***Customer names and personal information in the following images are false and were created purely for instructional purposes.

(This article provides instructions on manually texting individual customers. For information on how to mass text all customers or groups of customers, please see the help article "Mass Upload/Update/Texting Tool." For information on how to set up auto-texts to customers when certain conditions are met, please see help articles "Setting Up Auto Text to Customers/Leads/People when Specific Work Order or Submission Statuses are Set." For information on Quality Control/Follow Up/Appointment Reminder Texting, please see help articles "Setting Up Automated Quality Control/Follow Ups" and "Manual Quality Control/Follow Ups." For information on texting payment links to customers when invoices are generated, please see the help article "Generate Invoice and Text Pay Link.") 

Note: If you wish your rep to receive an email alert when a customer replies to a text sent from FastGem, you must make sure that the toggle 'Receive email notification on Text Response' is toggled to YES in their User record: 

They can also toggle this from their User Profile in the Front End, under 'My Profile'. 

Internal users can send text messages to customers/leads several ways. One method is from a list view, via the Action Log. 

  1. From a list view (Customers/People, Leads, Work Orders/Appointments, etc.) click the Action Log (black book) icon.

2. Click "Send Text Message"

3. Select "Customer" from the dropdown

4. Type directly into the text box, or select a pre-written message from the 'Template' dropdown

5. Click "Send Message"

6. A record of your sent text should then appear in the Action Logs

Internal users may also text customers/leads from within the person's profile. 

1. From within a person's profile, click on "Actions"

2. Scroll down until you find the option "Send Text Msg To Customer," enter your text, or choose a pre-written text from the "Text Template" dropdown. Then click "Send Message."

3. Your sent text will appear in the Action Logs for that customer. 

 ***To learn how to configure the pre-written Text Templates that are available here, please see help article "Configuring Customer Text Templates."

 When a customer responds to a text message sent from FastGem, it will appear in the action log and will also appear in the QC log (SMS tab):