SMS FAQ – Cleantie

What is SMS Notification?

In the fast-paced world of laundry services, efficient communication is crucial. Cleantie understands the importance of staying connected with customers and keeping them informed about their orders. To achieve this, Cleantie uses Twilio, a reliable and powerful platform, to send notification text messages to your customers.

What is SMS marketing?

Due to stringent spam regulations, Twilio cannot be used for SMS marketing campaigns. Instead, we recommend our customers set up an account with TextMagic for their SMS marketing needs. For additional information, click here.

What is the cost of SMS?

SMS pricing is based on the destination and the type of message you're sending. Our pay-as-you-go pricing ensures you get the best possible rate. We negotiate with our providers to secure competitive rates, and you are billed strictly for your usage—there's no markup.

Cleantie uses the Twilio platform, renowned for its reliability and robust telecommunications infrastructure. The pricing structure is simple:

North America: $0.05 per text message
Other Regions: Starting at $0.07 per text message

This cost includes carrier fees and SMS costs with all mobile service providers. There are no hidden fees.

How do I enable SMS service?

To prevent spamming, our customers must request the SMS service. Please get in touch with Cleantie support or email support@cleantie.com.

How do I enable SMS for a customer?

By default SMS service is enabled for customers when creating a new profile and the customer has a mobile number on file. To disable/Enable the SMS option for a customer, edit the customer profile and toggle the feature at the bottom right side.

How do I see the history of SMS sent and the cost?

Cleantie tracks each SMS sent to your customer. To see the log and the cost, go to Admin -> Reports -> Custom Reports. Enable detail option to see the log.

How do I change the SMS text message?

Cleantie allows you to customize the messages that are sent out. To make changes:

Go to Admin.
Navigate to Management.
Select SMS Configuration (located at the bottom of the main menu).

Please ensure that all placeholders are used correctly in your custom messages. If you need to revert to the original system text, simply press Restore Default at the top.

How do I schedule SMS to run at a certain time?

To prevent any issues, this feature has been disabled.

How do I test if my SMS is working?

To test the SMS service, follow these steps, this process will help you ensure that your SMS service is functioning correctly:

Go to Checkin in your Cleantie dashboard.
Select the customer you want to send a test message to.
Click on the SMS icon next to the customer's details.
Compose your text message and send it directly to the customer's mobile number.

How do I know my SMS is being delivered?

Cleantie uses Twilio, a reliable and powerful platform, to send notification text messages to your customers. Twilio includes features to help prevent spam and protect customer preferences.

If a customer sends a "Stop" text to our SMS service, Twilio will automatically remove their mobile number from the messaging list. As a result, no further text messages will be sent to that customer. This ensures compliance with communication preferences and helps maintain a positive customer experience.

If you notice that a customer is not receiving messages, this may be the reason.

If the customer wishes to re‑opt in, they must send a reply with the word START, or Yes to the same Twilio number 888-817-6067.

Once Twilio receives a valid opt‑in keyword, it will remove the block and allow future messages to be delivered to that number.

What is the phone number used to send SMS?

Cleantie has registered the toll-free number 888-817-6067 with mobile networks to enhance the delivery rate and avoid spamming.

How do I send SMS when orders are ready?

Select the Ready function from the main menu, and scan the invoice/location. If the customer has SMS enabled, the default text message is sent right away, unless it is scheduled to run at a certain time.

How do I send direct text messages to a customer?

Cleantie offers direct text messages to be sent to your customers. You may send text wherever there is an SMS icon, like in customer lookup, in reports etc.

Does Cleantie Support Two‑Way SMS Communication?

Cleantie is pleased to offer Two‑Way SMS Communication! With this new feature, you can move beyond one‑way alerts and enable seamless, interactive text conversations between your staff and your customers.

With Cleantie’s Two‑Way SMS, you’re providing a better, more connected experience for your customers right from their phone.

Two‑way SMS communication is vital for modern businesses because it allows active, real‑time conversations between you and your customers. Instead of relying on one‑way notifications, you can:

Enhance Customer Service: Quickly respond to questions, requests, or special instructions.
Increase Engagement: Build trust and loyalty by making it easy for customers to reply.
Save Time: Streamline communication by addressing customer needs directly via text.
Reduce Missed Messages: Forward replies to a manager or staff phone, ensuring no messages go unnoticed.
Avoid Misunderstandings: Minimize delays caused by one‑way alerts, making follow‑ups seamless.

In short, two‑way SMS turns a static alert into an interactive conversation, providing a more responsive and personalized experience for your customers while making your workflow more efficient.

How to Configure:

Go to Admin → SMS Configuration.
Enter the manager’s mobile number in the Mobile Number to Receive Incoming Messages field.

Important Notes:

When SMS is disabled in customer's profile, replies from customers will not be forwarded to the manager's mobile number.
Replies are not sent back to the originating number to prevent looping or redundant messages. Example: An SMS sent to the manager will not forward the manager’s reply back.
To See the SMS log, go to Admin -> reports -> custom report -> SMS Usage report . Select Show Detail report option.