Manage Client Text Conversations

Shared two-way messaging

Two-way text messaging lets authorized users send and receive client messages inside Fieldified. Conversations remain attached to the client instead of being stored on an employee’s personal phone.

The shared message center provides:

• One dedicated business number
• Incoming and outgoing conversation history
• Team-member attribution
• Client and work-record links
• Images and MMS
• Shared unread status
• Delivery and opt-out events

Access and permissions

Administrators can view all conversations.

For other users, access depends on:

• Two-way messaging permission
• Client visibility
• Permission for the related request, quote, job, or invoice

An outbound message tied to work the user cannot access is hidden from that user.

Manage permissions from Manage Team.

Each team-written message identifies the user who sent it. Automated messages identify Fieldified as the sender in internal history while the client sees the registered business identity.

Set up the dedicated number first

Before starting conversations:

1. Open two-way messaging settings.
2. Select or request the dedicated business number.
3. Complete the required registration.
4. Confirm the number is active for inbound and outbound messaging.

If setup is incomplete, the message center directs an administrator to finish the number configuration.

See Dedicated Business Number Setup.

Use the message center

Open the message icon in Fieldified to see conversations.

Each conversation preview can show:

• Client name
• Phone number
• Latest message
• Image indicator
• Lead or archived-client status
• Unread indicator
• Last activity time

Search by client name or phone number.

Unread state is shared at the account level. When one authorized user opens a new conversation, it appears read to the other users. Use Mark as Unread when another person still needs to handle it.

Filter unread conversations

1. Open the message filter.
2. Select Unread.
3. Work through the filtered list.

The filter remains active when you return to the message center. Clear it to show every conversation again.

Start or continue a conversation

1. Open the message center.
2. Select the compose action.
3. Search for the client name or phone number.
4. Select an existing conversation or eligible number.
5. Write the message.
6. Review the sender identity, consent, and recipients.
7. Send it.

If a recent conversation already exists, open it from the list to retain context.

Draft text is saved while you move around Fieldified so you can return before sending.

Messages related to a visit, quote, job, or invoice include an internal link to that work record. Secure client links are hidden in the internal conversation display but remain present in the text delivered to the recipient.

Unknown phone numbers

An incoming text from a phone number that does not match a Fieldified client appears as an unknown conversation.

After identifying the person:

1. Create or update the client.
2. Add the exact phone number.
3. Confirm consent and communication preferences.
4. Associate or reassign the conversation when needed.

Future messages can then display the client name.

Send and receive media

Fieldified conversations can include MMS images and supported attachments.

A message can contain:

• Up to 10 images
• Up to 1,600 characters
• A combined payload under 5 MB

Carrier and destination support can affect media delivery. Video is usually compressed during MMS transport and may lose quality.

Open an attachment to view it at the received size. Do not use MMS for sensitive documents; send those through an appropriate secure Fieldified page.

Conversation actions

Open more actions from a conversation to manage it.

Mark as unread

Mark a conversation unread when it needs later attention. The unread indicator becomes visible to every authorized user.

View the client

Open the client profile to review:

• Contact details
• Properties
• Work and billing history
• Upcoming appointments
• Notes and attachments

Reassign the conversation

When multiple client records share a phone number:

1. Select Reassign Conversation.
2. Choose another client containing the same number.
3. Confirm the reassignment.

The existing thread and future messages from that number are associated with the selected client.

Correct the duplicate phone data afterward so new conversations can be matched reliably.

Delete the conversation

Select Delete Conversation and confirm.

Deletion is permanent. Consider retention, audit, dispute, and legal requirements before removing client communication.

Opt-out and re-consent

When a client replies STOP, Twilio suppresses further messages to that number and Fieldified records the opt-out.

After an opt-out:

• Do not send manual or automated texts.
• Use email or another permitted channel.
• Retain the opt-out event.

If the recipient later wants texts again, they must provide new consent and use the supported resubscribe keyword or opt-in process shown for the dedicated number.

Failed or missing messages

A failed message displays an error state in the conversation.

Before retrying:

1. Open the delivery detail.
2. Review the Twilio error code.
3. Confirm the destination number and country format.
4. Check opt-out state.
5. Verify number registration and geographic permissions.
6. Review the message content and attachments.
7. Correct the issue, then send a new message.

Do not repeatedly resend an unchanged message that a carrier rejected.

If Fieldified shows delivered but the client cannot find it, ask them to check unknown-sender, spam, and blocked-message folders. See Client Message Delivery Checklist.

Conversation history and reports

The message center stores the full back-and-forth conversation, including client replies.

Outbound communication reporting includes messages such as:

• Quotes and invoices
• Automated notifications
• Booking confirmations
• On-my-way texts

Use the conversation itself when you need the complete dialogue. Use communication reporting when auditing outbound delivery across clients and workflow types.

Related articles

• Dedicated Business Number Setup
• Business Texting Questions and Answers
• Client Message Delivery Checklist