Yes, and it's simpler than most shop owners expect. A repair order can text a customer automatically the moment its status changes, ready for pickup, waiting on parts, whatever statuses you pick, plus a reminder before a scheduled appointment. The part worth understanding before you turn it on is that it runs through your own texting account, not a shared number split across every shop on the platform.
Why it's your own number, not a shared one
ShopSynq AI connects to your shop's own Twilio account rather than routing every customer text through one shared ShopSynq number. That matters for two real reasons: your texts come from a number tied to your shop, not a number a customer might see used by ten other businesses, and deliverability stays in your control instead of getting throttled by someone else's spam complaints on a shared line.
What actually triggers a text
Two things, both opt-in and both configured in Settings. First, a repair order status change, you choose which statuses actually notify the customer, most shops pick "ready for pickup" and maybe "waiting on parts." Second, an appointment reminder, sent a configurable number of hours before a scheduled or confirmed appointment. Neither is on by default. You turn on what makes sense for how your shop actually runs.
What it costs
Twilio bills its own usage, separate from your ShopSynq subscription, typically a few cents per text. For most independent shops that lands somewhere around $5 to $10 a month depending on volume. ShopSynq doesn't add a markup on top of that. You're paying for the actual texts sent, nothing more.
A customer who gets a text the second their car is ready calls back a lot less than a customer who's sitting there wondering if anyone's going to call. It's a small feature that changes a surprising number of phone calls at the front counter.ShopSynq AI Team
Where ShopSynq AI fits
Settings → SMS is where a shop connects its own Twilio credentials, picks which RO statuses trigger a text, sets the appointment reminder lead time, and sends a test message to see exactly what a customer would receive before it ever goes live. It's built for a shop that wants control over its own number and its own message wording, not a one-size-fits-all notification a customer can't tell came from your shop specifically.
FAQ
Does shop software text customers automatically?
Yes, ShopSynq AI can text a customer automatically when a repair order changes to a status you choose, like "ready for pickup," plus a reminder before a scheduled appointment. Both are opt-in and configured per shop.
Does the shop get its own phone number for texting?
Yes. Texting runs through your shop's own Twilio account and its own number, not a shared number split across every shop on the platform. That keeps your texts looking like they're actually from your shop and keeps deliverability in your control.
How much does text messaging cost on top of the subscription?
Twilio bills its own usage separately from your ShopSynq subscription, typically a few cents per text, which for most shops lands around $5 to $10 a month depending on volume. There's no per-text markup added on ShopSynq's side.
Can I test what the text looks like before turning it on for customers?
Yes, Settings has a test-send button that sends the exact message template to a number you choose, so you can see precisely what a customer would receive before enabling it live.