Skip to main content

SMS & messaging

When SMS messaging is enabled for your workspace, Service Scout supports two-way SMS, a dedicated inbox, and MMS (picture messages) for staff who are allowed to use messaging.

Where to find it​

Messaging inbox​

  1. Open Messaging from the main navigation.
  2. Pick a thread (conversation) from the list.
  3. Type a message and send, or attach images / provide HTTPS image URLs for MMS.

Threads on a user or issue​

  • User profile — scroll to the SMS section to read and reply in context with that customer.
  • Issue (ticket) — when an issue has a requestor, the requestor’s SMS thread may appear on the issue page so replies stay tied to the job.

MMS and HTTPS​

Picture messages use public HTTPS links so the recipient’s network can retrieve the image. When pasting image links:

  • Use HTTPS, not plain HTTP.
  • Prefer links that stay valid long enough for delivery—very short-lived links may fail before the image loads.

Inbound SMS​

  • Inbound messages appear in the inbox and the relevant user thread.
  • Staff may receive notifications for inbound texts (depending on preferences and workspace setup).
  • Unknown numbers may be handled according to your workspace policy—including creating a new user record for an unrecognized sender when that behavior is enabled.

Accidental send protection​

The app includes safeguards to reduce mistaken outbound texts (for example wrong recipient or empty content). Read confirmation prompts carefully before sending.

Who can do what​

Messaging requires:

  • Workspace feature — SMS messaging turned on under Settings → Workspace features.
  • Role permissions — your user must be allowed to view users and send SMS.

If Messaging is hidden, ask an admin to enable the feature and confirm your role.