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How to Configure SMS Lead Alerts (Premium)

How to Configure SMS Lead Alerts (Premium)

Premium plan users get SMS-based lead routing — the fastest way to turn a website visitor into a booked job. Here's how to set it up.

What SMS Alerts Do

When a lead matches your criteria, you get a text message with:

• Customer name and phone number
• Service address
• Problem description
• Urgency level (emergency or routine)
• Preferred callback time
• A link to view the full conversation

You can respond directly via text to confirm the appointment or ask follow-up questions.

Step 1: Set Up Your Phone Number

In the CoolerDesk portal, go to Settings → SMS Alerts.

• Enter your mobile number (or multiple numbers for your team)
• Verify via confirmation code
• Choose your notification preferences

Step 2: Configure Lead Triggers

Decide which leads trigger an SMS alert vs. which are logged quietly.

High-priority triggers (send SMS):

• Emergency keywords ("broken," "not working," "emergency")
• After-hours inquiries (outside business hours)
• High-intent questions ("book," "schedule," "come now")
• Return visitors (same phone number called before)

Low-priority triggers (log only):

• General pricing questions
• Maintenance plan interest
• Future project inquiries ("I'll need a new AC next spring")

Step 3: Set Quiet Hours

You can configure quiet hours for non-emergency leads. During quiet hours, routine leads are logged and sent as a morning digest instead of waking you up.

• Quiet hours start/end
• Emergency override keywords
• Weekend preferences

Step 4: Test the Flow

After configuration, test by opening your own chatbot and simulating a lead. You should receive an SMS within 30 seconds. If not, check your number verification and trigger settings.

Premium Features for SMS

• Team routing — send alerts to multiple techs, first to respond gets the lead
• Two-way SMS — reply to the alert and it's logged in the conversation history
• Quick actions — "Y" to accept, "N" to decline, "C" to call customer from the text
• CRM sync — SMS responses create notes in your CRM

Pro Tips

• Add your office manager and lead tech as SMS contacts
• Use a toll-free number for SMS to keep your personal number private
• Review your SMS triggers monthly — you'll get better at identifying hot leads over time