Set up ShopWrk texts and calling

ShopWrk texts and calling use one shop phone number. Customers text and call that number. Get the number, finish carrier texting signup, and set Call Flow here. Send texts, place a call, and play recordings in Conversations.

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Texting setup

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First-time setup

If you want customer texts to actually send, go to Settings → Messaging and finish the carrier texting signup ShopWrk shows there. US carriers require this once for business texts. Until it is done, outbound texts can get filtered or blocked. ShopWrk then lets you pick a shop number and set messaging defaults on that same screen. Do the carrier texting signup first.

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Finish carrier texting signup

ShopWrk asks for the shop details carriers need. Typical items:

• Legal name, address, tax ID (EIN), website, and a contact
• Owner name, email, and phone
• A short note on how you will use texts, such as appointment reminders, follow-ups, or promotions

Submit it, then wait. Review is often 1 to 5 business days. Watch the status on Settings → Messaging. Signup needs to show approved before ShopWrk can send. You can still receive texts while you wait.

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Get a phone number

Get your shop number from Settings → Messaging. Pick a local area code that matches your market. Customers pick up more often when the number looks local. If you already have a business number you want to keep, contact ShopWrk support about porting it in.

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Compliance and trust

Settings → Messaging includes a Compliance & Trust panel where you can monitor:

• Carrier texting signup status
• Monthly usage, inbound and outbound counts, and estimated cost of text pieces billed
• Opt-out status

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Text opt-out

ShopWrk handles STOP, HELP, and UNSTOP keywords. When a customer replies STOP, they are added to your opt-out list and will not get further texts from your number. ShopWrk blocks sends to opted-out numbers. You can view and manage the opt-out list from the Compliance & Trust panel.

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Messaging configuration

Once your number is in place and signup is approved, Settings → Messaging has saved Message templates for jobs like appointment confirmations, invoice reminders, and review requests. You can turn on Auto-replies for after-hours or missed messages, and manage the Opt-out list. To send a text blast to many customers at once, see Campaigns.

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Call flow

Go to Settings → Calling. People with calling permission edit Call Flow. You will see your shop number, then Primary recipient. Pick the teammate who should get the first ring. Add their Work phone on the same page, or they will show as Work phone needed. Choose fallbacks if you want them, then save. If Call Flow is missing or turned off, inbound calls go to ShopWrk voicemail. That is better than a silent miss.

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Team work phone

A Work Phone belongs to one teammate in this shop. It is the cell that rings with their Chrome tabs. Set it in either place:

• Team, open that person, then Work phone.
• Settings → Calling, on the person you picked for Call Flow.

Call Flow cannot use a teammate as a phone target until they have a Work Phone. After you save a number, click Test phone. You should hear: “Your ShopWrk Work Phone is connected. Live customer calls can ring this phone.”

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Primary recipient and Chrome

When a customer dials your shop number, ShopWrk rings every ready Chrome tab for that person and their Work Phone at the same time, for 18 seconds. A closed laptop does not delay the cell phone. Keep ShopWrk open in Chrome so that person can answer in the browser.

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Press 1 on a Work Phone

When a Work Phone rings, you hear: “ShopWrk business call. Press 1 to accept.” Press 1. If you only swipe to answer and skip press 1, the call can land in that person’s personal voicemail instead of ShopWrk voicemail.

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Fallback

If the Primary Recipient does not answer, ShopWrk rings up to three fallback teammates and an optional fallback number together for 12 seconds. Ready Chrome tabs and Work Phones ring at the same time in that stage too. The first person who answers in Chrome or presses 1 on a phone wins. Everyone else stops ringing. If the Primary Recipient is already on a ShopWrk call, ShopWrk skips them and goes to fallback so the next customer is not stuck waiting. If nobody accepts, the caller reaches ShopWrk voicemail and the call shows as missed.

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After hours

Call Flow uses the shop’s business hours and timezone. Those same hours are used by scheduling and online booking. When the shop is closed you can pick:

• Normal call flow: keep primary and fallback routing.
• Fallback only: skip the Primary Recipient.
• Voicemail: send callers straight to ShopWrk voicemail.

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Call recording

Recording is a shop toggle, not something you start on each call. Go to Settings → Calling. If you see tabs, open Setup. Turn on Call recording enabled, then save. When it is on, ShopWrk records after a person answers, in Chrome or after press 1 on a Work Phone. Play recordings, transcripts, and summaries from the CALL thread in Conversations. Ringing, no-answer attempts, and a personal carrier voicemail are not recorded as completed conversations. Recording rules differ by state. ShopWrk plays a disclosure when recording is on. Know the consent rules where you operate.

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