WashStacks offers two SMS options:
WashStacks Built-In SMS: SMS is managed directly through WashStacks. You add credits in WashStacks, and WashStacks handles the provider setup.
Twilio SMS: Your company connects and manages its own Twilio account.
This article covers WashStacks Built-In SMS.
Before You Start
WashStacks will help set up Built-In SMS for your company. As part of setup, we’ll provision a phone number for your account and complete the required SMS registration steps.
To complete registration, you may need to update the terms and conditions or privacy policy on your website. SMS carriers often require clear language explaining how customers opt in to receive text messages, what types of messages they may receive, and how they can opt out.
WashStacks will let you know if any website updates are needed before your SMS number can be fully approved for sending.
Adding SMS Credits
WashStacks Built-In SMS uses company SMS credits. Credits are purchased dollar-for-dollar through WashStacks.
To add credits:
Go to Settings.
Open Integrations.
Select WashStacks SMS
Click Buy Credits.
Enter the dollar amount you want to add.
Complete checkout.
A small Stripe processing fee is added at checkout so the full amount you choose is added to your SMS credit balance.
For example, if you buy $25 in SMS credits, your company receives $25 in SMS credits. The processing fee is charged separately during checkout.
Viewing Your SMS Balance
Your current SMS credit balance appears on the built-in SMS integration page.
If your balance gets too low, WashStacks may prevent new SMS messages from being sent until more credits are added.
How SMS Costs Work
SMS costs are based on the type of message sent.
Short text messages typically count as one SMS segment. Longer messages may be split into multiple SMS segments and cost more. Picture messages are billed as MMS messages.
Your built-in SMS integration page shows the current message and phone number costs used by WashStacks.
Setting Up Automated Damage Claim SMS Notifications
WashStacks can automatically send a text message to the customer when a damage claim is submitted.
To configure this:
Go to Settings.
Open the Claims settings area.
Find the New Damage Claim SMS or Customer Damage Claim SMS setting.
Turn the SMS notification on.
Enter the message you want customers to receive.
Save your changes.
This message is sent to the customer's phone number associated with the claim. It will use your active SMS provider. If your company is using WashStacks Built-In SMS, the message will use your company SMS credit balance.
Recommended Message
We have received your damage claim and our team will review it. We will follow up with you within 48-72 hours. If you have any questions, you can text this number or call us at: 555-555-5555. Thank you.
Troubleshooting
If a WashStacks Built-In SMS message does not send, check the following:
Built-In SMS is enabled and connected under Integrations.
Your company has enough SMS credits.
The customer has a valid phone number on the claim.
The customer has not opted out of SMS messages.
The automated Damage Claim SMS setting is turned on.
The SMS message field is not blank.
If your company uses Twilio SMS instead, check your Twilio account status, Twilio phone number, and Twilio billing settings.