

Technicians

Gets fewer interruptions because customer questions land with the advisor.

Service advisors

Replies from the workflow with templates, links, and RO context close by.

Owners

Keeps customer communication accountable and site-scoped.

Customers

Uses familiar SMS while the workshop keeps the context straight.

What Openhood does

  • Replies from the workflow with templates, links, and RO context close by.
  • Keeps customer communication accountable and site-scoped.
  • Uses familiar SMS while the workshop keeps the context straight.

What it doesn’t do

  • Transactional customer messaging is core; marketing and AI SMS are deliberate opt-in modules.
  • Uncertain inbound texts go to triage instead of being forced onto the wrong repair order.
FAQ

Questions workshops ask about customer sms and conversations

What is Customer SMS and Conversations in Openhood?

Customer messaging is part of the operating system, not a side inbox. Site-scoped SMS numbers, templates, conversation threads, grouped replies, and quote-response staging keep customer communication tied to the right workshop, customer, and repair order.

What does Customer SMS and Conversations replace?

It replaces message chasing with replies in context.

Explore more

Connected Openhood workflows

Marketing and AI SMS Agent

Opt-in marketing and AI reply support build on grouped, site-scoped customer conversations.

Live Repair Orders

One live repair order carries the job from booking to pickup.

Booking Diary and Calendar Capacity

Bookings, operating hours, closures, breaks, and capacity live in the same planning system.

See it on a real workshop.

Spin up a production-shaped Openhood demo and run the workflow end to end, or talk to the team about getting your workshop set up.

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