SMS & Email
Customer messages triggered by what is actually happening.
Send and receive texts and emails from your business number and address, with the whole conversation saved on the customer record. No more scrolling through personal phones to find what was said.
Messaging that knows the context
Automated customer emails and SMS are only useful when they are triggered by something real: an enquiry arriving, an appointment approaching, a quote going quiet, a job being finished. Generic bulk messaging tools do not know any of that. Step Into AI does, because the messages are sent from the same platform that holds the customer record, the calendar and the pipeline.
This page is about two-way business text messaging and email tied to each customer, with templates and drafted replies. It is not an email marketing platform in the newsletter sense; that is covered by newsletters and reviews and reactivation, which use the same customer data.
The problem
Messages scattered across phones are messages you will lose.
Customers texting personal mobiles
The conversation lives on one person's phone, and nobody else can see it.
Email threads that go cold
A reply arrives while you are on site and gets buried by the evening.
Nobody knows who replied
Two people answer the same customer, or nobody does.
How it works
A shared inbox that knows the customer
Messages arrive in a team inbox, linked to the customer record, with suggested replies ready for you.
- Message inAutoSMS or email arrives in the shared inbox
- Matched to the customer automatically
- Draft replyAIAssistant suggests a reply from the conversation history
- Edit and send, or let it send simple ones
- AssignedAutoConversation assigned to the right person
- Everyone sees who is handling it
- TemplatesYouCommon replies and confirmations one tap away
- On-my-way, running late, quote attached, job complete
What you get
Outcomes, not features.
- One business number and email for all customer messages
- Full conversation history on every customer record
- Faster replies with templates and suggested drafts
- Team visibility so nothing is missed or answered twice
You stay in control
Choose which messages the assistant may answer alone. Everything else waits for a person.
How we handle your data is set out on our security and data processing pages.
How approval settings workWho it is for
- Teams where customer messages currently live on personal mobiles
- Businesses that want appointment reminders, confirmations and updates sent automatically
- Anyone who answers the same questions by text every day
Worth knowing before you decide
- Step Into AI is in early access. Automated reminder sequences are configured with you by our team, and some messaging capabilities described here are still being rolled out to early customers.
- SMS allowances are included per plan and additional bundles are available at cost.
- WhatsApp Business integration is on the roadmap and not available today.
- Marketing messages need consent or an existing customer relationship; service messages about a live booking or enquiry are different. We help you set the rules.
Connected
Works with the rest of the platform
Each part is useful on its own. Together they own the whole customer journey.
Industries
How it applies in your industry
Beauty Salons
Answer booking calls mid-treatment, cut no-shows and bring clients back when they are due.
See the workflowPlumbers & Heating
Answer emergency calls mid-job, book visits, chase quotes and remind customers about annual services.
See the workflowElectricians
Capture enquiries on site, qualify the job, book the visit and chase the quote.
See the workflowProperty Services
Handle tenant, landlord and agent calls, log every job and keep everyone updated automatically.
See the workflowQuestions about SMS & Email
Can customers text our landline number?
Once your number is on the platform it can receive SMS as well as calls. Replies go back from the same number.
Is WhatsApp supported?
WhatsApp Business integration is on our roadmap. SMS and email are available now.
How many messages are included?
Each plan includes a monthly SMS allowance. See pricing.
Resources
Related guides
How to follow up a quote without annoying the customer
Most quotes are never chased because chasing feels pushy. It does not have to. A simple follow-up sequence, with example messages you can copy.
Lead conversionHow quickly should a business respond to a new enquiry?
Speed is the cheapest advantage you can buy. What a fast reply actually looks like, why it matters more for trades and clinics, and how to do it without hiring anyone.
See what happens to your next enquiry.
A short demo, built around your business, showing how SMS & Email would work for you.