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Help Center › Apps, community & FAQ › FAQ: messages, texts and email
FAQ: messages, texts and email
Seven quick answers about who can message whom, text rules and quiet hours, STOP, links, limits, spam folders and muting.
On this page
1. Who can message whom in the crew app?
Crew and crew leaders can message the owner and managers only. The office can message anyone on the team who has a login. Customer threads are never shown there. The owner can switch crew messages off per role.
2. Why didn’t a text go out?
Common reasons: texting is not set up (Twilio or Telnyx details missing), US carriers have not approved the business registration (A2P 10DLC), the plan does not include texts, the customer opted out, the text fell in quiet hours, or the site owner’s kill switch or monthly cap is on. See [troubleshooting-texts-and-email].
3. What are quiet hours?
The default is that no text goes out before 8 am or after 9 pm in the customer’s local time. A reminder that would land overnight is sent at 8 pm the evening before instead. Daily limits also apply to marketing. A contractor can add a stricter rule for their state.
4. What does STOP do?
A customer who texts STOP is opted out of texts. Texting START opts them back in. Replies to your texting number are logged in the customer record and emailed to the contractor. Texts from unknown numbers become leads.
5. Is there a limit on messages?
Yes. In the crew app and in the inbox, 120 messages an hour per person. Phone messages are limited to 1000 characters. Community comments are limited to 60 an hour. Contractors’ text and email sending also follows their plan allowance and any hard cap the site owner sets.
6. Why can’t I send a link in a message?
Brand-new accounts cannot send links to strangers, which stops spam. You will see “New accounts can’t send links yet — please describe it instead.”
7. Why do my emails land in spam?
Usually the sending domain is missing records that prove the mail is real: SPF, DKIM and DMARC. Each business can run an email check that looks these up and tells you which one is missing. Some sending services also need a verified sender or domain. Gmail and Yahoo expect these for bulk mail.
Tips
- Marketing messages go through an approval queue when set to “ask me first”.
- Tell customers what to expect before the first text.
If something goes wrong
- No reminders arrive: see [homeowner-my-calendar-and-messages] and check the contractor’s reminder schedule.
- Messages blocked by an opt-out, quiet hours or a missing consent do not send until the rule is met.