Worklist / Contacts & Timeline / SMS Inbox
Stop asking, "who talked to this homeowner last?"
A homeowner texts a photo of a crack, calls back two days later, then emails about the estimate. If those three touches live in three different apps and three different heads, someone drops the ball and the homeowner feels it. Put every call, text, and email on one timeline, so anyone on your team can pick up the phone already caught up.
Texts, calls, emails, and estimate status. One record per homeowner.
CUSTOMER TIMELINE
Dana R. · one timeline
C
Inbound call
Mon 9:04 am · 4 min
Asked about the garage crack
S
Here's the photo you asked for
Mon 9:31 am · with attachment
E
Estimate sent · 14-pier lift
Tue 2:10 pm · Viewed 3×
M
Emailed the warranty brochure
Tue 2:12 pm · Delivered
The five-app shuffle
Your CSR is a detective before they can be helpful.
A homeowner calls in about their estimate. Simple enough. Except the text thread is on the office cell phone, the call history is in one system, the estimate lives in another, and the last note is in somebody’s head who left at four. Before your rep can say a useful word, they are digging: Did we send it? Did they open it? What did we quote? Who talked to them last, and what did we promise?
That scramble is not just slow. It is how a homeowner ends up hearing “let me pull up your file” for the third time, and starts to wonder whether the company that cannot keep track of a phone call should be the one lifting their house.
Foundation repair runs on trust. The homeowner is nervous, the number is big, and they are comparing you to two other companies. Every time a message slips through a crack or a follow-up gets forgotten, that trust takes a hit you cannot always see.
One record, everyone caught up
Open the homeowner’s record and see everything: every call, every text, every email, and where their estimate stands, in the order it happened. No hunting across apps, no relying on the one rep who remembers. Whoever answers the phone can be helpful in the first ten seconds instead of the first ten minutes.
Start the day here
A worklist that tells you who to call, in what order.
Your CSR does not open the day to an empty screen and good intentions. The contact worklist puts the homeowners who need a touch today at the top, so nobody worth calling gets lost under the pile.
New lead
Call within the hour
A new lead just came in from the website form. The record already has the address and the source, so call while the concern is fresh.
Estimate viewed 3×
Warm and waiting
A homeowner keeps opening the estimate but has not replied. That is a buying signal. A quick, well-timed call closes deals like this.
Job completed
Ask for the review
The crew wrapped yesterday and the homeowner is happy. Send the review request now, while the relief is fresh.
Confirm Tomorrow
Appointment tomorrow, 8am
One tap sends the day-before confirmation text, so nobody's standing at a door nobody answers.
The worklist reads from the same records as the rest of the platform, so a homeowner drops off the list the moment they are handled and pops back up when there is a real reason to reach out.
One timeline
Every call, text, and email in the order it happened.
Open a homeowner and read their whole history top to bottom. The inbound call about the crack, the photo they texted, the estimate you sent, the email with the warranty brochure, the follow-up call your rep made Friday. It is all one thread on one record, so context never depends on which app you check or which teammate you ask.
- Calls, texts, and emails together on a single customer timeline.
- Nothing lost to a personal phone or a rep who happened to be off that day.
- Full context in seconds before anyone dials, so the homeowner never repeats themselves.
- Every call logged by CallRail with the recording attached, so a dispute over what was promised on the phone has an actual answer instead of two different memories.
ACTIVITY
Communication history
Outbound call · left voicemail
Fri 11:20 am
"Sounds good, Monday works"
Fri 11:47 am
Estimate accepted
Fri 12:02 pm
SMS inbox and quick compose
Text like a person. Attach the photo that sells the job.
Every inbound text lands in one SMS inbox with a read and unread status, so you can see at a glance who is waiting on a reply. Answer straight from the homeowner’s record with quick compose, and when the text is tied to a job, pull a photo from that job’s gallery and send it as a picture message. A homeowner looking at the actual crack your tech marked up is a homeowner who takes the next call.
- SMS inbox with read and unread so no text sits ignored for a day.
- Send from the record, with the whole history right there as you type.
- Attach a job photo as a picture message when the text is linked to a job.
Six of these already write themselves: Estimate Follow-Up at 48 hours, Inspection Reminder, Post-Job Google Review Request, Job Complete Review Request, Estimate Accepted Thank You, and missed-call text-back. Every one drops a draft into the queue. A person still reviews and hits send.
TEXTING
Maple Ct job
Estimate visibility
Know if they opened it before you pick up the phone.
Half of following up is timing. On the timeline you can see whether an estimate was sent, viewed, or accepted, and a homeowner who has opened it three times is telling you something. The worklist even surfaces a “Viewed 3 times, last two days ago” note on the accounts that have gone quiet, so your rep calls the warm ones first instead of dialing in the dark.
- Sent, viewed, accepted sstatus visible right on the customer timeline.
- A viewed-count nudge on quiet accounts, so warm leads get the call first.
- Follow up with a reason not a guess about whether they even saw it.
FOLLOW-UP
Follow-up worklist
Larkspur Ln
14-pier lift
Viewed 3×
Maple Ct
basement seal
Sent, not viewed
Ridge Rd
crawlspace
Accepted
7th St
pier & beam
Viewed 1×
Reviews and reputation
Turn a finished job into your next lead.
When a job wraps and the homeowner is relieved and grateful, that is the moment to ask. Send a review request from the record with a click, right when the goodwill is highest. In a business where homeowners choose the company with the reputation, a steady stream of fresh reviews is not vanity. It is the thing that makes the phone ring in the first place.
- Request a review after the job is complete, straight from the customer record.
- Ask at the right moment, while the repair is fresh and the homeowner is happy.
- Build the reputation that wins the next homeowner comparing three quotes.
AFTER THE JOB
Job follow-through
Job status
Completed
Review request
Sent to homeowner
Owners and Lead Desk
See whether marketing is producing appointments, not just noise.
All of this rolls up. The Lead Desk gives owners and schedulers a read on lead flow this week: new leads, appointments set, and how sources are trending, without digging through a report. When a homeowner calls in from a missed-call lead your AI voice answering caught overnight, texts back, and books an inspection into scheduling and dispatch, every one of those touches is on the same connected record that carries the job through estimates and on to a paid invoice.
Communication is not a side channel. It is the front door of the job, and it belongs on the same platform as everything the job becomes.
LEAD DESK
WEEKLY
This week
New leads
37
Appointments set
21
Top source
Referral
Follow-ups due today
9
The questions CSRs and owners ask
Frequently asked questions
What does customer communication software do for a foundation repair company?
It puts every call, text, and email with a homeowner on one timeline, tied to their record and their jobs. Your CSR gets a prioritized worklist of who to follow up with, an SMS inbox with read and unread status, quick texting with the ability to attach job photos, live estimate status, and one-click review requests. The point is simple: anyone on your team can help any homeowner without hunting across five apps first.
Does it pull our texts and calls into one place, or is it just another inbox?
It is the one place. Inbound texts land in a shared SMS inbox with read and unread status, and calls, texts, and emails all appear on the homeowner’s communication timeline in the order they happened. Instead of one rep’s cell phone holding half the conversation, the whole history lives on the customer record where the whole team can see it.
Can we send photos to homeowners by text?
Yes. When a text is linked to a job, you can attach a photo from that job’s gallery and send it as a picture message. It is one of the most persuasive things you can do: a homeowner looking at the actual crack or the marked-up photo your tech took understands the problem far better than they do from a paragraph of text.
How do I know if a homeowner opened their estimate?
Estimate status shows on the customer timeline as sent, viewed, or accepted, and the follow-up worklist flags accounts where the homeowner has opened the estimate but gone quiet, with a note like “Viewed 3 times, last two days ago.” Your rep can call the warm leads first, with a real reason to reach out instead of a cold guess.
Does it help us get more reviews?
Yes. After a job is marked complete, you can send a review request straight from the customer record, so you ask while the homeowner is still glad the work is done. In foundation repair, where people pick the company with the strongest reputation, a steady flow of fresh reviews is one of the best lead sources you have.
Do texts auto-send to homeowners?
No. Reminders and follow-ups are prepared as drafts, and a person reviews and sends them. Homeowner-facing messages are never fired off automatically, which keeps your team in control of tone and timing and avoids the spammy feel that makes people tune a company out.
Can different roles see different things?
Yes. Role-based access means a CSR or scheduler gets the communication tools and the Lead Desk without owner-only financials cluttering the view. Revenue figures, for instance, stay hidden from CSR and scheduler roles on the Lead Desk. Everyone sees what they need to do their job and nothing they should not.
How does this connect to the rest of the platform?
Every message is attached to the same job record that runs your pipeline, scheduling, estimates, contracts, and invoicing. A lead your AI answering catches overnight, the texts that follow, the estimate you send, and the review you request after the job all live on one connected record, so nothing is re-typed and nothing falls between tools.
Give every homeowner the feeling that you remember them.
Book a 30-minute demo and see how one timeline, one inbox, and one worklist let your team answer any homeowner without missing a beat.