How Callout messages your clients
WhatsApp first, email as the backup, and no texts. What goes out, and what you approve first.
The two channels
WhatsApp first, email as the fallback. There is no SMS anywhere in Callout, on purpose: texts cost real money per message, and that cost ends up in your subscription.
If a client has WhatsApp, that is where they hear from you. If not, or if it fails, the same message arrives by email.
What gets sent
- The confirmation, as soon as they book, with their job page link and a calendar invite
- A status update when you change where the job stands, if you have that switched on
- A new time, when you approve a delay alert
- What is owed, when you finish
- A review request afterwards
- Service reminders, if you have set them
Emails come from you, not from us
The from name is your business name, and the reply address is your email. A client hitting reply reaches you directly, not a Callout inbox nobody reads.
When they reply
Replies land in your Inbox, filed against the job they belong to, so you are not trying to work out which Dave a message is from.
Quick replies are in Settings, and they are editable. "Running 10 min late" should sound like you saying it.
The 24 hour thing
WhatsApp only allows a free-form message within 24 hours of the client's last message. Outside that window it has to be one of a small set of pre-approved templates. Callout handles this: it picks the right template automatically, or falls back to email. You never have to think about it.
The one visible effect is service reminders. Months after the last job, that window is always shut, so reminders usually arrive by email.
Nothing sends without you
Callout will never message a client on your behalf without you either doing the thing that sends it or tapping approve. The delay alert in particular always asks first.
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