How to text customers repair updates (with templates)
"Any update on my car?" is one of the most common calls a repair shop takes. Proactive text updates head off most of those calls and make your shop look organised. Here's how to do it well, with templates you can copy.
Why text beats phone tag
- Customers read texts. Most people won't pick up an unknown number at work, but they'll glance at a message.
- It leaves a written record. Approvals and updates are documented instead of "I thought you said…"
- Your advisors save time. One 15-second message replaces a voicemail and the call back.
Get consent first
Before you text a customer about their repair, get their permission and record it, ideally at check-in. Every message should identify your shop and tell the customer how to opt out (for example, "Reply STOP to opt out"). In the US, business texting from a regular local number usually requires sender registration (A2P 10DLC) through your SMS provider. This isn't legal advice: check the rules where you operate.
When to send an update
- Check-in confirmation: right after drop-off.
- Diagnosis or approval needed: as soon as you know.
- Delays, such as parts on backorder. Bad news early beats bad news late.
- Ready for pickup, with your hours.
- Thank you and review request: shortly after pickup.
Copy-and-paste SMS templates
Check-in confirmation
[Shop]: Hi [Name], your [Year Make Model] is checked in. We'll text you after the inspection, usually by [time]. Reply STOP to opt out.
Approval needed
[Shop]: Hi [Name], we found [issue]. Recommended repair: [repair], est. $[amount]. Reply YES to approve or call us at [phone] with questions.
Waiting on parts
[Shop]: Quick update: parts for your [Model] arrive [day]. We'll have it done by [estimate] and will text as soon as it's ready.
Ready for pickup
[Shop]: Good news, [Name]. Your [Model] is ready for pickup! We're open until [time] today.
Review request
[Shop]: Thanks for trusting us with your [Model], [Name]! If we earned it, a quick Google review helps a lot: [link]
Five rules for better repair texts
- Lead with the shop name so the customer knows who's texting.
- Use one idea per message and keep it short.
- Always give the next step and roughly when it will happen.
- Send links to photos or videos instead of large attachments.
- Log every message against the repair order so the whole team sees the history.
Send updates from the intake screen
Flyintake records texting consent at check-in, sends updates from your shop's own number, logs the history on each repair and sends your Google review link when the job is complete. A customer-facing repair-status page is next on our roadmap.
Want to try it? Request early access →