The Ultimate Guide to Setting Up and Customizing SMS in CleanWiz
Automated text messages are one of the most powerful ways to reduce no-shows, increase customer satisfaction, and keep your field staff on schedule. CleanWiz includes a robust, fully integrated SMS engine powered by Twilio.
This guide walks you through creating a Twilio account, connecting your SMS phone number, customizing message templates, and managing customer opt-outs and preferences.
Part 1: Create and Set Up Your Twilio Account
Before CleanWiz can send automated SMS messages, you will need an active Twilio account and a dedicated business phone number.
Step 1: Go to twilio.com and click Sign Up.
Step 2: Create your account using your business email address.
Step 3: Verify your email address and phone number when prompted.
Step 4: Upgrade from a trial account to a paid Twilio account.
A paid Twilio account is required for full SMS usage and A2P 10DLC registration for U.S. business texting. Twilio states that U.S. and Canadian 10-digit long code numbers must be registered before they can send application-to-person messages to U.S. recipients.
Find Your Twilio Credentials
After logging into Twilio, go to your Twilio Console dashboard and locate:
Your Auth Token works like a password. Do not share it publicly or place it in screenshots.
Buy a Twilio Phone Number
- In Twilio Console, go to Phone Numbers.
- Select Buy a Number.
- Search for a phone number in your preferred area code.
- Confirm the number supports SMS.
- Purchase the number.
A local phone number can help customers recognize your business and improve response rates.
Complete SMS Compliance Registration
For U.S. business texting, Twilio requires A2P 10DLC registration. This usually includes:
- Brand Registration: Your business identity.
- Campaign Registration: The type of messages you plan to send.
- Opt-In Details: How customers agree to receive messages.
- Opt-Out Language: How customers can stop receiving messages.
SMS compliance approval can take time. Messages may fail or be blocked if your Twilio number is not properly registered for business messaging.
Part 2: Setting Up Your SMS Phone Number in CleanWiz
Once your Twilio account and phone number are ready, connect them inside CleanWiz.
- From your CleanWiz dashboard, click the Settings gear icon in the bottom left corner.
- Select Notifications from the settings menu.
- Find the SMS provider section and select Connect Twilio.
Enter your Twilio:
- Account SID
- Auth Token
- Twilio Phone Number
- Click Save.
Once connected, a green Connected badge will appear. Your CleanWiz account is now ready to send and receive SMS messages.
When a customer replies to an automated text, their response will automatically appear in your CleanWiz Messages inbox so your dispatchers can reply quickly.
Part 3: Customizing Your Automated Message Templates
CleanWiz gives you full control over the wording of your automated SMS messages. You can keep your tone professional, friendly, casual, or highly branded.
- Go to Settings > Notifications.
- Scroll to the Message Templates section.
- Select the template you want to edit.
Common SMS Templates
- Booking Confirmation: Sent immediately after a job is booked.
- 24-Hour Reminder: Sent the day before the cleaning.
- On My Way Alert: Triggered by technicians when they are en route.
- Job Completion / Feedback Request: Sent after the job is marked complete to help generate reviews.
Dynamic Tags automatically personalize each message.
[CustomerName] - Inserts the customer's first name.[JobDate] - Inserts the scheduled job date.[ArrivalTime] - Inserts the estimated arrival window.[TechName] - Inserts the assigned technician's name.
Example SMS Template
Hi [CustomerName]! This is a friendly reminder that [TechName] from Sparkle Cleaners will be arriving on [JobDate] between [ArrivalTime]. Please ensure pets are secured. Reply to this text if you have any questions.
Part 4: Per-Customer Message Settings
Some customers may prefer phone calls, emails, or fewer text messages. CleanWiz allows you to manage SMS preferences on a per-customer basis.
- Go to your Customers list.
- Open the customer's profile.
- Click Preferences or the customer-specific settings icon.
- Update the customer's SMS preference.
SMS Opt-In / Opt-Out
If a customer asks you to stop texting them, uncheck the SMS Opt-In box. CleanWiz will stop automated SMS reminders, on-my-way alerts, and other text notifications for that customer.
Internal Notes
You can also add internal notes for your dispatchers, such as:
Prefers email for quotes, but texts are okay for day-of arrival updates.
Part 5: What Happens If a Customer Replies STOP?
CleanWiz automatically respects standard telecom opt-out keywords. If a customer replies STOP, the system will block future outbound SMS messages to that phone number.
This protects your sender reputation and helps keep your business compliant with SMS messaging rules.
Part 6: Pro Tips for SMS Success
- Keep it brief: SMS messages should be short, clear, and easy to read.
- Include your business name: Customers should immediately know who is texting them.
- Use email for long details: Send invoices, large updates, or detailed policy information by email instead.
- Respect customer preferences: Do not text customers who have opted out.
- Review automated replies: If using the AI Upsell Assistant, confirm whether AI is allowed to respond to incoming questions about add-ons like deep cleans, oven cleaning, or window cleaning.
Summary
CleanWiz SMS helps you automate confirmations, reminders, arrival alerts, customer replies, and feedback requests. Once your Twilio account is connected and your templates are customized, your business can provide faster, more reliable communication while reducing manual dispatcher work.