Movepro Docs / Communications

Communications

All customer communication (email, SMS, call logs) runs through the order's Comms tab, so the whole team can see the conversation. Templates with merge fields keep the wording consistent, and automations send the routine messages for you.

In this guide

The Comms tab: email, SMS, calls

Open any order and switch the right rail to Comms. The Call, Email and SMS buttons start a message to the customer; below them, the thread shows everything ever sent or received on this job, newest at the bottom. Composing an email lets you pick a template, edit the body, add attachments, and optionally update the lead's status as you send (e.g. to Quoted).

Order with the Comms rail showing call-backs, a sent email and an SMS in one thread
The Comms rail on an order: a call-back request, the quote email and an SMS reply, all in one thread.

How SMS works

Every Movepro account has its own dedicated phone number. SMS you send go out from that number, and replies feed straight back into the order's Comms thread, so there is no separate inbox to watch (you can see an SMS reply sitting in the thread in the screenshot above). Crew members don't see this customer thread; to get information to the crew, use a note with Include note for field staff (see Leads & CRM).

No bulk SMS (yet). Messaging each customer means opening each order (tip from training: Ctrl-click the order references in the diary to open them in tabs). The SMS button on the diary itself messages your staff, not customers.

Templates

Go to Communications → Templates. The list shows each template's type (Email or SMS) and its trigger: Manual templates are ones you pick from the composer; Auto templates are sent by the system when their event fires (booking confirmed, job booked, inventory updated…). Template editing is reserved for Owners and Admins; Managers can open the page to read templates but can't create or change them (role matrix).

Templates list with type, trigger and status columns
The template library: company alerts, customer alerts and your own templates, each Email or SMS, Manual or Auto, Published or not.
  1. Click Add new template.
  2. In Settings, give it a title, choose the Type (Email or SMS), pick the Company Branded Email wrapper, and set the Trigger: Manual, or the event that should send it automatically.
  3. In Content, write the subject, headline and body, inserting merge fields where the personal details go. The Call to action fields turn a merge-field URL (e.g. the quote link) into a button with your own label.
  4. Set the status to Published and save. It's now available in every order's composer (or armed on its event).
Template editor settings with type, branded wrapper, trigger, content fields and merge fields rail
Creating a quote template: Email type, Company Branded Email wrapper, Manual trigger, and a call-to-action button built from the booking-results URL.
Template editor body with merge tags in the text and a formatting toolbar
The body in the Editor tab: merge tags sit right in the text, with formatting and button tools below.
Template preview showing the company logo and branded headline
The Preview tab renders it with your branding: logo, colours and headline, no HTML required.

Merge fields

Merge fields are placeholders that fill themselves in per customer: Customer First Name, Agent Name, Order Ref, Move Time Estimate, Booking Form URL, Company Phone, Booking Payment URL and dozens more. The panel on the right of the template editor lists them all with a search; click to copy one into your text. A template like "Hi *|CUSTOMER_FIRSTNAME|*, great news: we've generated a quote for you…" personalises itself on every send.

Merge fields panel listing available placeholders
The merge-field catalogue in the template editor.

Automations

Communications → Automations chains messages onto a trigger over time: a follow-up sequence for unresponsive leads, a welcome series after booking. Build the flow once:

  1. Name the sequence and pick the Event that starts it, e.g. Lead status reaching a particular status.
  2. Add steps: each one waits (immediately, or after N days), then sends an Email or SMS using one of your templates. A toggle keeps sends inside business hours.
  3. Leave Cancel flow on engagement on so the sequence stops the moment the customer replies or books; nobody gets chased after they've answered.
Automation sequence builder with timed steps sending templates
Building a sequence for unresponsive leads: timed steps, each sending a template.
Automation trigger set to the Lead status event
The trigger: pick the event (here Lead status) and the flow arms itself.
Customer automations per lead. On each lead there's a "customer automations" toggle (and a matching switch in the right rail); turn it off for customers who shouldn't receive the automated sequence.
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