Should customers be able to text or message your business instead of ringing?
Yes, if you can read and reply to them. A message is easier for the customer to send and easier for you to answer between jobs. Pick one or two ways to be messaged, say when you reply, and keep every message on the same list as your calls.
Written by Ryan Nicholls, Founder of Archline Digital Solutions Ltd, who builds websites, booking and quoting systems for businesses in Chippenham and across Wiltshire. Updated 13 November 2026.
01
Why customers prefer it
A message can be sent from the bus, from the kitchen or while the phone is on silent. The customer does not have to wait for you to be free, and can attach a photo of the problem. For many jobs a photo saves a trip.
02
Pick one or two ways, not five
- A text number that works, shown on your website and your listings.
- A messaging app such as WhatsApp, if you already use it for work.
- A short enquiry form on the website for people who prefer to type.
Every extra way is another place a message can sit unread. Offer only the ones you will check.
03
Say when you will reply
A line such as “we reply within a working day” is enough. It stops customers chasing and gives you a standard to meet. If you cannot keep to it, change the line, not the habit.
04
Keep messages on the same list
A message from a customer is an enquiry, just like a call. Write it on the same list, with a next step and a date, so it is not lost inside a chat.
05
Keep personal and work messages apart
If you use the same phone for both, a work number or a separate work account keeps customer messages from getting buried under personal ones.
06
If messages arrive faster than you can answer
A first automatic reply that confirms receipt and says when you will be in touch can hold the customer until you are free. We can talk it through on a free 20-minute call.
Also
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