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Messages Module

Table of Contents

Purpose Messages Module Selected Message Thread Commonly Asked Questions How to Setup Messages? How to Auto-Assign Inbound Messages? How to Use Notify Client? What Are Internal Threads?

Purpose

The Messages module allows users to send and receive text messages to customers and internal employees directly from within TRUE. Users can create message threads with groups of users for collaboration on specific topics, use the "Notify Client" feature to communicate with customers via text from Quotes, Jobs, or Work Tickets, and manage all communication from a centralized inbox. Messages can be linked to related records automatically, assigned to specific users, and filtered by various criteria.

Client Communication

Send text messages to customers directly from Quotes, Jobs, and Work Tickets using Notify Client

Internal Threads

Create internal messaging threads with team members for collaboration on projects

Record Linking

Automatically link message threads to related records when using Notify Client

User Assignment

Assign message threads to specific users with badge notifications for new messages

Auto-Assignment

Configure automatic assignment of inbound messages to designated users

Image Attachments

Attach images to outbound messages using the paperclip icon

Note: The Messages module requires activation. Contact support@constructtrue.com or manage your subscription to enable this feature. Due to A2P 10DLC regulations, company information must be submitted during setup, and processing can take up to a couple of weeks.

Messages List View

View and manage all message threads in one centralized location

Toolbar & Filters

Controls available across the top of the Messages list for finding, filtering, and creating threads.

Company Phone Number	The configured company phone number displayed in the top right of the Messages module. This is the number customers will see when receiving text messages from your company.
Search Bar	Performs a query for a specific phone number within your message threads.
Filter Options (Filter Button)
All	View all message threads, ignoring the assigned filter.
My Messages	View only threads assigned to your user account.
Recent	View messages sent or received in the last 24 hours.
Archived	Display all archived message threads.
Actions
Plus Icon (+)	Create a new, unrelated message thread for internal communication or new customer conversations.
Refresh Icon (↻)	Refresh the current list with any newly received or sent messages.

Selected Message Thread

Click a thread to review correspondence and manage thread settings

Thread Controls & Settings

Controls available when a thread is open for composing messages and managing thread settings.

Paperclip Icon	Attach an image to the outbound message.
Text Field	Enter your outbound message, then click Send to deliver it.
Thread Settings (Pencil Icon)
Topic	The thread's specific topic displayed in the Messages list view.
SMS (Phone)	The currently linked SMS phone number.
Assigned	All users assigned to this thread.
Related	All related records (automatically added when using Notify Client).

Access Permissions

Module Access

Configured in Settings → Users / Access.

Access ID	Permission	Description
1102	Module Access — Messages	User can access the Messages module via an icon at the top of the window.

Create & Delete Threads

Access ID	Permission	Description
1103	New Thread	User can add a new thread.
1104	Delete Threads	User can delete a thread.

Record Access & Visibility

Access ID	Permission	Description
1110	View Assigned Only (Messages) [DENY]	User can only access threads they're directly assigned to.

Related Company Preferences

Assignment & Archiving

These settings in Settings (Gear icon) → Company Preferences → Messages change how Messages behaves. If a button or field described in this article is missing or behaves differently, check the matching preference below.

Company Preference	Effect
Configure (assigned users)	Use the Configure button to manage the user list shown in this section. Each of the listed users is assigned to all incoming unknown external Messages. When configuring, TRUE displays a consent notice: using the messaging system requires consent from the numbers you are messaging, and sending messages in an unauthorized way may result in suspension of the messaging service.
Auto Archive	Enter the number of days after which Messages are automatically archived. If empty, Messages are not automatically archived.

Frequently Asked Questions

Common questions about using the Messages module in TRUE.

Setup & Configuration

How do I set up Messages?

To set up the Messages module:

Request access via your subscription module (click the question mark icon, navigate to Setup/Subscription, and select Manage My Subscription) or email support@constructtrue.com
Once activated, navigate to Settings (Gear icon) → Company Preferences → Messages section
Click the blue Configure button
Enter your business information and submit
Wait for processing (can take up to a couple of weeks due to A2P 10DLC regulations)

If I add a User to a message thread, will the SMS go to their phone?

Yes. When you add a User to a message thread, the SMS is sent to the phone number stored in that user's User Preferences.

Ensure each user has a phone number configured in their User Preferences to receive thread SMS.

How does TRUE associate inbound text messages with the right record?

TRUE links inbound text messages to records that have the sender's phone number stored on them. Messages from a phone number not present on any record will arrive unassigned.

To test or troubleshoot, send from a phone number that is already saved on a Job, Contract, or Contact record.

How do I auto-assign inbound messages?

To automatically assign inbound messages to specific users:

Navigate to Settings (Gear icon) → Company Preferences → Messages section
In the first textbox, enter usernames as a list (one per line)
Names must be an exact text match to user accounts with no extra spaces
Users on this list will automatically receive badge notifications for new external messages

Tip: Add users to this list if you want them to automatically be notified of any external messages sent to your company phone number.

Using Messages

How do I use Notify Client to send texts?

The Notify Client feature allows you to send text messages directly from records:

Navigate to a Quote, Job, or Work Ticket record
Select the Notify Client option
Choose the Text option to create a new thread
Enter your message or click the Message field to load a template
Click Send

Note: Message templates are managed in Gear Icon > Company > Message Templates.

What are internal threads?

Internal threads allow team communication within the Messages module. To create one:

Navigate to the Messages module
Select the + icon
Click the Unrelated option
Select the pencil icon and locate the Assigned section
Use the + icon to add internal users to the thread
Added users will receive red badge notifications for unread messages

Configuration & Administration

Why can't I see the Messages module?

Access to the Messages module is controlled by user permissions. If you cannot see or access this module:

Contact your system administrator
Request the Module Access (Messages) (ID #1102) permission
Once granted, you'll find the module accessible via the Messages icon at the top of the window

Note: Administrators can manage permissions in Settings → Users / Access → select user → Access tab. The full list of Messages security permissions is in the Access Permissions section above.