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📱 SMS Automation

A complete post-visit SMS sequence for auto repair shops. Set it up once. It runs itself.

Job complete. Customer drives off. Two hours later, Spokk sends a feedback request. Twenty-four hours after that, a gentle reminder if they didn't respond. Three days out, a Google review nudge. Twenty days later, a referral ask. Every step checks what the customer already did and skips what's no longer relevant. Nobody on your team does anything.

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98%

of SMS messages are opened — vs. 20% for email. Texts get seen.

source
90 sec

average time for a customer to submit feedback via SMS link after their visit

source
3 min

average time from SMS delivery to it being read — faster than any other channel

source
45%

SMS response rate vs. 6% for email campaigns — orders of magnitude more effective

source

The default auto repair automation sequence

This is what runs out-of-the-box. Every timing and message is fully editable. Every step can be toggled on or off.

Feedback Request2 hours after job completion

Sends the customer their personalized feedback link. Opens a mobile-optimized form with star ratings, service selection, staff ratings, and an open text box. Works on any smartphone, no app needed.

Default SMS template:

"Hi {{name}}, thanks for bringing your car to {{company}}! We'd love to hear how everything went: {{link}}"

Feedback Reminder24 hours after job completion

A gentle nudge for customers who received the feedback SMS but didn't submit. Uses the same personalized link. Keeps the feedback window open while the experience is still fresh.

Default SMS template:

"Hi {{name}}, just a quick follow-up — we'd love your feedback on your recent visit: {{link}}"

↳

Automatically skipped if the customer already submitted feedback.

Google Review Nudge3 days after job completion

Sends the Google review link to customers who submitted feedback but didn't click the review button. Gets your review request in front of them at a second touch point, 3 days out when they've had time to reflect.

Default SMS template:

"Hi {{name}}, glad we could help! If you have a moment, a Google review means the world to a local shop: {{link}}"

↳

Automatically skipped if the customer already clicked the review link, or if they never submitted feedback.

Referral Ask20 days after job completion

Sends the customer's unique referral code — the same one that tracks new customer introductions and triggers rewards for both sides. Sent 20 days post-visit when the experience is still positive but enough time has passed for it to feel natural.

Default SMS template:

"Hi {{name}}, know anyone whose car needs attention? Share your referral code and they mention it at drop-off — you both get a reward. Your code: {{code}}"

↳

Automatically skipped for opted-out contacts.

The part that keeps customers from feeling spammed: smart skip logic.

Auto repair customers have a low tolerance for feeling over-messaged by a shop. Sending every scheduled message regardless of what the customer has already done is how you get opt-outs and a reputation for being annoying. Spokk tracks each customer's actions and skips messages that are no longer relevant.

✅

Customer submits feedback within 2 hours of pickup

The 24-hour feedback reminder is automatically skipped. They responded — no need to nudge them again.

✅

Customer submits feedback AND clicks the Google review link

The 3-day review nudge is automatically skipped. They already clicked. Done.

⏭️

Customer received the feedback SMS but didn't respond at all

Gets the 24-hour reminder. If still no response, review nudge is skipped (can't direct them to Google without feedback). Referral still runs at 20 days.

🛑

Customer replies STOP to any message

Contact is marked as opted out. All remaining automation steps for this contact are permanently skipped.

⏱️

Frequent customer who comes in for oil changes every 6 weeks

Cooldown protection prevents re-triggering the sequence too soon. You set the cooldown period in days — no customer gets over-messaged.

The result: every customer gets exactly the messages relevant to them. Customers who engage early get fewer follow-ups. Customers who don't engage get the full nudge sequence. This distinction alone is the difference between a communication system customers appreciate and one they resent.

Why SMS and not email?

Email works for newsletters. For post-visit follow-up in a service business, SMS is categorically better at every metric that matters.

Metric
SMS
Email
Open rate
~98%source
~20%source
Response rate
~45%source
~6%source
Average time to read
~3 minutes
~48-72 hours
Lands in spam/promotions
Rarely
Very common
Works without internet
✓ Yes
✗ Requires app
Best for same-day follow-up
✓ Perfect fit
Too slow to be effective

Auto repair customers are checking their phones constantly. A text arrives, they see it, they tap the link while sitting in the waiting room or right after they get home. A feedback link that arrives by SMS an hour after pickup gets dramatically higher completion than one that arrives in an email inbox three days later when the visit is a vague memory.

What about customers who prefer email?

Spokk's default is SMS-first, which is right for the vast majority of auto repair follow-up. If you have specific customers with no phone number in your system, manual outreach from your dashboard covers those cases. The automation handles everyone else.

How does the automation actually start?

The sequence triggers on customer check-in or job completion. There are multiple ways to trigger it, so it fits whatever your shop workflow already looks like.

📲

QR code at the service counter

Most common

A QR code poster at your front desk or waiting area. Customer scans when they drop off or pick up, taps confirm, and the sequence starts. Works on any smartphone. No app required. Takes 10 seconds. This is how most auto shops set it up.

Generate your QR code in Spokk in under 2 minutes. Download, print, and post it. One QR code per location. The scan logs the visit, starts the automation, and if loyalty is enabled, increments their visit count.

🔗

Shop management software integration

Connect Spokk to your shop management software via the REST API or Zapier. When a repair order is marked as complete in Mitchell, Tekmetric, Shop-Ware, Fullbay, or NAPA TRACS, Spokk picks it up and fires the sequence. Zero manual work for your front desk.

Zapier makes this a no-code setup for most shop management platforms. API keys are available on all Spokk plans for technical integrations.

🖥️

Dashboard manual trigger

Trigger the automation manually for a specific customer from the Spokk dashboard. Useful for walk-ins who didn't scan, customers you want to follow up with specifically, or testing the sequence.

What one check-in scan does

Every QR check-in does three things simultaneously: (1) starts the automation sequence for feedback, reviews, and referrals, (2) increments the customer's loyalty visit count and checks for milestone rewards, and (3) logs the visit to the customer's contact record with a timestamp. One scan, three systems updated, zero manual work from your team.

The defaults work great. But you can tune everything.

The out-of-the-box automation runs immediately for most auto repair shops. But if you want different timing, a different tone, or a specific message for a specific type of job, the flow builder gives you full control.

⏰

Adjust the timing

Move the feedback request to 4 hours instead of 2. Send the review nudge at 5 days instead of 3. Push the referral ask to 30 days. Every delay is configurable in hours or days.

✍️

Rewrite any template

The default messages are professional and effective, but your shop has its own voice. Rewrite any template entirely using {{name}}, {{company}}, and {{link}} as dynamic variables.

🔧

Toggle steps on or off

Only want feedback and review steps? Turn off the referral. Want just the review nudge? Done. Each step is independently enabled or disabled.

➕

Add custom steps

Add steps that aren't in the default sequence. A 3-month service reminder, a seasonal tire check message, a follow-up on a big repair to check how the car is running. Any message, any timing.

📍

Per-location configuration

Multi-location auto groups can give each location its own timing, templates, and step configuration. Or they can all share the same flow.

⏱️

Feedback cooldown

Set how many days must pass before a customer re-enters the sequence. Essential for frequent oil-change customers. Prevents over-messaging without losing touch.

Frequently asked questions about SMS automation for auto repair shops

What SMS messages does Spokk send automatically for auto repair shops?+
The default sequence sends: (1) a feedback request 2 hours after the customer picks up their car, with a personalized link; (2) a feedback reminder 24 hours later if they haven't responded; (3) a Google review nudge 3 days after the job, if they submitted feedback but didn't click the review link; and (4) a referral SMS 20 days after the job with their unique referral code. Every step is independently customizable — timing, message, and whether the step is on or off.
How does Spokk know when to skip a message?+
Spokk tracks what each customer has actually done. If a customer submits feedback within 2 hours, the 24-hour reminder is automatically skipped. If they click the Google review link, the 3-day review nudge is skipped. If they've opted out, all remaining steps are permanently skipped for that contact. No manual intervention needed.
How does the automation get triggered for auto repair customers?+
The most common method is a QR code printed at your service counter. The customer scans when they pick up their car, and the sequence starts. You can also trigger it manually from the Spokk dashboard or connect it to your shop management software (Mitchell, Shop-Ware, Tekmetric, NAPA TRACS, Fullbay, etc.) via the REST API or Zapier, so it fires automatically when a repair order is closed.
Can I customize the SMS messages for my shop?+
Yes, fully. Every message template is editable. You can change the wording, adjust the send delay, and enable or disable individual steps. Templates support dynamic variables: {{name}} inserts the customer's name, {{company}} inserts your shop name, and {{link}} inserts the relevant URL.
What if a customer doesn't want automated messages?+
Customers can opt out by replying STOP to any message. Opted-out contacts are never messaged again — all future automation steps for that contact are automatically skipped. Opt-out is recorded at the contact level in Spokk and is fully TCPA-compliant.
Does Spokk work with Mitchell 1, Tekmetric, or Shop-Ware?+
Yes, through Zapier or Pabbly integration. When your shop management software marks a repair order as complete, Zapier triggers the Spokk automation sequence for that customer. This eliminates any manual step from your front desk. Spokk also offers a direct REST API for technical integrations.
Can I add extra steps beyond the default sequence?+
Yes. The Spokk flow builder lets you add custom SMS steps with any message and timing. For example, you could add a post-service follow-up at 3 months reminding customers about their next oil change interval, or a seasonal tire check reminder. Any message, any timing.
Is the SMS number a dedicated number for my shop?+
For US and Canadian shops, Spokk provisions a dedicated toll-free SMS number for your business on paid plans. During the 14-day free trial, messages come from a shared Spokk number. International shops can use their own Twilio credentials.
How does the feedback cooldown work for frequent customers?+
The cooldown setting controls how many days must pass before the same customer re-enters the automation sequence. For auto shops with frequent oil-change customers who visit every 6-8 weeks, you can set a cooldown of 45-60 days so they don't receive the full sequence every single visit. You set the number — Spokk handles the rest.
How does SMS automation connect to the loyalty and referral programs?+
They share the same backbone. When a customer checks in via QR code, that same trigger starts the automation sequence, increments their loyalty visit count, and checks for milestone rewards. The referral SMS in the sequence delivers their unique referral code. All three systems work together from one check-in event.
Can I see logs of what messages were sent to each customer?+
Yes. Your Spokk dashboard shows automation activity per contact — which steps were sent, when, what was skipped and why, and whether the customer clicked any links. You can see the full history for any customer at any time.

More for auto repair shops

Spokk for Auto Repair Shops

Full platform overview for your shop.

Get More Google Reviews

AI-generated review drafts from real customer feedback.

Customer Feedback

Catch problems before they become 1-star reviews.

Loyalty Program

QR check-in, visit milestones, automatic SMS rewards.

Referral Program

Turn happy customers into your best acquisition channel.

Staff Performance

Per-technician ratings from real customer feedback.

Starter

For solo operators & small teams

$49/month

Billed $588/year

250 customers / month

Unlimited SMS included

  • 250 customers / month
  • 1 manager + 1 staff member
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

Growth

For growing businesses & teams

$82/month

Billed $984/year

500 customers / month

Unlimited SMS included

  • 500 customers / month
  • 2 managers + 2 staff members
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

Pro

For high-volume businesses

$166/month

Billed $1992/year

1,500 customers / month

Unlimited SMS included

  • 1,500 customers / month
  • 3 managers + 5 staff members
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

All plans include a 14-day free trial. No charge until your trial ends. Questions?