Garage Door OS Docs
Communications

Messaging Timeline

Unified SMS and email threads with customers.
5 min read

Messaging Timeline

Overview

The messaging timeline is a unified thread view for SMS and email conversations with customers—so office staff see context next to jobs and estimates without switching apps for every reply.

How to access

Messaging (/messaging) from the main menu (when visible for your role).
Threads also appear in context on customer records where messaging is linked.

What you can do today

  • View conversation history by customer or thread.
  • Send and receive SMS when Twilio & Telnyx is configured.
  • Send and receive email via configured email integration or system send.
  • Use templates for common replies (see Email & PDF Templates).
  • Tie communications to CRM records for follow-up.

Prerequisites

  • Messaging permissions for your role.
  • SMS provider configured (Twilio or Telnyx) for text channels.
  • Customer phone/email on file with opt-in compliance per your business policy.

Step-by-step

Open a conversation

  1. Messaging → search customer name or phone.
  2. Open the thread to read history.

Send SMS

  1. Select thread or start from customer record.
  2. Compose message—optionally pick an SMS template.
  3. Send. Delivery status depends on provider webhooks.

Send email

  1. Choose email channel in thread or use customer email action.
  2. Select template if needed, edit body.
  3. Send—Gmail Integration users may sync via the Gmail portal for two-way mail.

Current limitations

  • WhatsApp and iMessage are not native channels—SMS/email focused.
  • Group MMS and internal team chat are outside this timeline (use your team chat tool).
  • Attachment size limits follow SMS/email provider rules.
  • Full marketing blast campaigns belong in Marketing Portal, not the operational messaging inbox.

Roadmap

  • Assign threads to users with SLA timers.
  • AI suggested replies in-thread.
  • Rich MMS templates with images from job photos.

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