Viewing & Managing Fieldworker SMS Logs

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Viewing & Managing Fieldworker SMS Logs

OctopusPro keeps a complete, filterable timeline of every text message linked to a fieldworker — automated alerts, office-sent reminders, and two-way chats through your Twilio number. This guide shows where those logs live, how to drill into each category, and which settings power the feed. A transparent message history reduces missed appointments, speeds troubleshooting, and satisfies compliance requirements cited across field-service best-practice studies.

Where the SMS log lives

  1. Sidebar ▸ Fieldworkers
  2. Hover Actions ▸ View profile.
  3. On the profile page open Activity ➜ SMS Log (right-hand panel).

    The list shows newest first and can exceed 30 days if your plan retains longer history.

Three log filters

Filter tab What you’ll see Typical reason to check
Automated outgoing SMS Messages fired by Automations (e.g., “Job starting soon”) Verify that cron jobs are active & wording is correct
Sent by fieldworker Texts the worker sent from the mobile app via company Twilio number Audit customer conversations or confirm a promised ETA
Received by fieldworker Customer replies that landed in the same Twilio thread Resolve disputes or pick up unanswered questions

Switch tabs from the SMS Log dropdown; each view is time-stamped and stores the Twilio Message SID for deeper tracing if needed.

Automated messages (cron jobs)

  • Settings ▸ Communications ▸ Automations ▸ Fieldworker
  • Toggle any job on/off, or Activate all for one-click enable.
  • Edits here flow straight into the Automated Outgoing SMS tab, letting you confirm every schedule and template.

Visit the automated procedures guide to learn more.

Enable two-way SMS with your Twilio number

  1. Settings ▸ Communications ▸ Digital Phone System
  2. Connect my Twilio number ➜ paste Account SID, Auth Token, Phone Number, Number SID.
  3. Save. All canned messages and ad-hoc replies now route through that number, and every inbound/outbound text is logged against the fieldworker. Twilio’s delivery reporting guarantees high visibility for support teams.

Tip: Use one shared Twilio number so customers always reply to the same sender ID; this is a common best-practice in mobile-first FSM operations. Visit setting up digital phone system to learn more.

What admins can do from the log

  • Open Message Details – see To, From, status, and any carrier errors (handy for undelivered texts).
  • Copy Message SID – for Twilio ticketing if a carrier investigation is required.
  • Resend / New SMS – launch the Send-SMS window pre-filled with the customer number.

Why message logging matters

  • Full audit trail – status, sender, and timestamp satisfy ISO & insurance audits.
  • Fewer missed jobs – instant proof that a reminder went out and was delivered.
  • Faster dispute resolution – you can quote the exact text a customer received.
  • Better team coaching – review wording fieldworkers use with customers and refine scripts.

Troubleshooting checklist

  1. No logs appearing? Ensure the fieldworker profile is linked to a mobile number.
  2. Missing inbound messages? Confirm Twilio Webhook URL points to your OctopusPro account.
  3. Delivery shows “Failed”? Copy the Message SID and check Twilio’s error code reference; common issues are carrier filtering or invalid destination numbers.

Quick recap

  • Activity ▸ SMS Log keeps every text in one place.
  • Tabs separate Automations, Sent by fieldworker, and Received.
  • Connecting your own Twilio number unlocks two-way logging.
  • Detailed logs drive accountability, customer satisfaction, and regulatory compliance.

Set up once—enjoy complete SMS visibility forever.

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