Docs / Deal Room

Deal Room texting (SMS)

Pro

Overview

With texting on, you and your customer can go back and forth by SMS about a quote — they get a text when there's an update, they can reply right from their phone, and every message lands in the same Deal Room thread as your chat and email. It's the fastest way to answer the one question that's holding up a yes.

Texting is a Pro feature, and your customer has to opt in first. Turn it on in Settings, and your customer gives the OK from inside their Deal Room. Until both of those happen, nothing is sent by text.

Before you start

A Setell Pro plan (or a Pro trial).
Deal Room SMS turned on — see "Turning texting on" below.
Your customer's opt-in — they confirm their number in the Deal Room (or by replying to a one-time confirmation text). You can't text a customer who hasn't said yes.

How your customer opts in

Texting only sends to a customer who has agreed to it. There are two ways that agreement happens:

They turn it on themselves (most common). In the Deal Room they see a "Get text updates" card, enter their mobile number, check the consent box, and they're in.
You turn it on, they confirm. If you switch a customer to texting, Setell sends them one confirmation message. They reply YES to start. Until they reply, nothing else goes out.

A customer can stop texts at any time by replying STOP — that's instant and permanent until they opt back in. HELP replies with your business name and how to reach you. Standard "Msg & data rates may apply" language is included automatically — you don't have to write it.

How texting works

Your customer opts in (see above).
When you send or revise a quote, or reply in the Deal Room, Setell can deliver it as a text.
Your customer replies by text — and that reply shows up in the Deal Room thread, right alongside chat and email.
You answer from the job's customer panel; your reply goes back to their phone. The whole conversation stays in one place.

Turning texting on

Default for all jobs: Settings → Customer Portal → toggle Deal Room SMS (marked Pro).
Texting still won't send until the customer opts in — the toggle just makes the opt-in card available in their Deal Room.

What happens next on your side

Texts and replies are the same conversation as Deal Room chat — you see one thread per job, not three.
A customer's text reply notifies you the same way a chat message does, so you can answer fast.
Consent is tracked for you: who opted in, who opted out, and when. A customer who replies STOP is suppressed everywhere automatically.

Troubleshooting

No "Get text updates" card in the Deal Room. Deal Room SMS is off, or you're not on Pro. Check Settings → Customer Portal and your plan.
Customer opted in but isn't getting texts. Confirm their number is a mobile that can receive SMS, and that they didn't previously reply STOP from that number (STOP is sticky — they'd need to opt in again).
Customer replied STOP by mistake. They opt back in from the Deal Room card, or by texting START.
My reply didn't reach them. Confirm they're still opted in for this job, and that the number on file is current.
Still stuck → docs/reference/troubleshooting.

FAQ

Does my customer need an app? No — it's plain text messages to their phone, and a card in their Deal Room link.
Do I have to get their consent? Yes, and Setell handles it for you — the opt-in card, the confirmation text, the STOP/HELP keywords, and the rate-notice language are all built in.
What number do texts come from? A Setell-managed business number. Replies route back to you automatically.
Can they still use email and chat? Yes — texting is just one more way into the same Deal Room conversation. Nothing else changes.
What if I'm not on Pro? Quote-update emails and the Deal Room still work — texting is the Pro add-on.

docs/deal-room/overview · docs/deal-room/chat · docs/deal-room/quote-approval · docs/account/plans

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