Open Work > Communications when you want one place to review recent outbound email, outbound SMS, and inbound SMS replies. This page is the shared communications history rather than a single customer or job view.

Who Can Open It

SMS or email permission: users can open the page when they have either SMS or email access in the currently selected businesses.
Channel visibility: the page only shows the channels the current user is allowed to use. Someone with SMS only will not see email actions, and someone with email only will not see SMS actions.
No access warning: if neither permission is available across the current business selection, the page shows a warning instead of the table.

New Message

New Message: opens the chooser popup from the page header.
Email: launches the normal email composer from this Communications entry point.
SMS: launches the normal SMS composer from this Communications entry point.

Filters And Search

Business: appears when business filtering is available and lets you narrow the history to one or more businesses.
Search communications: searches the table for matching communication details.
Channel, direction, and status: useful when you only want SMS, only email, only inbound replies, or a specific delivery state.
Unread Replies: narrows the list to inbound SMS replies that are still unread for you.
Date range: keeps the list focused on a period without changing the wider app date filters.

How The Table Works

Rows: each row shows the channel, contact, linked customer or job, summary, status, and time.
Unread state: unread inbound replies are highlighted in the table and in the unread badge in the app header.
Row click: opens the communication detail popup on its Details tab so you can read the full message, then switch to the Conversation tab for related messages and linked customer or job tabs when they exist.
Open from a notification: when you land here from the unread replies popup, the matching row detail opens automatically.

Replying To A Text

Open a text message and switch to the Conversation tab to reply. The reply box sits under the conversation, and your reply is sent from the same Work Planner number the customer already has, so it continues the thread they are looking at rather than starting a new one.

Credit cost: the box shows how many characters you have typed and how many SMS credits the reply will use before you send it. Long replies and special characters use more than one credit.
Send reply: queues the text and adds it to the conversation straight away. Its delivery status updates in the thread as the network confirms it.
Marked as read: replying counts as reading the message, so the unread badge clears without you also pressing Mark read.
Plan and credits: if SMS is not on your plan, or you have run out of credits, the reply is refused and the box explains which of the two applies.
Texts sent from your own phone: messages sent through your handset show a short note instead of a reply box, because the customer replies to your phone rather than to Work Planner.
Email: email threads have no reply box. Use New Message to send a fresh email instead.

What Appears Here

Outgoing email is shown here from this rollout onward. SMS history includes outbound texts and inbound customer replies. Email is outbound-only in this first version, while SMS can show the full reply-first conversation where Work Planner has been able to match the reply back to a customer or job.

This page is the best place to review mixed-channel history. If you only care about one customer or one job, the dedicated Communications tab on those detail views can be quicker.

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Unread Replies Badge

Communications