Customer Messaging

Rivvex has built-in messaging tools that help you keep your customers informed, look professional, and stay connected, all without opening a third-party messaging app or writing a script for every update.

This page covers the main messaging features and how to get the most from them.

How Rivvex Sends Customer Communication

1. The system automatically sends a professional email to the customer.

Every email sent by Rivvex is branded with:

Your company name at the top.
Your logo (if you have uploaded one in the system).
Your colors (the accent colors in the email match your business branding).

The email looks like it came from you. It’s clean, professional, and makes a good impression.

2. You can also send a text message (SMS) to the customer’s phone.

If the customer has a mobile number and has opted in to receive messages, you can send a text directly from the job. The text is short, and it includes a link the customer can click to view the details.

Common uses for SMS:

“Your quote is ready. Click here to review: [link]”
“Reminder: Your appointment is tomorrow at 10 AM.”
“Your work is complete. Click here to review the invoice: [link]”
“Quick question: Are you still available for the appointment on March 15th at 2 PM as scheduled.

3. The customer can reply, and you see the entire thing in the job record in the system.

How Customers Reply and You See Their Replies in the System

When a customer replies to your message (whether by email or by SMS), the reply is captured in Rivvex and attached to the relevant job.

How it works:

The customer gets your email or text about a quote.
They click “Reply” on their computer or phone.
They write: “Can you start the job next Monday instead of today?”
Their reply appears in the job record in Rivvex.
Anyone with access to the system can see the reply.

This means:

You don’t miss a message, no matter how the customer sends it.
The entire conversation between you and the customer is in 1 place (the job).
If a new team member is involved later, they can read the full history.

The system also tracks:

When the message was sent.
When the customer received it (opened the email or text).
When the customer replied and what they said.
How long it took for the customer to respond.

This is especially useful for:

Following up on a quote that was sent but not answered.
Understanding what the customer asked for before you start the job.
Resolving a dispute by showing what was communicated and when.

Branding: What the Automated Messages Look Like

If you have set up your branding in Rivvex, every message you send to a customer looks professional.

Example of a Quote Email from Rivvex:

+------------------------------------------+
|                                          |
|          [Your Company Logo]             |
|                                          |
|          [Your Company Name]             |
|           Quote Proposal                 |
|                                          |
|          Dear John,                      |
|                                          |
|    Thank you for your interest in our    |
|    services. Please find the scope of   |
|    work and pricing for the repair:     |
|                                          |
|    [Scope of Work]      $1,200.00      |
|                                          |
|    Accept this quote by replying with  |
|    "Accept Quote" or by clicking the    |
|    "Accept" button below.              |
|                                          |
|    [ ACCEPT QUOTE ]                    |
|                                          |
+------------------------------------------+

The colors, the font, the layout: all of it reflects your brand. The customer sees a professional, branded communication, not a plain text email from a generic system.

How to set up your branding:

Go to Settings in the main menu.
Find Branding.
Upload your logo (PNG or JPG, high resolution is best).
Choose your primary color (the accent color used in the email and SMS messages).
Optionally add a signature block (contact info, website, social media, etc.).
Save. All future quotes, invoices, and reminders will use this branding.

Managing Notification Preferences Per Customer

Not every customer wants the same type of communication. Some prefer email. Some prefer text. Some want both.

Rivvex lets you set the customer’s preference in their record:

In the customer’s profile, you can select:

Email Only - All quotes, invoices, updates go to the customer’s email address.
Text / SMS Only - The customer is contacted by text only.
Both Email and Text - The customer gets both. You can choose which gets the detailed content (e.g., the invoice is emailed as a PDF, the text is a short reminder that the invoice is in the email.
No automated notifications - You’ll manage all communication manually. The system won’t send any automated messages to this customer. You can use the on-screen notification tools to manually send messages when needed.

You also let the customer choose. When the customer signs up, or when you first set up the account, you ask: “How do you prefer to receive updates from us? Email, text, or both?”

Then you enter that preference in the system. The system respects the preference and sends messages only the way the customer wants.

If the customer’s preference changes later, you update it in the record. The system adjusts automatically.

Common Messaging Templates the System Provides

Rivvex includes ready-to-use templates for the most common messages:

Template	When It’s Used
Quote Sent	When you send a new quote to the customer.
Quote Accepted / Declined	When the customer responds to a quote.
Invoice Sent	When the work is complete and the customer receives the bill.
Payment Received	When the customer pays and you send a confirmation.
Appointment Confirmation	When the work is scheduled, before the day of the job.
Day-of Reminder	The morning of the scheduled work, a reminder goes out.
On-Site Review Request	When you need the customer to be available for a site visit.
Follow-Up / Satisfaction Survey	A few days after the job, a brief feedback request.

All of these templates can be customized. You can change the wording, the tone, the level of detail. But the base templates cover all the essentials.

Keeping the Conversation on Record

One of the bigger benefits of the messaging system is that everything is recorded.

If there’s a question later about what was quoted and what was agreed, the record is in the job.
If a customer says they were never told something, the message trail shows exactly what was communicated.
If a crew member is replacing another crew member on a job, the new person can read all the prior messages and know the full context.

You don’t need to keep separate files or screenshots of text threads.

It’s all in the system. Always.

That’s the power of Rivvex messaging: Professional communication, full history, no guesswork.

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