Send repair status texts without rewriting every update.

Send a text when the customer can act on it

The most useful SMS events are meaningful changes: the item has been received, an estimate needs a decision, a part has delayed the work, the job is ready for pickup or the collection date is approaching. Sending a text for every internal adjustment can train customers to ignore the messages that matter.

Keep the text concise and put the fuller explanation on the tracking page. The status and note should agree; a Ready for pickup text paired with an old Waiting for parts note creates more confusion than silence.

• Confirm the mobile number and notification preference at intake.
• Record SMS consent before choosing a text-message channel.
• Use email when a longer explanation is more appropriate.
• Never include passwords, payment-card data or unlock codes in a text.

Understand prepaid credits and delivery refunds

SMS is not included in the monthly subscription price. The shop buys prepaid credits in the app; checkout shows the package price and currency before payment. The SMS credits page shows the available balance and recent purchases, usage and automatic refunds for eligible undelivered messages.

Email updates remain available without buying SMS credits. A delivery receipt means the provider handled the message, not that the customer read it or approved the work.

Current SMS coverage is Canada only

BenchPing SMS delivery currently supports Canadian recipient numbers. Do not buy credits expecting delivery to other countries. If your workshop serves another country, contact support@benchping.com before purchasing.

Messaging rules and consent obligations depend on location. The workshop is responsible for accurate contact information, customer choices and appropriate use. Product controls do not replace legal advice.

Treat sent and delivered as different outcomes

A text can fail because a number is invalid, the destination cannot receive it or the provider rejects it. BenchPing keeps delivery history so the failure is visible. Correct the contact information or channel before retrying; repeatedly sending to the same bad number does not solve the problem.

For important decisions such as estimate approval, verify the customer’s recorded action. Do not interpret a delivered notification as authorization.