Customer communication should make the current decision and next step clear while preserving the related job context.

## Confirm the destination [#confirm-the-destination]

Review the customer's current contact information and consent expectations before sending. Use only a provider and channel that the shop has configured and is ready to use.

## Send the right context [#send-the-right-context]

Connect an estimate, inspection, approval request, progress update, or completion message to the relevant customer, vehicle, and job. Avoid sending internal notes or technical error strings.

## Write for action [#write-for-action]

State what changed, what the customer needs to decide, and what happens next. Keep urgent or required recovery visible in the owning workflow instead of relying only on a disappearing notification.

## Verify the outcome [#verify-the-outcome]

Delivery attempts and customer decisions are different states. Confirm the durable approval, response, or job status before the shop acts on it.

## Provider conditions [#provider-conditions]

WhatsApp Business remains conditional on provider setup and rollout readiness. Use it only when an enabled, supported workflow is available to the shop. See [Integrations](/integrations).

## Share a customer link [#share-a-customer-link]

Open the job's **Estimate → Share** action, review the recipient list and email-verification setting, then choose the send or copy action that matches the version you want to share. **Copy current** keeps the published version; **Copy new** publishes pending changes before copying. Copying a Smart Link does not send a message. See [Estimates](/workflows/estimates) for the full procedure.

If the link requires email verification, the customer enters an eligible recipient email, requests a code, and enters the code received at that address. Ask them to use an address included in the job's recipients; changing a customer's contact profile alone does not replace that recipient list. An unavailable or expired link needs review by the shop; repeatedly requesting codes does not repair the link.

If sending fails, preserve the message and recipients and use the recovery shown in the dialog before sending another copy. Confirm the recipient before sharing a link and keep it private. See [Data handling](/data-handling) for evidence and support screenshots.