Customer Communication
The customer communication software your field service team actually uses.
WhatsApp, SMS, calls, email, Instagram, Facebook, Google Business, web chat, and online booking — in one unified inbox. Every message tied to the customer and their jobs. AI CSR answers 24/7 and hands off to a human. Built for HVAC, plumbing, cleaning, pest control — every trade.
Trusted by HVAC, plumbing & cleaning teams using FieldCamp’s unified inbox — from a 10-tech shop to a multi-state franchise.
01 Field service unified inbox
Every channel, one thread list. Nothing slips through.
A text, a WhatsApp, a missed call, an Instagram DM, a website chat — all in the same list, color-coded by channel. Filter by All, Unassigned, Handled by AI, or Needs attention. Open one and you see the whole customer beside it — their jobs, their history, the works.
Sarah Tan
WhatsApp · Returning · #1042
AI Receptionist is handling this conversation. Reply to take over.
Take over02 Missed call text back
Miss a call? The text goes out anyway.
A crew on a roof can’t answer the phone. The moment a call goes unanswered, FieldCamp texts the caller back automatically — the missed call and the text land in the same inbox thread. From there the AI CSR can keep the conversation going, qualify the job, and book it — or a teammate jumps in. No callback forgotten.
Missed call · +65 9123 4567
No answer · 14m ago
03 Multi-channel communication
Flip on a channel. Messages start landing here.
Connect WhatsApp, your phone number, Instagram, Facebook, Google Business, Gmail or Outlook — once. Every connected channel pours into the same team inbox. No forwarding hacks, no separate apps. We set the connections up for you during onboarding.
Connect a channel once — every message lands in your team inbox.
Meta Business · Twilio
Calls & SMS
Twilio
Instagram Direct
Facebook Messenger
Meta Page
Google Business
Business messages
Gmail
Google · Outlook · IMAP
04 Shared inbox software
Every tool your team needs to answer fast.
Every channel in one place is the core. Around it: the customer record, an AI CSR that works 24/7, and the team tools to keep a busy inbox under control — on desktop or mobile.
→ all into one inbox
Channels in one place
- WhatsApp — Meta Business or Twilio
- SMS + phone calls — your Twilio number
- Email — Gmail, Outlook, or any mailbox
- Instagram DMs + Facebook Messenger
- Google Business messages
- Website web-chat + online-booking inquiries
- Voice messages in the composer
Sarah Tan
Returning · 3 jobs
Tied to the customer
- Every thread linked to the client record
- Their jobs, estimates, and invoices in view
- Full job history beside the conversation
- New contact? Add as customer in one tap
- Activity feed — cross-channel history in one place
- AI Copilot pane for conversation context
AI CSR across all channels
- Answers, qualifies, and books 24/7
- Works on every channel, not just chat
- "Reply to take over" — instant human handoff
- Auto-reply when a call is missed
- View AI logs on any conversation
- WhatsApp templates when the 24h window closes
One team, organized
- Assign conversations to a teammate
- Filters: Unassigned, Mine, Needs attention
- Priority: low / normal / high / urgent
- Custom color labels per conversation
- Saved views for the work you watch
- Saved replies + "Improve writing"
- Internal notes + @-mention teammates
- Schedule messages — 1h / 4h / tomorrow / custom
- Snooze, resolve, and reopen threads
- Watch any conversation to follow along
- Mobile app — inbox works on the go
05 Field service communication
A team inbox that actually closes the loop.
01
One place, so nothing gets missed.
Customers reach you on WhatsApp, text, email, a DM, a missed call. When that lives in five apps, leads fall through. One inbox means every message is seen, answered, and accounted for — shared inbox software that actually fits how a field service team works.
02
Every chat knows the customer.
This isn't a siloed chat tool. Each conversation is tied to the customer record and their jobs, estimates, and invoices — so you answer with full context, not a blank thread. Assign a priority, add a label, leave an internal note for your teammate without the customer seeing it.
03
The AI answers. You take over anytime.
The AI CSR replies across every channel 24/7 — qualifies the job, books it, sends the confirmation. The second you reply, the AI steps back and the customer is talking to you. Team inbox software where AI handles the volume and humans handle the judgment calls.
06 The rest of the platform
The inbox is one piece. The rest fits the same way.
Every feature is configured around your business — and connected to the same data. Take the whole platform, or just the part you need.
07 Customer communication FAQ
Customer communication software — questions, answered.
What is customer communication software for field service?
Customer communication software for field service is a shared team inbox that brings every customer channel — WhatsApp, SMS, phone calls, email, Instagram, Facebook Messenger, Google Business messages, website web-chat, and online-booking inquiries — into one place. Instead of juggling five apps, your whole team reads and replies from a single inbox. In FieldCamp, every conversation is tied to the customer record and their jobs, estimates, and invoices, and an AI CSR can answer across all channels 24/7 and hand off to a human when needed. The product category is sometimes called a unified inbox.
Which channels can I connect to the inbox?
WhatsApp (via Meta Business or Twilio), SMS and phone calls (via your Twilio number), email (Gmail or Outlook, or any IMAP/SMTP mailbox), Instagram Direct Messages, Facebook Messenger, Google Business messages, your website web-chat, and online-booking inquiries. Connect each channel once and every message pours into the same inbox.
Is this a shared inbox software for teams?
Yes. The unified inbox is shared inbox software: you can assign conversations to specific teammates, set a priority (low, normal, high, or urgent), add custom color labels, filter by Mine, Unassigned, or Needs attention, build saved views for the work you watch, and use saved replies so the team answers consistently. Everyone sees who is handling what, so two people never reply to the same customer.
Can AI answer messages across every channel?
Yes. The AI CSR (AI Receptionist) answers, qualifies, and books across all connected channels — not just web chat — 24/7. When you want to step in, just reply: the AI pauses, you become the assignee, and the customer continues talking to you instead of the AI. You can view the AI's logs on any conversation.
What happens when I miss a call? (missed call text back)
When a call goes unanswered, FieldCamp automatically texts the caller back — missed call text back runs without any action from your team. The missed call plus the auto-reply appear in the same inbox thread. The AI CSR can continue the conversation, qualify the job, and book it — or a teammate can take over. No callback is forgotten.
Is the inbox tied to my customers and jobs?
Every conversation is linked to the customer record, so you see their jobs, estimates, invoices, and full history right beside the thread. If a message comes from someone new, you can add them as a customer in one tap. This is what separates FieldCamp from a standalone chat tool — the inbox is part of your field service CRM, not a silo.
Can I schedule messages to send later?
Yes. In the composer, use the Schedule button to queue any message for In 1 Hour, In 4 Hours, Tomorrow 9am, Next Week, or a specific date and time. Scheduled messages appear in the Scheduled folder in your inbox sidebar until they send.
What are internal notes and how do @-mentions work?
The Note tab in the composer lets you write a private, internal note visible only to your team — not sent to the customer. Use @Name to mention a teammate and they will get a notification. Notes appear in the thread alongside messages, so the team has full context without switching tools.
Want every channel in one inbox?
Book a fifteen-minute call. We’ll connect your channels, tie the inbox to your customers and jobs, and set up the AI CSR to answer around the clock.
No demo deck. Just your business and ours.