SMS & Messaging

Text your customers automatically. Send reminders, confirmations, and follow-ups via SMS.

SMS is RevDesk’s universal fallback channel — every contact can receive it. For higher-engagement follow-up (iMessage sees 3–4× the engagement of SMS), see Messaging channels.

What you can do

• Send automated texts - Confirmations, reminders
• Receive texts - Customers can text your number
• AI responses - Intelligent auto-replies
• Templates - Pre-written messages for common scenarios

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Automated messages

Appointment confirmation

Sent immediately after booking:

Hi [Name]! Your appointment with [Business] is
confirmed for [Date] at [Time].

Reply YES to confirm or call us to reschedule.

Missed-call text-back

Optionally text an inbound caller when the call ends unanswered. The workspace default is disabled; when an admin enables it, RevDesk presets a 30-second delay. Each phone number can inherit the workspace setting or override the enabled state, message, and delay.

Before sending, RevDesk rechecks that the call was inbound, terminal, never answered, and not voicemail. It also rechecks business and quiet hours, consent and DNC status, A2P registration, wallet balance, channel availability, opt-outs, and human takeover. The text is written to the normal inbox thread, just like a human or coworker message.

Follow-up

Sent after service:

Thanks for choosing [Business]! We'd love your
feedback. How was your experience today?

Reply 1-5 (1=Poor, 5=Excellent)

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Message templates

Create reusable templates:

Template	Use case
Booking confirmation	After appointment scheduled
Missed-call text-back	After an eligible unanswered inbound call
On our way	Technician en route
Follow-up	After service completed
Review request	Ask for reviews

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Variables

Personalize messages with variables:

Variable	Replaced with
[Name]	Customer’s name
[FirstName]	First name only
[Date]	Appointment date
[Time]	Appointment time
[Business]	Your business name
[Address]	Your address
[Phone]	Your phone number

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AI-powered responses

When customers text back, your AI can:

• Answer questions - Using your knowledge base
• Reschedule - Move appointments
• Confirm - Mark attendance confirmed
• Escalate - Alert you for complex issues

Example conversation:

Customer: Can I change my appointment to Thursday?

AI: Of course! I have availability Thursday at
10 AM, 2 PM, or 4 PM. Which works best for you?

Customer: 2pm

AI: Perfect! I've rescheduled you for Thursday at
2 PM. You'll receive a confirmation shortly.

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Two-way texting

Your RevDesk number can send and receive texts:

• Inbound texts appear in your inbox
• Reply from dashboard or let AI handle it
• Full conversation history with each contact

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SMS compliance

Text messaging requires consent. Make sure customers have opted in to receive texts from you.

Best practices:

• Get consent - Checkbox on forms, verbal agreement
• Include opt-out - “Reply STOP to unsubscribe”
• Honor opt-outs - Immediately stop messaging
• Identify yourself - Include your business name

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Message pricing

SMS is billed per segment at $0.012, with no monthly cap. A segment holds up to 160 characters (70 for emoji/Unicode); longer messages span multiple segments. Texts to international (non-US/Canada) numbers bill at the carrier’s per-destination rate plus $0.008/segment, never below the $0.012 base.

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Setting up SMS

1. Enable SMS

   Go to Settings → Messaging → Enable SMS
2. Configure templates

   Create or customize messages, including the optional missed-call text-back

3. Set triggers

   Choose when messages are sent automatically
4. Test

   Send a test message to yourself

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Configure SMS

Set up your message templates

Compliance Guide

Understand SMS regulations