After the sale, customers still text you. Keep every answer in one place.
Reminders, “are you still coming Tuesday?”, a photo of a cloudy pool, a thank-you that could become a review. inChat is being built so post-sale messages stay on the customer’s record, with the same owners and history your team used to win the job.
inChat is in early access. Features shown are in development.
- 1Keep the same thread after the sale
- 2Send reminders from the business number
- 3Post updates where the customer will see them
- 4Route service questions to the right person
- 5Ask for the review at the right moment
Service conversations scatter once the deal is closed
The sales conversation usually has an owner. After the sale, messages go to whoever the customer last texted: the salesperson, the technician, the office. The history splits, small questions sit unanswered, and the moment to ask for a review or referral passes.
- 01
Reminders and questions come from different phones
The office sends reminders from one number; the technician texts from his own. The customer replies to whichever is on top, and the reply lands with someone who can’t act on it.
- 02
Nobody sees the whole history
When a customer writes “same issue as last month,” the person answering has no way to see what last month was. They ask again, and the customer feels like a stranger.
- 03
Happy moments go unasked
A customer sends a thank-you. That’s the natural time for a review or referral request, but nobody owns that step, so it rarely happens.
A post-sale communication routine
Here’s a simple routine for service businesses with recurring visits or multi-step projects. inChat is designed so every step happens in the same thread the customer already knows.
Keep the same thread after the sale
When the deal is won, the conversation stays linked to the contact. Reassign it to whoever handles service, and leave a note on what was promised.
Send reminders from the business number
Appointment reminders go out from the shared SMS or WhatsApp number, so replies (“can we do 2 PM instead?”) come back to the team, not a personal phone. On WhatsApp, use approved templates for reminders sent outside the 24-hour window.
Post updates where the customer will see them
For multi-day projects, a short update at the end of each visit beats a phone call nobody answers. Log the update in the thread so the next technician can see it.
Route service questions to the right person
A question about billing goes to the office; a photo of a problem goes to the technician. Reassign with a note instead of forwarding screenshots.
Ask for the review at the right moment
When a customer says thanks, reply personally and, if it fits, ask for a review or referral. Mark it on the record so you don’t ask twice.
A weekly pool service customer with a question
One thread carried the reminder, the question, the handoff to the technician and the follow-up. Greg’s thank-you is a natural moment for Rosa to ask for a review.
Fictional business and sample messages.
The parts of inChat that matter here.
One history per customer
Messages, notes and past jobs on the contact’s timeline, across SMS and WhatsApp.
See customer historyHandoffs between office and field
Reassign a thread with an internal note and @mention, without leaving the conversation.
How team collaboration worksReminders and follow-ups by rule
Send scheduled reminders or create follow-up tasks from conversation events (workflow automation, in development).
Read about automationStatuses for open service questions
Mark threads open, waiting on customer or resolved so service questions don’t slip.
See conversation management- Scheduled reminders depend on workflow automation, which is in development. Calendar and booking integrations aren’t available or scheduled, so reminder timing would come from fields or manual scheduling.
- On WhatsApp, reminders sent outside the 24-hour customer service window must use approved templates.
- Review and referral requests are marketing-adjacent. Make sure your SMS consent covers them; check with your provider or counsel.
- Healthcare: inChat is not currently offered for protected health information (PHI), so it isn’t suited to clinical reminders.
Customer communication: your questions.
What inChat is designed to do for customer communication, and what’s still being decided.
Ask us something elseIt’s a CRM built around conversations, which covers the day-to-day engagement a small team does: reminders, updates, answers and review requests, all in one history. It isn’t a bulk marketing or campaign tool.
Automated reminders are part of workflow automation, which is in development. There’s no calendar integration, so timing would be based on fields on the record or set by your team.
The design is for everyone to reply from the shared business number, so customers always text one place. How field staff access inChat day to day is something we’re working through with early access teams.
SMS and WhatsApp are launch channels in development. Instagram DMs are planned next after launch.
Request early access. inChat is pre-launch, and pricing isn’t published yet.
Other ways teams use inChat.
Lead response
Answer new inquiries while they’re still warm, including after hours.
ExploreLead qualification
Ask the right questions in chat, record the answers, and hand off cleanly.
ExploreSales follow-up
Follow up over SMS and WhatsApp, and stop the moment the customer replies.
ExploreChat to deal
Turn a conversation into a deal with fields and stages, without copy-paste.
ExploreMake every conversation count.
Join the early-access list to see inChat in action, help shape what we build next, and be first to know when your team can start.
- A walkthrough built around your channels
- Early look at pricing and plans
- A direct line to the product team