The texts your customers receive¶
The texts Lupa sends your customers in your business's name, what happens when a text cannot be sent, and what replying STOP, START or YES does.
All texts come from your business's registered toll-free number. A customer only gets texts once that number is approved, and most texts only go to customers whose consent is Approved. See Text messaging.
On-the-way texts¶
When a technician marks a visit on the way, the customer gets:
Your technician is on the way!
In Lupa Tech in a browser, the technician can change this wording in Message to client before confirming. From the field app, the standard wording is sent.
The text is only sent for a visit scheduled for today. If the technician starts the visit without marking it on the way first, no on-the-way text is sent.
If the text cannot be sent. If the customer has not approved texts, or your business has no texting number yet, Lupa emails the same message instead. The email continues the most recent email thread you have with that customer, under that thread's subject. If there is no earlier email thread, the subject is Your technician is on the way. The standard message gains a second sentence: "They'll be arriving shortly." Wording the technician typed is sent unchanged. A customer with no email address gets nothing, and neither does a customer with no phone number on file.
Completion texts¶
In Lupa Tech in a browser, a technician completing a visit can tick Notify client. The customer then gets:
Your service has been completed. Thank you!
The technician can change the wording first. This text only goes to customers who have approved texts. It has no email fallback.
Schedule changes¶
Lupa does not text a customer automatically when their visit moves. If an admin moves a visit away from the customer's committed arrival time, and Notify client when committed times shift is turned on for that customer, the assigned technician gets a notification asking them to tell the customer the new time. The customer hears whatever your team sends them.
Texts about consent¶
- The automatic reply to a first text. When someone who has never been asked texts your number, they get: "We require approval for SMS messages -- do you accept receiving messages on this number? Reply YES to approve or STOP to revoke."
- The follow-up after a call. A caller whose number is on file and who presses 1 is told to watch for a text. The text reads "Hi — this is", your business name, then "You pressed 1 from your call; how can we help? Reply to this message any time." It is only sent to customers who have already approved texts.
Messages your team types¶
Anything an admin or technician types in a customer's text thread goes to the customer as written. When an admin texts a customer who has not approved texts, Lupa Dash warns them first. See Texting without consent, and opt-outs.
When a customer replies¶
The customer's replies arrive in Comms in their text thread, where your team can see and answer them. Here is what three one-word replies do:
| The customer replies | What happens |
|---|---|
| STOP | They are opted out straight away, whatever their state. Your business sends no more automatic texts to them. Lupa sends no reply of its own. |
| YES | If a consent request is waiting for an answer, they are approved for texts. Otherwise it is an ordinary message. |
| START | Lupa does not act on it. It arrives as an ordinary message, and a customer who opted out stays opted out. |
Lupa only acts on the single word, in upper or lower case, with nothing else in the message. From someone who has never been asked, any text other than STOP, including YES or START, gets the automatic reply described under Texts about consent.
A customer who has opted out and wants texts again needs a fresh opt-in request, which Lupa only sends by email. Choose Re-invite via email on their file. See Getting customer consent.