Frequently Asked Questions

CrewSMS is a communication bridge that connects office email with field worker SMS. When you send an email to a field worker's assigned address (like [email protected]), it automatically converts to an SMS and delivers to their phone. When they reply via text, their response appears in your email thread. This creates seamless bidirectional communication without requiring anyone to change how they naturally work.

Setup takes less than 10 minutes. Simply sign up for an account, add your field workers' names and phone numbers, and we automatically generate unique email addresses for each team member. No technical configuration, API keys, or software installation required. You can start sending messages immediately after setup.

No! Field workers use their existing native SMS app that comes with their phone. They receive messages as regular text messages and reply normally. Office staff continue using their existing email client (Outlook, Gmail, Apple Mail, etc.). CrewSMS works invisibly in the background to bridge the communication.

Yes! We offer a 14-day free trial with full access to all features. No credit card required to start. This gives you time to test CrewSMS with your team and see the immediate impact on your communication efficiency.

CrewSMS maintains complete conversation history across email and SMS. When you start an email conversation, all SMS replies from your field worker appear as responses in that same email thread. This creates a unified communication record that you can search, archive, and reference later. Each conversation gets a unique identifier that links all related messages together.

Yes! You can send the same message to multiple field workers by adding their CrewSMS email addresses to the "To," "CC," or "BCC" fields of your email. Each worker receives the message as an individual SMS, and their replies come back to your email. Group messaging and broadcast features are available in Professional and Business plans.

CrewSMS automatically handles message length optimization. Long emails are intelligently truncated for SMS delivery while preserving the key information. If needed, messages are split across multiple SMS segments. When field workers send longer texts, they're seamlessly combined into a single email message. You can also include a link in long messages that directs to the full email content.

Yes! CrewSMS provides delivery confirmations for all SMS messages. You can see when messages were delivered, failed, or are pending in your dashboard. Professional and Business plans include read receipts where supported by the carrier. Failed messages trigger immediate notifications so you can follow up through alternative channels.

MMS support for images and documents is available in Professional and Business plans. Email attachments are automatically converted to MMS when possible, or a secure link is sent via SMS for larger files. Field workers can also send photos from their phones, which appear as attachments in your email thread. This is perfect for job site photos, documentation, and progress updates.

CrewSMS uses a simple tiered pricing model: Starter ($19/month for up to 5 workers), Professional ($49/month for up to 15 workers), and Business ($99/month for up to 50 workers). Each plan includes a generous message allowance, and you only pay for additional messages if you exceed your limit. No per-user licensing complications or hidden fees.

Starter includes basic SMS-email bridging and dashboard for small teams. Professional adds advanced analytics, priority support, and MMS capabilities. Business includes custom integrations, phone support, and dedicated account management. All plans include conversation threading, delivery tracking, and enterprise-grade security. See our pricing page for complete feature comparisons.

No setup fees, no long-term contracts, no cancellation fees. CrewSMS is month-to-month with the flexibility to upgrade, downgrade, or cancel at any time. Annual payment options offer a discount but are not required. You pay only for what you use with transparent, predictable pricing.

Additional messages are charged at $0.02 per SMS after you exceed your plan's included allowance. You'll receive notifications at 80% and 95% usage, and we'll never cut off your service mid-conversation. Overage charges appear on your next bill with detailed usage reports so you can optimize your plan if needed.

CrewSMS uses enterprise-grade security with AES-256 encryption for data at rest and TLS 1.3 for data in transit. Multi-tenant architecture ensures complete data isolation between companies. We're SOC 2 compliant and undergo regular security audits. Your communication data is encrypted, backed up, and protected with the same standards used by major financial institutions.

All data is stored in secure, geographically distributed data centers in the United States and Canada. We use industry-leading cloud infrastructure with automatic backups, redundancy, and disaster recovery. Your data never leaves North America unless specifically requested, and you maintain complete ownership of all your communications and business information.

CrewSMS is built with 99.9% uptime reliability using redundant infrastructure and automatic failover systems. In the rare event of service interruption, messages are queued and delivered when service resumes. We provide real-time status updates and, for Business plan customers, alternative communication methods during any outage. Our SLA includes credits for any downtime exceeding our reliability targets.

Yes! Business plans include API access for custom integrations with your CRM, scheduling software, or field management systems. We also offer pre-built integrations with popular tools like QuickBooks, Salesforce, and ServiceTitan. Professional plans include webhook support for automated workflows. Our API allows you to send messages programmatically and receive delivery status updates.

Absolutely! CrewSMS is specifically designed for field service industries like construction. Send project updates, schedule changes, safety alerts, and material delivery notifications directly to crews on job sites. The photo sharing capability is perfect for progress updates and safety documentation. Many general contractors use CrewSMS to coordinate subcontractors across multiple job sites.

HVAC companies use CrewSMS for emergency service dispatch, technician routing, parts availability updates, and customer arrival notifications. The immediate delivery ensures technicians get urgent service calls instantly, reducing response times and improving customer satisfaction. Integration capabilities allow automatic messaging from your scheduling system when appointments change.

Yes! Electrical contractors rely on CrewSMS for safety-critical communications like hazard alerts, code compliance updates, permit notifications, and emergency shutoffs. The documented conversation history helps with safety compliance and audit trails. Many electrical companies use broadcast messaging to send safety reminders to all field workers simultaneously.

Definitely! Our Starter plan is designed specifically for small businesses with 2-5 field workers. Even small teams see immediate benefits from improved communication efficiency, reduced missed calls, and better customer service. The low monthly cost ($19) typically pays for itself by preventing just one missed appointment or communication delay.

All plans include email support with 24-hour response times. Professional plans add priority support, and Business plans include phone support and dedicated account management. We provide comprehensive onboarding, user guides, video tutorials, and best practices training. Our support team understands field service operations and can help optimize your communication workflows.

Yes! Business plan customers receive personalized onboarding sessions and team training. All customers have access to our knowledge base, video tutorials, and step-by-step guides. Since CrewSMS works with familiar tools (email and SMS), most teams are productive immediately. We also provide best practices guides specific to your industry.

Absolutely! CrewSMS is designed to work alongside or replace existing communication tools. We provide migration assistance to help import your employee directory and transition smoothly. Since there's no software to install, you can run CrewSMS in parallel with your current system during the transition period to ensure zero disruption.

Our setup process is designed to be self-service and takes less than 10 minutes, but we're here to help if needed. All customers receive guided onboarding emails, and Professional/Business customers can schedule live setup assistance. We can also help with employee directory import, workflow optimization, and integration setup if required.