> ## Documentation Index
> Fetch the complete documentation index at: https://docs.shopwrk.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Communicate with customers via SMS, voice, and email

> Send and receive SMS, make calls with voicemail and recording, run email campaigns, and manage all customer conversations from a unified inbox.

ShopWrk brings all of your customer communication into one place. From the **Conversations** inbox you can send SMS messages, make and receive calls, and run email campaigns — without switching between separate apps. Every message, call, and email is tied back to the customer's profile.

<Note>
  Conversations requires messaging to be configured for your shop. If you see a "Set Up Messaging" prompt, go to **Settings → Messaging** to connect your phone number and configure SMS.
</Note>

## Unified inbox

The **Conversations** inbox shows all your customer threads in one list. Each thread groups all messages with a contact — SMS, voice, and notes — so you have full context before you reply.

<Tabs>
  <Tab title="All">
    Every conversation across all channels. Use this when you want to see everything at once.
  </Tab>

  <Tab title="SMS">
    Threads that contain SMS messages only. Useful when you're focused on text-based outreach.
  </Tab>

  <Tab title="Calls">
    Call history and voicemail threads. Review recordings and transcripts here.
  </Tab>

  <Tab title="Unread">
    Conversations with unread inbound messages. A good starting point at the beginning of each day.
  </Tab>
</Tabs>

## SMS messaging

ShopWrk uses Telnyx to send and receive SMS. Messages are sent from your shop's registered phone number and arrive in the sender's standard text message app.

### Sending a message

<Steps>
  <Step title="Open a conversation">
    Click on a customer's thread in Conversations, or click **+ New Conversation** to start a thread with a contact who doesn't have one yet.
  </Step>

  <Step title="Compose your message">
    Type your message in the composer at the bottom of the thread. You can type freely or insert a template.
  </Step>

  <Step title="Send">
    Press Enter or click **Send**. The message appears in the thread and is delivered to the customer's phone number.
  </Step>
</Steps>

### Message templates

Templates let you save messages you send frequently — appointment reminders, estimate notifications, payment links — so you don't have to type them from scratch each time.

<Steps>
  <Step title="Open templates">
    In the message composer, click the **Templates** icon (or go to **Settings → Messaging → Templates**).
  </Step>

  <Step title="Pick a template">
    Select a template from the list. It populates the composer. Edit the text if needed before sending.
  </Step>

  <Step title="Save a new template">
    In Settings, click **New Template**, name it, write the body, and save. It's immediately available in the composer.
  </Step>
</Steps>

### Bulk messaging

Send a single SMS to multiple contacts at once — useful for promotions, reminders, or seasonal campaigns.

<Warning>
  Bulk SMS is subject to A2P 10DLC regulations. You must complete A2P registration before sending bulk messages. See [A2P 10DLC compliance](#a2p-10dlc-compliance) below.
</Warning>

### A2P 10DLC compliance

A2P (Application-to-Person) 10DLC registration is required by US carriers for business SMS. Without it, your messages may be filtered or blocked.

ShopWrk guides you through the registration process from **Settings → Messaging → A2P Registration**. You'll provide your business name, EIN, and a description of your messaging use case. Approval typically takes a few business days.

<Info>
  A2P registration is a one-time setup. Once approved, your shop's number is recognized as a legitimate business sender and enjoys higher deliverability.
</Info>

## Voice calls

ShopWrk includes WebRTC-based calling so you can make and receive calls directly from the dashboard — no physical phone required.

### Making a call

<Steps>
  <Step title="Open a contact or conversation">
    Go to a customer's profile or their conversation thread.
  </Step>

  <Step title="Click Call">
    Click the phone icon to start a call. The call connects through your browser using WebRTC.
  </Step>

  <Step title="Talk and hang up">
    Speak with the customer. Click **End Call** when you're done. The call is logged in the conversation thread.
  </Step>
</Steps>

### Receiving calls

Incoming calls to your shop's number ring in the ShopWrk dashboard. You can accept or decline from the notification that appears. If you're away or busy, calls route to voicemail automatically.

### Voicemail

Missed calls go to voicemail. ShopWrk records the message and stores it in the conversation thread. You can play back voicemails directly in the inbox.

### Call recording

All calls are recorded and stored for 60 days. Recordings are accessible from the conversation thread.

<Warning>
  Call recording laws vary by state. Make sure you understand and comply with the consent requirements in your jurisdiction before enabling call recording.
</Warning>

### Call routing

Configure how incoming calls are handled in **Settings → Voice** — set business hours, define forwarding rules, and customize voicemail greetings.

## Email

ShopWrk sends transactional emails (estimates, invoices, job confirmations) automatically. You can also send one-off emails to customers and run targeted email campaigns.

### Email campaigns

Use campaigns to send a message to a specific list of contacts — for example, all customers who haven't been in for more than 6 months, or everyone tagged "Window Tint".

<Steps>
  <Step title="Open Marketing">
    Navigate to **Marketing** in the sidebar and go to the **Email** section.
  </Step>

  <Step title="Create a campaign">
    Click **New Campaign**, choose a name, and select your audience by filtering contacts.
  </Step>

  <Step title="Write your email">
    Compose the subject line and body. You can use personalization tokens like the customer's first name.
  </Step>

  <Step title="Send or schedule">
    Send immediately or schedule the campaign for a later date and time.
  </Step>
</Steps>

### Delivery tracking

After sending a campaign, ShopWrk tracks delivery status for each recipient — delivered, opened, or bounced. View these stats from the campaign detail page.