Two-way texting: what it means
DefinitionTwo-way texting is messaging in which a customer can reply to a business's texts and staff can answer from a shared inbox, rather than sending one-way notices. It turns a reminder into a conversation about gate codes, running late or changing a date.
How it works in a service business
Most customers would rather text than call, and replies often include useful details. The tradeoff is a new job: someone has to watch the inbox. A reply that sits unread for a day is worse than no text option. A common mistake is sending from a number that nobody monitors, so customers answer a reminder and hear nothing. Decide who reads replies, during which hours, and what happens after hours, such as an automatic note giving business hours. Keep the history attached to the customer record so anyone can pick up the thread. Texting requires a connected messaging account and carrier registration, so confirm that setup is finished before telling customers they can reply.
Example
A customer replies to a reminder that the side gate is now locked. The office sees it in the inbox, adds a code to the job notes and answers in a few minutes.
Where Apex touches this
In progress
Part of this is built. The rest is not. Status as of 2026-10-07; the badge shows the least-built feature involved.
- CM01Two-way SMS from business number(In progress)
- CM16Shared inbox with assignment(In progress)
- CM31MMS photos in two-way text(In progress)
Apex Flow Scheduler is in early access. See how we label status.