SMS notifications (Twilio)

Quick reference

• Customer texts are sent from Nexpura's own number, through a Twilio account Nexpura maintains. There's no per-shop Twilio setup — you don't enter credentials or pay for a Twilio subscription.
• Nexpura texts a customer only when you choose to send the message — for example a ready-for-collection message or a tracking invitation. Nothing is texted automatically behind your back.
• Your shop texts only the countries enabled in Settings → Notifications (your own country to start with). A text to a number anywhere else is refused, and nothing is sent.
• A customer who replies STOPisn't texted again unless they reply START.
• A customer who replies HELPgets one short text telling them the messages come from you and to contact you directly (at most once a day). HELP doesn't change whether they receive texts.
• Your team is notified in the Nexpura app. Choose which events each person hears about in Team & Roles.
• Nexpura doesn't send WhatsApp messages to customers or staff. Customer messaging is email and SMS only.

How customer texts are sent

1. Ready for collection

When you mark a repair or a bespoke piece ready for collection, Nexpura offers to text the customer. You can review the message, send it, or skip it and mark the job ready without texting anyone.

2. Phone numbers

The message goes to the phone number on the customer record. Numbers are normalised before sending, so inputs like “0412 345 678” and “+61 412 345 678” both become +61412345678. If a customer has no phone number, or has opted out, no text is sent.

3. Opt-out and replies

Replies to Nexpura's number are recorded. STOP opts the customer out of further texts from that number, and START opts them back in. No automatic reply is sent to any message.

4. Settings

A summary of how Nexpura contacts customers and your team is on /settings/notifications. Customer emails are sent as your shop; set up your sending domain and reply address in Email settings.

Common questions