Messages
Messages is where you talk to a customer about their work — not a mass-email tool. Every conversation is attached to the customer, so the next person who picks it up sees the whole history instead of asking them to repeat it.
Growth and up (customerMessaging). Requires messages.view to read and
messages.send to reply.
Two ways a message reaches someone
- Portal — it appears in the customer portal next time they open it.
- SMS — it goes to their phone as a text, and their reply comes back into the same thread.
You pick per message. SMS is right for “we’re 20 minutes out”; the portal is right for anything with a document attached.
SMS requires Twilio to be connected and your number verified. Until then the channel picker will only offer the portal.
Sending a message
Open Messages
Messages in the sidebar. Conversations are listed by customer, most recent first.
Pick a customer, or start a new conversation
Write it and choose the channel
Send
Attaching context
You can link an invoice, estimate, job or contract to a message. The customer gets a direct link to it, which cuts out “which invoice?” entirely.
What customers see
In the portal, your messages appear as a conversation they can reply to. By text, they see your business name and the message — replies come back into LawnLedger, not to a personal phone.
Tips
- Keep it about the work. This thread is visible to anyone on your team with messages access, and it’s part of the customer’s record.
- Use it instead of personal texts. A conversation on a crew lead’s phone is invisible to the office and gone when they leave.