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The texts a contractor sends most are booking confirmations, day-before reminders, on-my-way notices, running-late warnings, invoices with a payment link, receipts, overdue reminders, quote follow-ups and weather delays. Keep each one under 160 plain characters, start with your company name, and send from a registered business number. Marketing texts sent with an autodialer need the recipient's prior express written consent first, and every marketing text should say how to opt out.
Key takeaways
- Start every text with your company name so the customer knows who it is.
- Keep texts under 160 plain characters; emoji and curly quotes cut the limit to 70.
- Service texts need the customer's permission; autodialed promotions need signed, written consent first.
- Every marketing text should include "Reply STOP to opt out".
- Send marketing texts only between 8 a.m. and 9 p.m. where the customer is.
A text can be read between other things, and it leaves a written record of the date, time and address. These templates cover the messages a service business sends every week, in roughly the order a job happens. Two practical rules apply to all of them. Keep them short: Twilio's SMS length guide says a single plain message holds 160 characters, and adding a single emoji or any non-standard character cuts the limit to 70, so type straight apostrophes and skip emoji. And send from a registered business number, as our guide to 10DLC registration explains. For the very first text after a missed call, use our missed-call text back guide; the list below picks up from there. Replace the bracketed parts with your details.
1. Request received
Send it within a minute of a web form or booking request, so the customer knows a real company has it and when they'll hear back.
Example Exteriors: thanks [first name], we got your request for [service]. [Name] will call you by [time]. Questions? Just reply here.
Tip: only promise a callback time your office can meet. "By 10 a.m. tomorrow" is better than "shortly" if you mean tomorrow.
2. Asking for photos before an estimate
Photos let you give a ballpark or decide whether a site visit is needed, which saves a trip on small jobs. Ask for specific shots, not "some pictures".
Example Concrete: to price your driveway, could you text 2 photos? One of the whole driveway from the street, one close-up of the worst cracks. Thank you.
Tip: save the photos to the customer's record in your CRM, not on someone's personal phone, so whoever quotes the job can see them.
3. Quote sent
A quote that arrives by email alone can sit unread for days. A short text pointing to it gets it opened.
Example Painting: your quote for the exterior repaint is ready. Review options and approve online here: [link] Reply with any questions. - [Name]
Tip: if your quote offers packages or add-ons, mention it ("3 options inside") so the customer knows to look past the first price.
4. Quote follow-up
Send it two or three days after the quote if there's no answer. Make it easy to say yes, and easy to say no.
Example Painting: hi [first name], checking in on your quote. Happy to adjust colors or scope. Want me to hold a spot in [month]? [link] - [Name]
Tip: stop all follow-ups the moment the quote is approved or declined. For a full sequence, see our quote follow-up guide.
5. Booking confirmed
Confirm the date, arrival window and address in writing, so mistakes get caught now instead of at the curb.
Example Lawn Co: you're booked for [service] on [day, date], arriving [8-10am], at [street address]. Need to change it? Reply here or use [link]
Tip: include the street address so a wrong house number gets corrected before the truck leaves the shop.
6. Day-before reminder with confirm
Asking for a one-letter reply turns a reminder into a check. Anyone who doesn't reply gets a call first thing in the morning.
Example Pest Control: reminder, we'll see you tomorrow [8-10am]. Reply C to confirm or R for a new time. Please keep pets inside during treatment.
Tip: make sure your system reads the reply and updates the job, so a C or R doesn't sit unread in an inbox.
7. Access and prep details
Gate codes, parking, pets and water access are common causes of wasted trips. Ask the day before so the crew isn't stuck at a locked gate.
Example Pressure Washing: for tomorrow's job, is there a gate code, and is an outdoor faucet working? Please move cars off the driveway by [time].
Tip: save the answer to the customer record so the crew sees it next time without asking again.
8. On my way
Sent when the tech leaves the previous stop. A name and a real time beat a generic "technician dispatched".
Example Plumbing: [tech] is on the way and should arrive around [10:40am]. [He/She/They] will knock at the front door. Reply if anything's changed.
Tip: base the time on road distance from the current stop, and let the tech send it with one tap.
9. Running late
Customers forgive a delay they hear about. They don't forgive waiting in silence. Send it as soon as you know, not at the end of the window.
Example HVAC: sorry [first name], the job before yours ran long. [Tech] is now expected around [1:30pm]. Reply R if you'd rather reschedule.
Tip: if you're running more than an hour behind, follow the text with a call from the office.
10. Weather or crew delay
Rain, wind, heat and frozen ground cancel outdoor work. A single message to everyone affected, with a real new date, saves an afternoon of phone calls.
Example Roofing: rain is moving in, so we're moving your job to [day, date], same arrival window. Reply here if that day doesn't work for you.
Tip: move the jobs in your schedule before the text goes out, so the date you send is the date you'll keep.
11. Job complete with invoice
Trigger it the moment the job is closed out on the tech's phone. The customer can pay while the finished work is still in front of them.
Example Window Cleaning: all done at your home today. Your invoice for $[amount] is here, with photos from the job: [link] Thanks, [first name].
Tip: link to a page that shows the invoice and lets them pay by card or bank, so they don't need to log in to anything.
12. Payment received
A receipt closes the loop and heads off "did my payment go through?" calls. It also gives the customer a record to forward to a spouse, landlord or bookkeeper.
Example Lawn Co: we received your payment of $[amount] for invoice [#]. Thank you. Your receipt: [link]
Tip: for card-on-file customers, send this after every automatic charge so nothing comes as a surprise on their statement.
13. Overdue invoice reminder
Assume they forgot. A polite reminder with the link is easy to act on, and it doesn't cost you the customer.
Example Plumbing: friendly reminder that invoice [#] for $[amount] was due [date]. You can pay here: [link] Questions about it? Reply and we'll help.
Tip: send one a few days after the due date and another a week later, then pass it to a person. Don't send collection texts late at night or on Sunday morning.
14. Card declined on a recurring plan
For subscription customers, a failed card is often just an expired card. Tell them quickly, without accusing anyone.
Example Pool Service: your card on file didn't go through for this month's service. Please update it here so visits continue: [link] Thank you.
Tip: retry the charge once after the customer updates the card, and pause scheduling only after a clear warning.
15. Skipped recurring visit
When you skip a visit because of drought, snow or a holiday, say so. Otherwise the customer thinks you forgot.
Example Lawn Co: with the dry weather, we're skipping this week's mow at your home to protect the lawn. You won't be charged. Next visit: [date].
Tip: say whether they'll be charged. That's the question they'll ask next if you don't.
16. Opt-in confirmation for marketing texts
When a customer signs up for promotions, send a confirmation before anything else. Wireless industry guidelines from CTIA, published in May 2023, list what it should include: the program name, how to get help, how to opt out, how often messages come, and any charges.
Example Exteriors: you're signed up for seasonal offers, up to 2 msgs/month. Msg & data rates may apply. Reply HELP for help, STOP to opt out.
Tip: store the date, time and method of each sign-up. CTIA recommends keeping that record.
17. Seasonal marketing offer
This is a marketing text, so the rules are stricter. Under the FCC's telemarketing rule, an autodialed marketing text requires prior express written consent from the recipient. Marketing texts are limited to 8 a.m. to 9 p.m. at the recipient's location, and an opt-out has to be honored within ten business days at most. Federal law lets a recipient recover $500 per violation, up to $1,500 if the violation was willful or knowing, under 47 U.S.C. § 227. Some states add stricter rules of their own. This is general information, not legal advice.
Example Gutter Co: fall gutter cleaning dates are open for [month]. Past customers book first: [link] or reply YES. Reply STOP to opt out.
Tip: send only to customers who opted in to offers, and read our guide to SMS marketing rules before your first campaign.
18. Opt-out confirmation
When someone texts STOP (or "unsubscribe", "cancel" or "quit"), send one confirmation and nothing after it. CTIA's guidelines say plain-language requests should be honored too, not just the exact keyword.
Example Exteriors: you're unsubscribed and won't get any more texts from us. This is our last message.
Tip: the FCC rule allows one text confirming an opt-out, as long as it only confirms the request and contains no marketing. One sent within five minutes of the request is presumed to fall within the customer's earlier consent. Make sure the opt-out flag reaches every system that sends texts, not only the one that received the STOP.
Where to start
If your business texts customers today but none of it is automatic, set up these three first:
- Booking confirmed (template 5), sent automatically when a job is scheduled.
- On my way (template 8), sent with one tap by the tech.
- Job complete with invoice (template 11), sent when the job is marked done.
Hold off on marketing texts until consent is collected and recorded properly. Our email and SMS service sets up these messages from your CRM, and our phone systems keep every text on a business number your whole team can see.
Frequently asked questions
Do I need permission to text my customers?
Yes. Ask for permission when the job is booked and stop texting anyone who asks you to. For marketing texts sent with an autodialer, the FCC's rules require prior express written consent first. State laws can be stricter, so have a lawyer review your sign-up wording.
Do appointment reminders need "Reply STOP to opt out"?
CTIA's messaging guidelines say senders should explain how to opt out and honor everyday wording such as cancel or quit. Adding the line to automated texts is an easy way to do that, and marketing texts should always include it.
How long should a business text message be?
Under 160 plain characters, so it arrives as one message. One emoji or curly quote switches the encoding and cuts the limit to 70 characters.
What time of day can I send marketing texts?
Federal rules limit marketing texts to the hours between 8 a.m. and 9 p.m. at the recipient's location. Rules vary by state, so check yours too.
Sources
General information for service-business owners, not legal, tax or financial advice. Rules vary by state; check with a qualified professional for your situation.