Live
AI Pre-Estimate via Text
AI reads the customer's description or photo and sends a price range in under 2 minutes, 24/7.
View featureCustomer Communication
Conversations Linked to Job Every Message in the Right Place
Customer texts, photos, and updates live inside the job record. No team member ever asks what did they say again.
Built by ex-Google, ex-Salesforce engineers. Live across multi-team service businesses.
✓ Response under 2 minutes✓ Included in Starter✓ No per-message fee✓ Onboarding in 1 week
The pain you recognize
Why scattered customer messages cost contractors jobs and reputation
When customer communication is siloed in personal phones, the rest of your team is flying blind on every job.
Customer messages live in one person's personal phone
When all customer texts go to one person's phone, the rest of the team is blind. If that person is unavailable, the customer gets no answer and the job stalls.
Photos sent by the customer get lost in a chat thread
A photo the customer sent 3 weeks ago to confirm a scope change is impossible to find in a general text thread. In Hub, every photo is attached to the job record, searchable and retrievable in seconds.
New team members start every customer call from scratch
Without conversation history in the job, every team member who touches the job has to re-ask the customer what they already told someone else. That erodes trust quickly.
No proof of what was communicated before or after the job
When a dispute arises about what was promised, agreed, or communicated, a text thread on one person's phone is weak evidence. Hub's job-linked conversation log is a complete, timestamped record.
How it works
How Conversations Linked to Job works
From the customer's first text to the final payment confirmation, every message in one place.
💬
Built-in SMS + email · tied to the job
One thread per customer · channels unified
Unified inbox
Side panel · full history surfaces before reply
SMS + email in one thread · context loaded before the reply↻Live demo
1
Step 1: Customer sends a message on any channel
Text, web chat, or missed-call-to-text. Hub receives it and routes it to the correct job record based on phone number and job status.
2
Step 2: Message appears in the job record in Hub
Any team member who opens the job sees the full conversation: every message, every photo, every timestamp.
3
Step 3: Team member replies from inside the job record
Replies go out as texts to the customer. The reply is also logged in the job record automatically.
4
Step 4: Conversation history follows the job through completion
From first inquiry to payment to warranty, every message is chronologically attached to the job. No hunting through personal phone threads.
Real example
Job-linked conversations in practice
Three scenarios showing how centralized messaging changes daily operations.
Dispatcher is sick; any team member handles the customer update
Persona
Sarah is the dispatcher at an HVAC company. She called in sick. A customer texts about their 2 PM job. Anyone on the team can now handle it.
- 10:15 AMCustomer
Texts: 'Is my 2 PM appointment still on?'
CustomerIs my 2 PM appointment still on?10:15 AM - 10:15 AMHub
Routes the message to the customer's job record. All team members with job access see it.
- 10:17 AMOffice Manager
Opens the job in Hub. Sees the job is confirmed with tech assigned. Replies from the job record.
Yes! Mike is confirmed for 2 PM at your address. He'll text you 30 minutes before arrival.
Outcome
Customer answered in 2 minutes despite dispatcher being out. No missed inquiry.
Before vs. after
Reimagine Hub vs. ServiceTitan, Housecall Pro, and GoHighLevel on job-linked messaging
Without Reimagine Hub
- Customer texts go to one person's personal phone
- Rest of the team has no visibility into customer messages
- Photos sent by customer lost in a general chat thread
- New team member touching the job re-asks the customer everything
- No centralized communication record for disputes or reference
With Reimagine Hub
- Every customer message routed to the job record automatically
- All team members see the full conversation when they open the job
- Customer photos attached to the job, searchable in seconds
- New team member reads the job history; never re-asks the customer
- Complete timestamped communication log for every job
By the numbers
Communication results after linking conversations to jobs
Improvements from Reimagine Hub users after centralizing customer messages.
100%
Customer messages visible to all team members
vs. siloed in one person's phone
Zero
Messages re-asked by new team members touching the job
< 5 sec
Time to retrieve any customer message or photo from any job
Results vary by volume, service catalog, and configuration. Figures observed across Reimagine operations running this feature for 3+ months.
By industry
Job-linked conversations across every trade
Any business where multiple team members touch a single customer job benefits from centralized messaging.
What sets us apart
How Reimagine Hub compares to ServiceTitan, Housecall Pro, and GoHighLevel
Other platforms have inboxes. Hub links every message to the specific job record with full context.
ServiceTitan
- What it is
- Enterprise field service management platform
- Limitation
- Customer communication module available but setup complexity and cost are significant for smaller teams
- Hub
- Hub links all channels to job records automatically with zero integration work
Housecall Pro
- What it is
- Field service app for home service contractors
- Limitation
- In-app messaging available but no automatic routing of incoming customer texts from outside the app
- Hub
- Hub captures external SMS and routes it to the job record without requiring customers to use an app
GoHighLevel
- What it is
- Marketing and CRM platform with unified inbox
- Limitation
- Unified inbox exists but conversations are contact-level, not job-level; no job record context
- Hub
- Hub conversations are job-scoped: the full job context (estimate, contract, payment status) is visible alongside every message
Direct comparison
Customer communication comparison: Reimagine Hub vs. alternatives
Key messaging and job-linking features across platforms.
| Feature | Reimagine Hub | ServiceTitan | Housecall Pro | GoHighLevel |
|---|---|---|---|---|
| All customer messages linked to job record | ✓ | ~ | ~ | — |
| Any team member can view conversation | ✓ | ✓ | ✓ | ✓ |
| External SMS routed to job automatically | ✓ | ✓ | ~ | ✓ |
| Customer photos attached to job record | ✓ | ~ | ~ | ~ |
| Full job context visible alongside messages | ✓ | ✓ | ~ | — |
| No customer app required | ✓ | ✓ | ✓ | ✓ |
| Included in base plan | ✓ | — | ✓ | — |
✓ Has feature~ Partial / limited— Not available
Technical honesty
When job-linked conversations need additional setup
The automatic routing handles most cases, but a few scenarios need configuration.
Customers who have multiple active jobs simultaneously (Hub routes to the most recent; older jobs may need manual tagging)
Communication channels not yet integrated (email threads still require manual upload to the job record)
Voice calls (Hub logs call duration and outcome notes; full transcripts require an add-on integration)
What Hub does instead
Hub flags ambiguous routing and surfaces unmatched messages in a 'needs assignment' queue. Your coordinator assigns them to the correct job record.
Comes with the Hub
Where job-linked conversations fit inside the Reimagine Hub
Job-linked conversations connect to every other Hub layer: the job record (so messages carry job context), the estimate and contract (so approval messages are logged), payment links (so payment confirmations are part of the conversation), and the warranty record (so warranty requests received by text are automatically flagged). When a new team member opens any job, they see the complete picture: what was promised, what was communicated, and where the job stands.
Live
Multi-Team Scheduler
Hub assigns jobs to the right tech based on skill, location, and availability. No double-booking, no phone tag.
View featureLive
Three-Way Digital Contract
Client, contractor, and tech each sign from their phone. Legally valid digital signature, no printer needed.
View featureLive
Warranty Auto-Registration
Hub registers the part and labor warranty when the job closes. Customer gets a warranty card by text.
View featureLive
GPS Time Clock
Techs clock in at the job site via GPS. No buddy punching. FLSA-compliant records. Payroll runs from real timestamps.
View featureLive
Performance Dashboard with Deco AI
Revenue, margin, team member quality scores, average job value. Deco AI spots patterns you missed. Updates in real time as each payment comes in.
View featureLive
Role-Based Permissions with Audit Trail
Owner, manager, front desk, team member, client. Each role sees only what it needs. Audit trail on every access, two-factor confirmation for sensitive actions.
View featureLive
Automatic Invoicing and Receipts
Job paid triggers an automatic invoice and receipt to the customer. Hub archives for compliance and exports monthly to your accountant. Zero manual entry.
View featureEvery feature above comes inside the Reimagine Hub on the same plan. See all Reimagine Hub features or get in touch if you are looking for something specific.
Pricing
Included in every Reimagine Hub plan
No add-on messaging module. Job-linked conversations are part of the base Hub.
Glossary
Glossary: customer communication terms explained
Plain-English definitions for job-linked messaging concepts.
- Job-linked conversation
- A messaging thread attached to a specific job record rather than just to a customer contact. Any team member who opens the job sees the full conversation history, regardless of who sent or received the messages.
- Unified inbox
- A single view of all customer messages from all channels (SMS, web chat, missed-call-to-text). Hub's unified inbox is job-scoped: messages display in the context of the specific job they belong to.
- Missed-call-to-text
- An automated response that texts a customer back when their call is not answered, asking for their service need. The reply starts the AI pre-estimate flow and opens a job-linked conversation.
- Conversation routing
- The logic Hub uses to match an incoming customer message to the correct job record based on phone number, job status, and recent activity. Reduces manual message sorting by the coordinator.
- Job gallery
- The media section of a Hub job record containing all photos and attachments from any source: customer texts, team member field photos, estimate attachments, and signed documents. Searchable and downloadable.
FAQ
Frequently asked questions about Conversations Linked to Job
Does the customer need to download an app to message us?
No. Customers communicate via regular SMS. Hub receives and routes the message automatically.
What happens when a customer texts a number we've had for years?
Hub works with your existing business number via carrier integration. No need to change your number or ask customers to use a new one.
Can multiple team members reply to the same customer conversation?
Yes. Any team member with access to the job can reply. Hub shows who sent each reply. Only one message goes to the customer (no duplicates from parallel replies).
How does Hub match an incoming text to the right job?
Hub matches by phone number. If a customer has multiple open jobs, Hub routes to the most recently active job and flags the others for review.
Are photos the customer sends automatically attached to the job?
Yes. Any photo sent via text is attached to the job record, labeled with sender and timestamp. Photos are viewable in the job gallery.