MoveBoardMessages in the menu opens every conversation with your customers — texts, emails and portal messages — one conversation per order, storage account or business account. You need the Messages (Communication) permission to open it.
The three tabs
| Tab | What's on it |
|---|---|
| Messages | The conversations, and the one you pick (the default tab). |
| SMS | Every text in and out this month, with its status. |
| Automatic | An overview of the messages MoveBoard sends by itself and how many each has sent. |
Messages
Conversations are listed down the left, unread first, then by the newest message. Each row is two lines: the order number, its status and the day of the last message on the first; the customer, the service and the move date (like "Nov 12", with the year only when it isn't this year) on the second, with the channel of the last message (email, text or portal) and the unread count at the end. When the line is tight, a long service name is shortened with "…" first, and the move date is never cut. An order with no move date yet shows no date.
Press a row to open the conversation on the right. The list refreshes by itself every 20 seconds and the open conversation every 10 seconds, so new replies appear while you watch.
Opening a conversation doesn't mark it read. Use:
- Make message read/unread in a customer's message's actions, for that one, or
- Mark all as read at the top of the conversation, or
- Mark all as read for all at the top of the list.
Open Order Window (or Storage, or Account) opens the record the conversation belongs to.
Reply
At the bottom of the conversation:
- Type in Type Message — or press the AI button for help (see AI writing help), or the microphone to speak to type.
- For an order, Apply template puts one of your templates in the box.
- Add Photos & documents if you like — up to 10 files, 5 MB each — or drag them in.
- Press Send as message (it appears in the customer's portal) or Send as SMS (a text).
Tick Also send as message to send the same words as a text and a portal message with one press of Send as SMS. It's for that one message only.
Send as SMS is greyed when the customer can't be texted — point at it to see why. See Text a customer.
Two people answering the same customer
When a colleague who can see the same conversation starts writing a reply, you see it just over the reply box:
- Lilia Hutik is typing… — one person.
- Lilia Hutik and Isaac Raz are typing… — two.
- Lilia Hutik, Isaac Raz and 1 other are typing… — three or more.
Only the name shows, never what they type. It goes away when they send, empty their box, open another conversation or close the page, and by itself about 12 seconds after they stop typing. You never see your own name, and customers never see any of this. Only people in your company who are allowed to open that conversation see it.
If someone else sent a reply to this customer in the last minute and you press Send as message or Send as SMS, MoveBoard asks first, for example "Lilia just replied to this customer 20 seconds ago. Send anyway?"
- Cancel sends nothing and keeps your words in the box, so you can read what Lilia wrote first. With Also send as message ticked, Cancel sends neither the text nor the portal message.
- Send anyway sends it.
This check also catches two people pressing Send at the same moment, even if neither saw the other typing. Your own earlier replies never trigger it.
Each message
Point at a message for its actions: Ping message to a colleague (they're notified), Add to notes, Make message read/unread, and on a customer's message an AI reply or Translate to English. A text that failed shows Resend. Emails show their subject — press it to read the whole email — and whether the customer has opened it.
Add a message to the notes
Something a customer wrote that the crew or the office must not miss — a gate code, a piano, "please call before you come" — can go straight into the order's notes:
- Point at the message (a text, an email or a portal message) and press the note icon, Add to notes. On an email it sits beside the subject.
- Tick the notes it goes to: Sales, Customer, Foreman, Dispatch — or All. These are the same notes as in the order window's Note tab. Customer means the customer sees it in their portal.
- Check the words under What will be added, and press Add.
MoveBoard says Added to Sales and Foreman notes (or whichever you ticked). The note has the message's words and, on its last line, who sent it and when — for example From Jane Doe's text, Nov 7, 2026, 3:12 PM. An email's subject comes first. Nothing already written in the notes changes: the words are added as a new note, marked for every note you ticked. The order's activity keeps a line saying who added which message to which notes.
If you close the pop-up without pressing Add, your ticks are kept for the next time you open it on that message. The icon is there for every message with words on an order you're allowed to open; a photo with no words, or a conversation that isn't about an order, has none. It works the same in the order's own messages.
You can also ask Ed: "add the customer's last text on 12345 to the foreman notes".
SMS
A log of this month's texts: order, date, author, direction, from and to, status and words. Filter by status — delivered, received, queued, sent, never arrived, failed, not sent — number can't receive texts. You only see texts on orders you're allowed to open.
Automatic
A read-only overview, grouped by what sets each one off, of the automatic messages switched on, how many each has sent and when last. To change them, go to Settings › Communication › Workflows.