Communicating with customers

Keeping customers informed is a core part of the dispatcher role. TruePro's messaging system is the right channel for all significant customer communication — it keeps a full record of what was said and when, which protects the business if any questions arise later.

Messaging customers through TruePro

1. Open the relevant job from your dashboard.
2. Scroll to the Messages section at the bottom of the job page.
3. Type your message and press send. The customer will receive an email and SMS notification.

Messages sent through TruePro are time-stamped and stored permanently against the job. Both the customer and the business can see the full thread.

You don't need a booked job to start talking to a customer — open a lead from Leads and scroll to the Chat with customer box near the bottom of the page to message them before you've even submitted a quote. It's the same thread: anything said there keeps showing up once the job is booked, so nothing from the earlier conversation gets lost.

Notification settings

TruePro sends automatic notifications to customers at key job milestones — appointment confirmation, technician en route, and job completion. As a dispatcher, you will receive notifications for events that require your action, such as a customer confirming or requesting a new appointment time. To manage which notifications you receive, go to Account > Notification preferences.

Appointment communication

When proposing an appointment, the system sends the customer a summary of the proposed date, time, and technician name. Once the customer confirms, both sides receive a confirmation. If you need to reschedule, always use the platform's rescheduling tool — do not agree to changes verbally and then forget to update TruePro.

What not to do

• Do not ask customers to move conversations to WhatsApp or personal email for important matters. If an issue arises, off-platform conversations cannot be used as evidence by TruePro.
• Do not make verbal promises that differ from the accepted quote. Any scope changes must be agreed in writing through the platform.
• Do not ignore customer messages — unanswered messages are visible to TruePro admin if an issue is reported.

Tone and professionalism

All messages are a reflection of your business. Keep communication polite, clear, and professional even when customers are frustrated. If a situation is escalating, escalate it internally to your business owner rather than responding in a way you might regret — the message thread is permanent.