Call and message customers

The Chat tab in the Installer app lets admins and team leads communicate directly with customers. Through it, you can send messages and make calls without sharing personal phone numbers.

Who can use this feature

Only admins and team leads can access the Chat tab and contact customers. Team members cannot see or use this feature.

Sending messages

Messages are delivered to customers as SMS text messages.

How it works:

1. Open the job in the Installer app
2. Go to the Chat tab
3. Type your message
4. Tap Send

What happens:

• The customer receives your message as an SMS
• When they reply, their response appears in the Chat tab
• All message history is visible to anyone with access to the job
• Messages are automatically logged in the Console job record

Things to know:

• Customer and installer phone numbers stay hidden throughout the conversation
• All interactions are automatically recorded in the job history
• Push notifications help you see customer replies quickly

Making calls

You can call customers directly from the Chat tab using the in-app calling feature.

How it works:

1. Open the job in the Installer app
2. Go to the Chat tab
3. Tap the phone icon. The app will display the number you should expect to receive the call from
4. Accept the call when your phone rings
5. Wait while the system connects you to the customer (you'll hear ringing and hold music)

What the customer experiences:

• They receive a call with an automated message explaining their installer is calling about their upcoming job
• They hear that calls may be recorded for quality and training
• They can press 1 to opt out of recording, or stay on the line to continue
• A tone plays when you're connected

Things to know:

• The system hides both your phone number and the customer's phone number
• If customers try to call back using the number from SMS notifications, they'll hear a recorded message asking them to reply via SMS instead
• When calls are recorded, you can access the recording from the Console job record

Automated vs manual messages

In addition to the messages you send through the Chat tab, customers also receive automated SMS messages at key stages of their job (like when you propose a date, confirm the booking, or complete the work).

• Manual messages (sent through the Chat tab) - Use these for back-and-forth communication about scheduling or specific questions
• Automated messages - Sent automatically by UPowr at key milestones to keep customers informed

For details on what automated messages are sent and when, see Automated SMS messages.