Send and receive text messages (SMS) with clients - with quick templates

Texts get read. The SMS page (under Clients > SMS) gives you two-way text conversations with your clients right inside KM Hub, complete with ready-made templates for the messages event pros send most - reminders, payment nudges, confirmations, and directions.

Before you start

Two things need to be in place:

• The contact must have a phone number saved on their record.
• SMS settings must be configured for your organization - see the article "Set up SMS: connect Twilio or Quo (OpenPhone) and send a test." If you haven't connected your own provider, messages go out via the KM Hub shared number.

Send a text

1. Open Clients > SMS. Your conversations appear in the Messages list on the left - use Search conversations to find a client quickly.
2. Click a conversation to open it. The full text history loads in the main pane so you can read and reply in context.
3. Type your message in the composer at the bottom. The character counter (for example, 0/160 and the segment count) shows how many SMS segments your message will use.
4. Hit the send button. Delivery ticks on each message show its status, so you know it actually went out.

Use a quick template

Click Templates in the composer to open the template picker. There are six built for event businesses:

• Appointment Reminder - nudge a client about an upcoming meeting or event
• Payment Due - a friendly balance reminder
• Event Confirmation - confirm the date and details are locked
• Follow-Up - check in after a call or event
• Thank You - post-event appreciation
• Directions - send venue or arrival info

Picking a template fills the composer with the full text, and it stays completely editable - tweak the wording, add specifics, then send. Templates are a starting point, not a straitjacket.

Receiving replies

SMS in KM Hub is two-way. When a client texts back, their reply lands in the same conversation thread, so the whole exchange stays in one place next to everything else you know about them.

Good to know

• Keep messages short - one segment (160 characters) is cheapest and reads best on a phone.
• If a client isn't showing up, check that their contact record has a phone number saved.
• If nothing sends at all, ask your admin to confirm the "SMS is enabled" switch is on in SMS Settings.

Still stuck? Submit a ticket from this help center and we'll take it from there.