DataFlows SMS for ServiceM8

Send SMS straight from your ServiceM8 jobs and customers, run campaigns to win back past customers, and let an AI receptionist handle the replies. This guide covers installing the add-on, connecting your account and using every feature.

Before you start

• A ServiceM8 account, with permission to install add-ons.
• A DataFlows account. You can sign up at sms.dataflows.com.au.
• SMS credits in your DataFlows account. Messages are charged per SMS sent, with no monthly seat fees.
• To receive replies (campaigns and the AI receptionist), a dedicated DataFlows number. A business name Sender ID can send SMS but can't receive replies.

1. Install and connect the add-on

1. In ServiceM8, open the Add-ons store, find DataFlows SMS and click Install.
2. Review the permissions the add-on requests and approve them. DataFlows uses these to read your customers, jobs and schedule, and to add notes and quotes to jobs.
3. After installing, the Connect DataFlows SMS screen opens. If it doesn't, open the DataFlows SMS item in the ServiceM8 Add-ons menu.
4. In a new tab, log in to sms.dataflows.com.au, go to Developers → Settings and copy your API Token.
5. Paste the token into the DataFlows API Token box and click Save & Connect.

You'll see Connected, You're all set. From then on, the same screen shows your Recent Messages sent from ServiceM8, and lets you update your API token at any time.

2. Send an SMS from a job or customer

1. Open any Job or Customer in ServiceM8.
2. Click Send SMS via DataFlows.
3. Enter the Recipient mobile number, choose who to Send from (your dedicated number or business name Sender ID), and type your Message.
4. Click Send SMS.

The SMS is sent straight away. When you send from a job, a note is also added to that job in ServiceM8, so your team can see what was sent and when.

3. Run an SMS campaign

Campaigns let you send a one-off SMS to a group of customers selected from your ServiceM8 data, for example to win back customers you haven't seen in a while. Campaigns are run from your DataFlows dashboard.

1. Log in to sms.dataflows.com.au and open ServiceM8 → Campaign Builder.
2. Give the campaign a name, then choose your filters:
   • Find lost customers: one click to target customers with no job in the last 12 months.
   • Last job before: customers whose most recent job was before a date you choose.
   • Skip customers who already have a quote or job scheduled, so you don't message people who are already booked.
   • Job type: only customers who've had a particular type of job before.
3. Write your message. Use {customer_name} to personalise it.
4. Choose the number to send from. Only reply-capable numbers are offered, because campaigns invite customers to reply.
5. Click Preview Recipients to check who will receive it, then send.

Campaigns run in the background. Track progress and results under ServiceM8 → Campaign History.

4. Replies and the AI receptionist

When customers reply to your campaign, the AI receptionist reads each reply and works out what the customer wants, even when they reply in their own words.

• Booking requests: a Quote is created in ServiceM8 for the customer, and your team gets an alert email so they can follow up.
• Questions or anything that needs a person: your team is alerted so nothing is missed.
• Opt-outs: customers who reply STOP are automatically removed from future messages.

Every conversation is also available in your DataFlows inbox, where you can read and reply from your dedicated number.

5. Settings: default staff and automatic booking

Open ServiceM8 → Settings in your DataFlows dashboard.

Default staff by job category

For each ServiceM8 job category, choose a default staff member. When a customer replies to a category-filtered campaign with a booking request, the alert email suggests that person. This is only a suggestion; nothing is assigned in ServiceM8 on its own.

Automatic booking (optional)

When turned on, and a default staff member is set for the category, a customer who confirms a booking is texted two real available time slots, worked out from that staff member's existing ServiceM8 schedule. The customer replies with the number of the slot they want, and the booking is made in ServiceM8 automatically. When it's off, a Quote is still created and your team books manually.

Compliance

DataFlows is an ACMA registered SMS provider. Business name Sender IDs are registered on the ACMA SMS Sender ID Register for you, so your messages show your business name rather than being labelled as unverified.

FAQ and troubleshooting

Need help?

Email [email protected] and we'll help you get set up, or set it up for you.