Feature — Customer Communication

WhatsApp, SMS and email — all tracked against the job

Talk to customers however they prefer. Coglass integrates WhatsApp, SMS and email into your job management system so every message is stored against the right order — not lost in someone's personal phone.

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Johnson Residence
ORD-1042
WhatsApp
Hi Sarah, your glass is ready and we're booked in for Thursday 24th April at 9am. Does that still work for you?
Today 10:32
Perfect, yes that works great. Will someone call when on the way?
Today 10:45
Yes absolutely — the fitter will message when leaving the previous job. See you Thursday!
Today 10:47
Apex Commercial
ORD-1041
SMS
Your glass order ORD-1041 is ready for collection. Please call 01234 567890 to arrange. — Coglass
Yesterday 15:20
How it works

Every customer conversation, linked to the job

No more hunting through WhatsApp to find what was said about a job. Every message is stored in Coglass against the order it belongs to.

1
Connect your channels
Connect your WhatsApp Business account via Meta Cloud API, your email via Gmail or Outlook, and SMS via your SMS provider. One-time setup — Coglass handles the rest.
2
Message from the order
Open any order in Coglass and send a WhatsApp message, SMS or email directly from the order screen. The customer's contact details are pre-filled — no copying numbers between apps.
3
Replies come in automatically
When a customer replies via WhatsApp, the message appears in Coglass against the same order. Your team sees the full conversation history without leaving the job screen.
4
Set up automated notifications
Configure automation rules that trigger SMS or email messages automatically when job status changes — glass ready, fitter on the way, job complete. Your customers stay informed without anyone lifting a finger.
5
Use message templates
Pre-written templates for common messages — quote sent, glass ready, payment reminder, appointment reminder. Variables like {customerName} and {orderNumber} fill in automatically from the job.
6
Full message history
Every message ever sent or received on any channel is stored in the order timeline. New team members can pick up any job and immediately see the full customer communication history.
What's included

Every channel your customers use, in one place

Stop juggling WhatsApp on your personal phone, emails in Outlook and texts on another device. Coglass brings them all together.

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WhatsApp integrationSend and receive WhatsApp messages directly in Coglass. Full conversation history stored against each order.
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SMS messagingText customers directly from any order. SMS history logged and stored automatically.
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Gmail integrationConnect your Gmail account — send and receive emails from within Coglass, tracked against jobs.
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Outlook integrationConnect Microsoft Outlook — full email integration with the same order-linked tracking.
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Automated notificationsTrigger SMS and email automatically when order status changes — glass ready, fitter en route, job complete.
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Custom automation rulesBuild your own triggers and actions — any status change, any channel, any message template.
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Message templatesPre-written messages with automatic variables: customer name, order number, quote link, amount due.
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Customer chat portalCustomers can reply to messages via a web link — no WhatsApp or app required on their side.
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Quote and invoice links via WhatsAppShare quote PDFs and invoice payment links directly in WhatsApp messages — customers tap to view.
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Full conversation historyEvery message on every channel stored against the order — new staff can see the full picture immediately.
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Inbound message handlingInbound WhatsApp and email messages auto-matched to the right order — no manual filing required.
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Notification alertsTeam members are notified when a customer replies — no messages left unread because they came in on someone else's phone.

Keep customers informed without the extra effort

14-day free trial. No credit card required. Full access from day one.

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