Communication System
The Communication System lets you communicate directly with customers via SMS and email, all from within Quilt Logger. Send status updates, pickup notifications, invoices, and maintain a complete conversation history.
Plan Requirements#
| Feature | Free | Basic | Pro |
|---|---|---|---|
| Email Communication | - | Yes | Yes |
| SMS Communication | - | - | Yes |
| Email Templates | - | Yes | Yes |
| File Attachments | - | Yes | Yes |
Interface Layout#
The Communication page has two panels:
- Left panel: Conversation list with SMS/Email toggle, contacts address book, and unread indicators
- Right panel: Active conversation with message history, composer, attachments, and template selector
SMS Messaging#
SMS uses pre-defined templates only — you cannot compose free-form text messages. This restriction exists for carrier compliance (10DLC registration) and consumer protection.
Important SMS Rules#
- Permitted: Quilt status updates, pickup notifications, payment reminders, replies to customer inquiries
- Prohibited: Sales promotions, marketing, newsletters, solicitations, any promotional content
- Consent required: Customers must have SMS consent enabled in their profile before you can send
- Opt-out: All messages include "Reply STOP to opt out." Opt-outs are handled automatically.
Warning: Misuse of SMS for advertising may result in suspension of SMS privileges or account termination.
SMS Templates#
| Template | Purpose |
|---|---|
| Quilt Received | Confirm receipt of customer's quilt |
| Quilt Started | Notify that quilting has begun |
| Quilt Completed | Alert that quilt is finished |
| Ready for Pickup | Inform customer their quilt is ready |
| Payment Reminder | Remind about outstanding balance |
To send: select a conversation, click Select Template, choose a template, optionally select a quilt for context, preview, and send. Templates auto-populate with customer and quilt data.
Email Communication#
Email provides full flexibility — compose custom messages or use templates.
Composing & Sending#
Start a conversation from the Communication page (via Contacts) or from the Customer page (click the Email icon). The composer includes a subject line, message body, attachment button, and template selector.
Email Templates#
Templates save time and ensure consistent messaging. Categories include Welcome, Quote/Estimate, Progress Update, Completion, Ready for Pickup, Follow-up, Payment, Scheduling, and Custom.
- Click Template in the composer to browse and apply templates
- Click Manage Templates to create, edit, and organize your own
- Templates support variables like
{{customerName}},{{quiltName}},{{quiltPrice}},{{businessName}}, and more
Attachments#
Attach up to 5 files per email (10 MB each). Supported types: PDF, DOC/DOCX, XLS/XLSX, PNG, JPG, GIF. You can also attach generated invoice PDFs or quilt photos directly from the system.
Conversation History#
- Conversations are sorted by most recent activity with unread badges
- Outbound messages appear on the right (blue), inbound on the left (gray)
- Message status shows Sending → Sent → Delivered → Read (or Failed with retry option)
- Unread counts appear in the conversation list and the main navigation header
Tips#
- Verify SMS consent before enabling it for any customer — document when and how consent was obtained
- Use templates for consistent, professional communication
- Attach invoices directly when sending payment-related emails
- Respond promptly to customer inquiries — the unread badge helps you stay on top of messages
Related Documentation#
- Customer Management: Customer records and SMS consent
- Invoice System: Invoices that can be attached to emails
- Services Configuration: Business profile used in templates
Last Updated: February 2026