Conversations (Mobile)
Overview
The Conversations section on mobile gives field technicians a unified inbox for all customer-facing and internal messages. SMS threads with customers and internal messages from dispatchers live in the same inbox — no app-switching, no missed context.
For technicians, fast communication from the field is critical. A customer asking for an ETA, a dispatcher updating job instructions, a customer confirming access — all of it surfaces here with full thread history so nothing falls through the cracks.
Features
- Unified Inbox — Customer SMS threads and internal staff messages in one list, sorted by most recent activity
- Send SMS — Compose and send outbound SMS from the same number the customer knows; replies route back here
- Internal Messaging — Send messages to other staff members without using personal phone numbers or third-party apps
- AI-Suggested Replies — The AI reads the incoming message and suggests 2–3 relevant replies based on the job context; tap to use, edit, or ignore
- Thread History — Full message history for each contact, including messages sent from the desktop CRM
- Notification Badge — Unread message count on the Conversations tab; push notification on new inbound messages
- Read Receipts — Timestamps for when messages were sent and delivered
- Offline Draft — Compose a message while offline; it sends automatically when connectivity returns
Message Types
| Type | Direction | Channel |
|---|---|---|
| Customer SMS | Inbound / Outbound | Twilio SMS |
| Internal Message | Inbound / Outbound | In-app only |
| AI Receptionist Escalation | Inbound | Twilio → Receptionist → Staff |
| Automated Workflow Message | Outbound | Twilio SMS / Email |
CRUD Reference
| Object | Create | Read | Update | Delete |
|---|---|---|---|---|
| Outbound Message | ✅ | ✅ | — | — |
| Internal Message | ✅ | ✅ | — | ✅ |
| Draft Message | ✅ | ✅ | ✅ | ✅ |
| Thread | — | ✅ | — | — |
| AI Reply Suggestion | — | ✅ | — | ✅ (dismiss) |
Notes
Outbound SMS is sent from the business's provisioned Twilio number — not the technician's personal number. Technicians cannot see messages between other staff members and customers unless they are part of the thread or assigned to the same job. Message history is retained indefinitely. All messages sent from mobile are logged in the contact's activity timeline in the desktop CRM.