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The ability to message clients straight from a job card, whether by email or SMS, is a big part of what makes ServiceM8 so powerful for customer service. It’s great for sending updates and confirming details, while keeping everything in one place. But it’s important to make sure any messages you send are appropriate, meet your clients’ expectations, and comply with any regulations which may apply to you. Here are some guidelines:
  • Only message clients who have contacted you to enquire about or engage you for a service.
  • Keep messages factual and related to the job or service the client has contacted you about.
  • Avoid including promotional content, unless the client has clearly agreed to receive marketing messages from you.
  • Identify your business, so it’s clear who the message is from.

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Messages you can send

You can use SMS & email to communicate with your clients about a current enquiry or job they’ve contacted you about — messages that they would reasonably expect from you, which help keep things moving and ensure a great customer experience. Examples include:
  • Confirming or rescheduling an appointment
  • Letting the client know you’re on your way
  • Sending a quote or invoice
  • Following up on a quote
  • Requesting access or job details
  • Sharing updates on the progress of a job
  • Asking for payment
These are considered transactional or service-related messages — they’re part of delivering the service the client asked for. You can also respond to new job enquiries, as long as it was the client who initiated the contact.

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Messages you shouldn’t send without permission

ServiceM8 isn’t designed for bulk SMS or email marketing campaigns. You shouldn’t email or SMS a client to promote your business or services unless the client has clearly agreed to receive those kinds of messages from you. Just having their email and/or phone number isn’t enough — they need to have clearly opted in to receive marketing messages. Avoid sending messages like:
  • “Get 10% off your next booking!”
  • “Refer a friend and save!”
  • “Check out our latest special on [product/service]”
These are generally considered promotional or marketing messages, and can come across as unsolicited — especially if unexpected. Even if a message is mostly transactional, including any marketing element can make the entire message promotional. Ask yourself, Is this message only about the job or service the client contacted us for — or am I trying to promote something new? If you can’t prove that a recipient has given you permission to send promotional/marketing messages to them, you shouldn’t send them. If you do have consent to send marketing messages to someone, you should also let them know how they can “opt out” or “unsubscribe”. For SMS, recipients can unsubscribe via your Two-Way SMS portal. Note: the information above is provided as general guidance only and may not cover all legal or regulatory requirements applicable to you, in your region. It’s your responsibility to ensure that any messages you send comply with applicable laws and communication standards.
Last modified on March 3, 2026