Direct Contact Messaging lets you send a one-off SMS or email directly from a contact’s record in Pooltrackr. You can choose the channel (SMS or email), enter a custom message, and send it without creating a job, reminder, or invoice.
Every message sent using Direct Contact Messaging is automatically linked to that contact, so your team can see what was sent and when in their communication history.
Accessing Direct Contact Messaging
Navigate to Operations > Contacts.
Search for the contact and open the contact record by clicking on the pencil icon or you can also click on the contact, and then View details.
Select the Notifications tab. Within this section, you’ll find another tab for SMS and Email. Each subtab is automatically filtered to the selected contact. You cannot view or send messages for any other contact from this screen.
4. Filter messages using the various filtering options. You can filter the sent SMS and Emails by dates, types, and status. You can use the search function if you are looking for a specific message from the past
SMS tab
The SMS tab shows all SMS messages sent to the selected contact and allows you to send new SMS messages directly from their contact record. All messages shown here are filtered to this contact only.
Click on the SMS subtab within the Notifications tab to access it.
A. Search - Use the search by message field to quickly find the SMS message by keyword.
B. Filter by date range - Set a From and To date to limit the SMS history to a specific time period.
C. Filter by Type - Use the Type filter to narrow the SMS list by message category. Available options include: All, Tech on the way, Job complete, Booking reminder, Booking changed, Manual notification, Water test result, and Water test reminder. Selecting a type updates the list to show only SMS messages of that category for the selected contact.
D. Filter by delivery status - Use the status dropdown to view messages by delivery results such as Delivered or Undelivered.
E. Send a new SMS - Click on the Compose button to open the SMS compose window. This is where you can send a custom SMS message for that contact.
F. Message actions menu - This is the hamburger icon on each SMS message row and provides message-specific options. From this menu, you can:
Edit phone number - This opens the contact record so you can make changes to the contact's phone number. Note that the changes applies to future messages only and will not alter the previously sent SMS message.
View message - Displays the full SMS content.
You can only view messages that were sent for the last 7 days.
Resend (when available) – Allows you to resend the same SMS to the contact. This option may be unavailable for certain message types or delivery states. This option is only enabled if the SMS message failed. Note that you would not be able to edit the existing message.
How to send a new SMS?
To send a new SMS, click on the Compose button. The window opens in a minimised view by default. You can use the expand icon to switch to full screen mode.
Type your SMS into the message field.
- Note that this message field is required.- A live character counter is shown below the message field.
- Merge tags count toward the character limit.
Review SMS usage and check if you still have enough SMS credits. If not, you can click on the 'BUY ANOTHER PACK' option. You may refer to the SMS Configuration guide for the complete steps on adding SMS pack.
Confirm the recipient. Under the 'Send to' field, the contact's phone number(s) are displayed. At least one should be selected. Phone numbers are pulled directly from the contact details page. To change/update the existing phone numbers, click on the Edit option. This will open the Edit Contact page where you can make changes to the contact details.
Click Send SMS to send the message. The button will be enabled as soon as all the required fields are added.
IMPORTANT!
SMS messages sent from Pooltrackr must comply with the country's communications laws, including the Spam Act 2003 and ACMA guidelines.
When sending SMS messages, ensure that:
The message is transactional or operational only (no marketing or promotions)
The recipient has an existing business relationship with you
You clearly identify your business name
Message content is accurate, relevant, and non-misleading
Messages are sent at a reasonable frequency and time
Pooltrackr provides the messaging tools and delivery history. Responsibility for consent, content, and lawful use remains with the sender.
Email Tab
The Email tab displays all emails sent to the selected contact and allows you to send new custom emails directly from the contact details page. All emails shown on this tab are automatically filtered to a specific contact only.
A. Search emails - Use the Search field to find emails by subject or content keywords. Results update as you type.
B. Filter by email type - Use the Type filter to narrow the email list by message category. Available options include:
All types, Contact invoice, Batch invoice, Quote, Quote approved, Quote approved confirmation, Quote rejected confirmation, Deposit paid confirmation, Water test, Water test reminder, Job sheet, and Manual notification.
Selecting a type updates the list to show only emails of that category for the selected contact.
C. Status - You can filter emails according to their current statuses such as Delivered, Failed, Sent, Marked as Spam.
D. Filter by date range - Set a From and To date to limit the email history to a specific time period. Click Reset to clear all filters and return to the full list.
E. Compose Email - Click Compose to open the Email compose window to create a new email.
F. Message actions menu - Use the Actions menu on each email row to:
View message – See the full email content and delivery details
Resend (when available) – resend the same email to the contact. This option will only be enabled if the email failed.
How to send a new Email?
Emails sent should be intended for transactional and operational communication only.
From the Email tab, click on the Compose button. The new email window opens in minimised view by default. Click on the expand icon to switch to full screen mode.
Review the compliance notice. A reminder is displayed at the top noting that emails must not contain marketing or promotional content. Ensure your message complies with your country's email regulations.
Enter the email subject. The Subject field is required and pre-filled by default. You can edit this as needed.
Write the email content. Enter your message in the Email content editor.
Formatting tools are available for basic text styling, links, and lists. You can personalise your email further by making use of the supported merge tags.
Review recipients. The Email (To) field is auto-filled based on the contact record and is read-only. CC options are shown if additional email addresses exist for the contact. To change the email, update the contact’s details.
Click Send Email to send the message. The sent emails will appear in the Email list with delivery status.
Using merge tags for emails
Copy the merge tag from the Personalising customer communications panel in the compose window and paste it into the subject line or email content.When the email is sent, the tag is replaced with the correct data for that contact. If a merge tag cannot be resolved (for example, missing contact details), the email will still send, but the placeholder may appear as-is. To avoid this, ensure contact and organisation records are kept up to date.
IMPORTANT!
Emails sent from Pooltrackr are delivered using the contact and organisation details stored in your account at the time of sending. It is the sender’s responsibility to ensure recipient information and message content are accurate and appropriate before sending.
Pooltrackr does not verify consent, validate message intent, or review email content prior to delivery. All emails must comply with Australian email regulations, including the Spam Act 2003, and must relate to an existing business relationship.
Once an email is sent, it cannot be edited, recalled, or cancelled. Delivery status reflects the email provider’s response and does not guarantee that the recipient has opened or read the message.