Client message history software
One thread per customer holding both channels. Inbound and outbound texts, every email with its subject and body, the AI receptionist's calls with transcript and summary, and your team's own notes.
A short tour of the screens this page describes. It is filmed with our demo pest control company, and every trade runs on the same screens.
- Live in 5 minutes
- No setup fee
- No long-term contract
“We run every customer conversation through Smarfle. Texts, emails and reminders are in one place, our customers love paying with Apple Pay, and when we are busy or closed the text bot answers new leads for us.”
Where calls and emails go to die
Fragmented communication across personal phones, inboxes, and sticky notes makes it impossible to get a clear picture of client interactions.
Lost Conversation Context
When a client calls with a question, your team scrambles to find previous messages. Texts live on personal phones, emails sit in individual inboxes, and nobody can piece together the full conversation history.
No Accountability on Follow-Ups
Without a central record, it is impossible to verify whether a message was sent, received, or read. Promises made to clients go untracked, leading to missed commitments and eroded trust.
Internal Notes Disappear
Important details about client preferences, site access codes, or special instructions get jotted on paper or texted between team members. When a different technician visits next time, that knowledge is gone.
How every touch becomes searchable
- 1
View the Client Timeline
Open any client record to see a chronological feed of every interaction. SMS messages, emails, notes, and automatic status change entries appear in a single scrollable timeline.
- 2
Send Messages from the CRM
Compose and send SMS or email messages directly from the client detail page. Outbound messages are logged instantly with delivery status indicators so you know what reached the client.
- 3
Add Internal Notes
Team members can add notes to any client, work order, or invoice. Notes are visible to your organization only and never shown to clients. Use them for instructions, reminders, or context for future visits.
- 4
Track Delivery and Status
Every message shows its delivery status: sent, delivered, failed, or read. Status changes on work orders and invoices are automatically logged so you can trace the lifecycle of every job.
What gets logged automatically
Needs reply
Customers whose last text, email or portal message has no answer yet are tagged in the Inbox with how long they have waited. A Needs reply filter and the number on the menu show who is next.
Mark as done
A thanks or an ok needs no answer, so it never lands on the list. For anything else that is settled, Mark as done clears the conversation, and Undo brings it back.
Reply alerts
Turn on an alert when a customer has waited two hours during business hours, plus a reminder the next morning for anyone still waiting. The alert opens the conversation, and the reminder opens the Needs reply list.
New messages show up live
A new message appears in the open Inbox without a refresh, pops up anywhere else in the app, and puts a number on the installed app's icon.
Unified Activity Timeline
All communication types appear in one chronological feed per client. SMS, email, notes, and system events are intermixed to give a complete picture of every touchpoint.
SMS Message Logging
Every outbound and inbound SMS is recorded with timestamps, message content, and delivery status. The log includes opt-out handling and STOP/START compliance events.
Email Activity Tracking
Emails sent through the CRM, including invoice deliveries and notification messages, are logged with subject lines, recipients, and send status for complete visibility.
Internal Notes System
Add free-text notes to clients, work orders, and invoices. Notes support the activity log pattern and are scoped to your organization. Perfect for client preferences, access codes, and job-specific instructions.
Automatic Audit Trail
Status changes on work orders and invoices generate automatic log entries. You can see exactly when a job moved from scheduled to in progress to completed, and who triggered each change.
Entity-Scoped History
Communication history is available at both the client level and the individual entity level. View all messages for a client, or filter to see only activity related to a specific work order or invoice.
What each trade needs to look back at
The service businesses that get the most out of this feature, and the specific way each one uses it.
Every thread, one client view
Explore how a centralized communication history keeps your entire team aligned on client interactions.
4218/mo
Total Messages
2864
SMS Sent
1354
Emails Sent
- Delivered
SMS: Appointment reminder to Sarah M.
Delivered 2 min ago
- Sent
Email: Invoice #1042 sent to Greenfield LLC
Sent 15 min ago
- Delivered
SMS: Job completion notice to David C.
Delivered 1 hour ago
- Failed
Email: Estimate follow-up to Martinez Corp
Failed 3 hours ago
Logging questions
Are internal notes visible to clients in the portal?
How far back does the communication history go?
Can I export communication history for a specific client?
Does the system track who sent each message?
What message logging costs
All tiers
Included in Every Plan
Communication history, notes, and audit trail are included on all tiers at no extra cost. SMS and email sending are billed at pay-as-you-go rates: $0.03/SMS (flat for outbound and inbound), $0.01/email.
View all plansSmarfle against a shared inbox
See how Smarfle's approach compares with the tools businesses commonly evaluate alongside us.
Ready to try Client Communication History?
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