Two-Way Text Messaging FAQ Updated August 13, 2024 22:56

Getting Started

What is two-way text messaging?

Two-way text messaging is text messaging that happens right inside Jobber. Messages are sent to your clients from a dedicated phone number rather than from a personal phone number so you can manage all your text messages in a single place. All team members with two-way text messaging permissions can text back and forth with clients to keep them informed of their work, see what messages were sent, when they were  sent, and which team member sent the message.

Learn more about two-way text messaging. 

Do I need a dedicated phone number to use two-way text messaging?

Yes. The first step of using two-way text messaging is selecting a dedicated phone number. Your dedicated phone number is the phone number that your clients can text to reach you and all your texts sent through Jobber will come from this phone number, rather than from a pool of numbers. Once you select your dedicated phone number, all your texts will be sent from that number going forward.

To select a dedicated phone, navigate to the Gear Icon > Settings > Two-Way Text Messaging. If you open the message center before selecting a number, you will be prompted to select one first.

Learn more about dedicated phone numbers. 

Why isn't a number with my area code available?

When setting up your dedicated phone number, the options you have to pick from are based on your location so that your texts come from a familiar number that’s local to your clients. If there isn’t an option with the area code of your choice, it might be that there are none available at the time so check back later.

Can I change my dedicated phone number?

No. Once selected, dedicated phone numbers cannot be changed. When setting up your dedicated phone number, options you have to pick from are based on your location so that your texts come from a familiar number that’s local to your clients. If there isn’t an option with the area code of your choice, it might be that there are none available at the time so check back later or select a different area code.

Why do you ask for my tax ID number?

To ensure reliable deliverability, registered corporations must provide their tax ID (EIN). You do not have to provide this if you are a sole proprietor.

Providing your tax ID is part of the phone number registration process to comply with carrier regulations. All businesses that use Application-to-Person text messaging via standard 10-digit long codes (also known as A2P 10DLC, or in this case, text messages sent via your dedicated phone number with Jobber) are required to register their business's dedicated number with their business information. Registering your dedicated phone number builds trust with carriers and ensures better text message deliverability to your clients. If your number is not registered, it will lead to a heightened risk of text message delivery failure.

Learn more about registering your number. 

Using two-way text messaging

Are texts always sent from the same number?

Yes. Your text messages will come from your dedicated phone number, whether you or your employees are texting from Jobber.com or using the Jobber mobile app. 

Are texts sent from my employee's personal number?

No. With two-way texting, your texts will come from your dedicated phone number rather than a personal phone number. 

Can all users see text messages? 

No. Only users who have the user permission setting for two way text messaging will have access to send and view text messages through the message center.

To manage permissions, navigate to the Gear Icon > Manage Team. Then select the user who's permissions you wish to edit.

In order to enable the two-way text messaging permission, users must also have these permissions (at minimum) enabled:

• Show pricing
• View requests
• View quotes
• View jobs
• View invoices

Since users who have access to two-way text messaging will be able to view message history, they need to be able to view items that have been sent to clients such as quotes or invoices. This is why so many permissions are needed in order to enable two-way texting permission. 

Learn more about user permissions.

Can I limit who can send text messages?

Users who have the permission enabled for two-way text messaging will be able to view all messages in the message center and send text messages to all clients. 

Users who do not have the two-way text messaging permission enabled will not be able to view the message center or send two-way text messages, however depending on their permission settings they will still be able to send text messages like on my way text messages or send quotes or invoices via text message. 

How can I see which team member sent a message?

Each message sent by your company will show the user that sent it. For automated notifications like an appointment reminder, it will show "Jobber" as the user who sent the message. Each message is time-stamped so you can see when the message was sent. After 24 hours, the time will change from the time the message was sent to the day of the week. 

Can my clients send me images?

Yes. Your clients can send you images that can be viewed in the message center. 

Click View Image to open the image.

Note: Messages can contain up to 10 images and 1600 characters, as long as the entire message is under 5MB. If a client sends a video, since it is sent by MMS it will likely be compressed which can affect video quality.

Images can only be sent by your clients. If you need to send your client an image, add it as an attachment to an email (for example a quote or job form email) in Jobber. 

What happens if a client calls my dedicated phone number?

Dedicated phone numbers are meant for text messages only. If one of your clients calls your dedicated phone number instead of texting it, there are two different things that can happen depending on your account settings.

• If you have a phone number listed in Settings > Company Settings, any calls to your dedicated phone number will be forwarded to your phone number listed on this page. 
• If you do not have a phone number set up in your company settings, your client will hear this automated message if they call your dedicated phone number:
  Thank you for calling <company name>. The number you have dialed does not support calls. It is used for text messaging only at the moment. 

Calls that are forwarded from your dedicated phone number to your company settings phone number will show the client's information on your caller ID so that you know who is calling.