# Customer Messaging — Automated SMS & Email for Portable Sanitation | DropHaul _Source: https://www.drophaul.app/features/customer-messaging_ # Customer Messaging DropHaul includes a built-in messaging system that sends SMS and email notifications to customers automatically based on service lifecycle events. Messages can also be sent manually, and customers can reply via SMS, email, or a public web link — all threaded into a single conversation view. ## Auto-Send Lifecycle Events DropHaul supports over a dozen triggerable lifecycle events. Each event can independently be configured to send via SMS, email, both, or turned off entirely. Messages typically process and deliver within seconds of the triggering event. The full list of auto-send events: 1. **Service Scheduled** — sent when a job is created or assigned a date. Default: SMS + Email. 2. **Service Rescheduled** — sent when an existing job's date or time changes. Default: SMS + Email. 3. **Driver En Route** — sent when a driver marks themselves en route to the stop. Default: SMS + Email. 4. **Driver Arrived** — sent when a driver checks in at the job site. Default: Off. 5. **Service Completed** — sent when a driver marks the stop as done. Default: SMS + Email. 6. **Job Cancelled** — sent when a scheduled job is cancelled. Default: SMS + Email. 7. **Quote Sent** — sent when a quote is created and delivered to the customer. Default: SMS + Email. 8. **Quote Expired** — sent when a quote passes its expiration date without acceptance. Default: Off. 9. **Invoice Sent** — sent when an invoice is finalized and delivered. Default: SMS + Email. 10. **Invoice Overdue** — sent when an invoice passes its due date without payment. Default: SMS + Email. 11. **Payment Received** — sent when a payment is recorded against an invoice. Default: SMS + Email. 12. **Payment Refunded** — sent when a refund is issued for a previous payment. Default: SMS + Email. 13. **Unit Swap Scheduled** — sent when a unit swap (replacement) is scheduled for a customer's site. Default: SMS + Email. ## Company Defaults with Per-Customer Overrides Messaging preferences follow a two-tier hierarchy. The company sets default channel preferences for each event type — for example, "Service Scheduled sends via SMS + Email" or "Driver Arrived is off." Every customer inherits these company defaults automatically. Individual customers can then be overridden to use SMS only, email only, both, or off — independent of the company default. The most specific setting always wins: a per-customer override takes precedence over the company default. Customers do not manage their own preferences; the office controls everything. Changing a company default immediately updates every customer who does not have an explicit override for that event. ## Two-Way SMS and Email Conversations DropHaul supports full two-way messaging. When a customer receives an automated SMS or email and replies, their response threads back into the same conversation in DropHaul. Dispatchers and office staff see automated messages and manual replies in a single unified timeline with each message tagged by its source channel (SMS, email, or web). Features of the conversation system: - Automated and manual messages appear in one thread - Customers can reply via SMS, email, or a public web link - Typing indicators, read receipts, and message reactions - Full-text search across all conversations - Service notes appear inline with messages - Attachments: photos, PDFs, route maps ## Cohort Targeting Cohorts are named groups of customers — for example, "VIP Customers," "Tuesday Route," "Construction Sites," or "Weekly Service." Cohorts are created and managed by the office. When sending a message or broadcast, the sender can select one or more cohorts as the audience. If multiple cohorts are selected, recipients are de-duplicated automatically. Cohorts resolve live: when a new customer is added to a cohort, they automatically receive future messages sent to that cohort without anyone updating a list. Each contact within a customer can have independent channel preferences (SMS for one contact, email for another). An "All Customers" mode is also available for sending to every customer in the company without creating a cohort. ## Delivery Tracking Every message — automated or manual, one-to-one or broadcast — carries a 6-stage delivery timeline: 1. **Queued** — message accepted and waiting to send. 2. **Sent** — handed off to the SMS carrier or email provider. 3. **Delivered** — carrier confirmed the message reached the recipient's device. 4. **Opened** — recipient opened the email or tapped the tracking link. 5. **Clicked** — recipient tapped a link inside the message body. 6. **Replied** — recipient sent a response back. Each stage is timestamped. Per-channel status is tracked independently (SMS delivery and email delivery are separate). Bounces and complaints are detected automatically, and the sender's address is suppressed from future sends. Failed deliveries alert the sender, with optional notifications for owners and admins. ## Inbound Routing Inbound messages are routed to the correct conversation automatically: - **SMS** routes by the sender's phone number, matched to a customer contact record. - **Email** routes by a reply token embedded in the outbound message headers. - **Web** routes via a unique public link shared with the customer. Every inbound message triggers a push notification for the assigned team members. ## Internal Team Messaging Separate from customer conversations, DropHaul provides internal team messaging. Teams can create custom conversation channels — for example, "Morning Dispatch," "Route Issues," "Billing Questions," or "Equipment Reports." Each team conversation has configurable permissions: - **Who can post** — restrict posting to specific roles (owner, admin, dispatcher, driver) or allow everyone. - **Who can see** — control visibility by role. - **Who gets notified** — configure push notification recipients independently of visibility. Team conversations support reactions, threaded replies, and attachments (photos, PDFs, route maps). ## SMS Compliance and Sender Identity Pro and Fleet plans include a dedicated business SMS number registered under 10DLC (10-Digit Long Code) compliance. Messages send from the company's own number with full two-way reply support. No shared sender pool, no carrier filtering. Starter plans send one-way DropHaul-branded notifications. Customers on Starter plans cannot receive inbound SMS replies. ## Regulatory Compliance DropHaul's messaging system is designed to comply with applicable telecommunications regulations: - **TCPA (Telephone Consumer Protection Act):** Opt-out preferences are tracked per customer and enforced automatically during message fan-out. The platform supports STOP keyword handling on dedicated business numbers. - **CTIA guidelines:** Dedicated 10DLC business numbers comply with CTIA messaging principles, including support for STOP and HELP keywords. - **CAN-SPAM Act:** Every outbound email includes a one-click unsubscribe link. RFC 8058 List-Unsubscribe headers are included for inbox provider compliance. - **Per-plan rate limits:** Daily and hourly sending caps prevent abuse and carrier throttling. Starter: 100 SMS/200 emails per day. Pro: 750 SMS/1,500 emails. Fleet: 2,500 SMS/5,000 emails. ## Frequently Asked Questions **Is DropHaul messaging 10DLC compliant?** Yes. Pro and Fleet plans include a dedicated business SMS number registered under 10DLC (10-Digit Long Code) with your carrier. Messages send from your own number — no shared sender pool, no carrier filtering. DropHaul handles the registration process as part of onboarding. **Can my customers reply to automated texts?** Yes — on Pro and Fleet plans, all SMS messages support two-way replies. When a customer replies to an automated text, the response threads back into the same conversation in DropHaul. Starter plans send one-way notifications only. **What happens if a message fails to deliver?** Every message carries a 6-stage delivery timeline. If a message fails at any stage, the sender is alerted immediately. Bounced email addresses and invalid phone numbers are automatically suppressed from future sends. **Can I control which customers get SMS vs email?** Yes. Set company-wide defaults for each lifecycle event, then override for individual customers as needed. Per-contact channel preferences let you send SMS to one contact and email to another within the same customer account. **How do cohorts work for targeting messages?** Cohorts are named groups of customers. Select one or more cohorts as the audience when sending. Recipients are de-duplicated automatically. New customers added to a cohort receive future messages without manual list updates. **How does DropHaul handle SMS compliance and opt-outs?** Opt-out preferences are tracked per customer and automatically skipped during fan-out. Every email includes a one-click unsubscribe link per CAN-SPAM. SMS messages comply with TCPA regulations, and the platform supports CTIA guidelines including STOP/HELP keyword handling. **Is there a limit on how many messages I can send?** Yes — each plan has transparent daily limits. Starter: 100 SMS and 200 emails. Pro: 750 SMS and 1,500 emails. Fleet: 2,500 SMS and 5,000 emails per day. Hourly burst guards prevent carrier throttling. **Can I message my internal team through DropHaul?** Yes. DropHaul provides internal team messaging with custom conversation channels and role-based permissions controlling who can post, view, and receive notifications. ## Links - Customer Messaging: - Broadcasts: - Pricing (plan details):