SMS: Commonly Asked Questions

Overview

This article is intended to outline Commonly Asked Questions regarding Supermove SMS features within the Office App.

FAQ

What is a Custom SMS template vs a System SMS template?

• Custom templates are created by you, the user.
• System templates are auto-sent SMS that Supermove provides (similar to Email templates)

What happens if the customer replies to a message?

When the customer replies, the In-App Notification (Bell Icon) is sent to the last Office user that messaged the customer.

One caveat, if Supermove is the only sender of a message to the customer (auto-generated SMS), Office users will not receive an In-App Notification (Bell Icon) for the customer’s response. Once a message is sent by the Office user, however, this no longer applies as the notification goes to the last Office user to message the customer.

What happens if an internal user replies to a message?

Similar to customer SMS responses, when a crew or staff member replies to an SMS, the In-App Notification (Bell Icon) is sent to the last Office user that messaged the customer. In addition, a read/unread notification is displayed against the chat bubble.

What happens when someone replies to a team message?

Supermove does not yet support group texts. If a customer responds to a team message, the In-App Notification (Bell Icon) will notify the last Office user to message that team member.

How do I view messages sent to a team?

All messages (including team messages and automated messages) are viewed in the individual chat.

Why don’t I see all my SMS templates when choosing a template to use?

You only see SMS templates that are type ‘Customer’ on the project page. Similarly, you will only see SMS templates that are type ‘Mover, Office, and Other’ on the internal messaging space.

What happens to the ‘recipient’ field on the SMS template?

The recipient field is strictly for automated messages (Workflows, system SMS). It is ignored when manually sending a text via the Project page as well as via the Staff page.

Do SMS templates support project variables?

Yes, SMS templates support project variables as long as type = ‘Customer’.

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