Business Texting FAQ

Question – Is my shop locked into a contract?

Answer – No, the texting is monthly with no setup fee and you can cancel at anytime.

Question – Do the texts get saved into the RO?

Answer – Yes, Security notes are added with the text to and from the customer.

Question – Does the customer have to agree to receive texts?

Answer – The shop is responsible for a verbal or written agreement that the customer gives permission for texting with the shop regarding their vehicle repair. There is a checkbox in the RO that the customer has given permission. Rome recommends that you add this language to your authorization forms.

Question – Do you have an example of language to add to the authorization form giving permission to text a customer?

Answer – Please see this standard pdf form we created for a written permission to text.

Question – Can I just email support if I decide to add texting?

Answer – Unfortunately, No. You are required to sign up with the form here in order to start the process to add texting. It must be filled out by an someone authorized to make billing decisions for the shop.

Question – Who is the third party provider for texting?

Answer – Twilio

Question – If I already have a number through Twilio can I use that?

Answer – Yes you can. Please reach out to our support for additional directions on how to do so.

Question – What notifications happen when a customer sends a text?

Answer – When a reply is received via email or text, your email box will turn green on your Recent RO list.

Question – Who is alerted when a text is received in Rome and where does it appear?

Answer – Alerts can go to the writer assigned to the RO if their email is in Rome to get notifications. The text if sent from an RO creates a security note in the RO. You can send and reply directly from the RO

Question – Do you have any directions on how this works?

Answer – Please see our use documentation in our knowledge database