Twilio SMS

Optional - text messaging is built into RAD Repairs. Connect your own Twilio account only if you want texts to come from your own custom phone number.

You don't need this to send texts

SMS works out of the box on the platform's built-in shared number - no setup, no Twilio account. This integration is for shops that want messages sent from a number that belongs to their business, so customers can save it and reply to a recognizable number.

What SMS does (built-in or your own number)

Two-way texting - send SMS from a ticket; customer replies attach to the same ticket and flip its status to Customer Reply so it grabs attention.
Per-number actions - every phone number on a ticket has Call and SMS buttons.
Compliance built in - STOP/START opt-out keywords are honored automatically and an opt-out notice rides along on messages.
Timezone-aware scheduling keeps automated messages inside polite hours.

Using your own number (Twilio)

Create a Twilio account and buy an SMS-capable phone number.
In App Center > Twilio SMS, switch on Use my own Twilio account and enter your Account SID, Auth Token, and the phone number.
Set the webhook URLs shown on the page on your Twilio number so inbound texts and delivery statuses route back to RAD Repairs.
Send a test message from the page (or from any ticket).

Inbound messages are matched to customers by phone number. SMS In and SMS Out are labeled distinctly on the ticket so conversations read cleanly. Switching the toggle off returns you to the built-in shared number at any time.

Automatic SMS notifications

On the App Center > Twilio SMS page you can choose which events automatically text customers (and any additional contacts who are opted in):

Ticket creation - text the customer when a ticket is created (on by default).
Worksheet status - daily repair-progress updates (on by default).
Invoice sent - text an "invoice ready" message when an invoice is emailed (off by default).
Payment received - text a payment receipt when a payment is recorded, in addition to the receipt email (off by default).

Invoice and payment texts are off by default because they touch billing — turn them on only when you want customers texted about invoices and receipts. Each customer still respects their own SMS opt-in, and additional contacts can be opted into invoice/payment SMS individually on the customer's Contacts tab.