A conversation nobody else can see is a conversation that has to happen twice.
A customer replies to an appointment text. The reply reaches one phone. Whoever holds that phone now has context nobody else in the company has, and the next person to touch the account starts from nothing — asking questions the customer has already answered and repeating commitments somebody has already made.
Texts file against the customer record. Anyone with access to that customer sees the thread as part of their history, alongside notes, jobs, invoices and documents. The alert about a new message opens the conversation itself rather than dropping you on a general screen and leaving you to find it.
Consent is enforced per person, not per company. Each recipient's own contact details and status decide whether a message can be sent, so one person opting out cannot accidentally silence a whole account and a company-level setting cannot accidentally message somebody who asked you not to. When messages are held back, the system reports how many were held and how many were reachable — never a bare zero that reads as success.
What it does, point by point
- Inbound texts filed on the customer record, visible to the whole office
- The notification opens the conversation, not a generic screen
- Consent and reachability evaluated per recipient, matched on identity rather than a name
- Delivery reporting states what was held and what was reachable
- What the carrier actually did is recorded, not just what it said first
- Quiet hours respected, so a silenced alert does not become a 2am text