2-Way Text Messaging

Every customer text. Every team member. One shared inbox with context already loaded.

Most business SMS tools are just a better version of your personal phone — messages come in, someone replies, nothing is tracked, the context is gone the next time the customer texts. HieCOR 2-Way Text Messaging connects every customer conversation to their order record, service ticket, delivery status, and CRM history — so your team always replies with confidence, not questions.

See a 30-minute demo Explore the platform ↓

No commitment required · US-based implementation team

1 inbox

every customer message with full order and service context

no looking up the customer in a separate system

Auto

order context matched to every incoming message

order, ticket, delivery, and invoice surfaced automatically

Auto

notifications at every order and delivery milestone

appointment, arrival window, en-route, and completion

Instant

AI-drafted reply with full customer and order context

Taylor AI reads the thread and prepares the response

Built for retail and service businesses where customer communication must be connected to order and service operations

Appliance retail & serviceFurniture deliveryMattress & beddingHVAC & tradesAppliance repairEquipment serviceMulti-location retailField service businesses

shared inbox for every customer text conversation

no individual phones, no missed messages

Auto

order and service context with every message

team responds with full context, no lookups required

45 days

average time from contract to go-live

US-based implementation team included

Auto

milestone notifications sent without manual triggering

appointment, arrival, en-route, completion

2-Way Messaging Lifecycle

From incoming text to resolved customer conversation — one connected messaging workflow.

Customer SMS breaks when messages are disconnected from order records, replies are missed, context is lost between conversations, and follow-up depends on someone remembering. HieCOR connects every step from message receipt through conversation resolution in one platform.

app.hiecor.com / messaging / active-chats

1Receive

Every customer message lands in one shared inbox — with context already attached.

When a customer texts your business, the message arrives in the HieCOR shared inbox with their full profile, open orders, active service tickets, delivery status, and prior conversation history already loaded. Your team never starts a reply from a blank screen or has to look up the customer in a separate system.

1 inboxEvery customer message with full order and service contextCustomer profile, open orders, active tickets, delivery status, and prior conversations loaded with every incoming message.

✓All customer messages in one shared team inbox
✓Customer profile and order history loaded with each message
✓Needs-reply indicator flags unanswered conversations
✓Conversation assigned to a team member to prevent duplicate replies

See it in action Explore CRM & Customer Records →

app.hiecor.com / messaging / active-chats

2Identify

Match every message to the right order, ticket, or invoice instantly.

HieCOR automatically surfaces the connected order, service ticket, delivery record, estimate, or invoice alongside every customer message. Your team sees what the customer is referencing without asking them to provide an order number or repeat information they already gave at purchase.

AutoOrder, ticket, and invoice context matched to every messageThe right order, delivery, estimate, or service ticket surfaced automatically — your team responds with confidence, not questions.

✓Order, ticket, delivery, and estimate context matched automatically
✓No need to ask the customer for order numbers or details
✓Prior conversation thread visible below the current message
✓Customer tier, account status, and preferences visible at a glance

See it in action Explore Order Management →

app.hiecor.com / messaging / active-chats

3Respond

Reply faster with templates, saved responses, and AI-drafted copy.

Send a reply using a saved response template, a custom message, or an AI-drafted response that Taylor has prepared from the customer context and order details. Attach a payment link, delivery tracking URL, or estimate approval link directly in the message. Every reply is logged on the customer record automatically.

InstantAI-drafted reply with full customer and order contextSaved templates, custom messages, or Taylor AI-drafted replies — with payment links, tracking URLs, and estimate links attachable in one step.

✓Saved response templates for common inquiries
✓AI-drafted reply from Taylor with customer and order context
✓Payment link, tracking URL, or estimate link attachable in reply
✓Every reply logged on the customer record automatically

See it in action Meet Taylor, your Support AI →

app.hiecor.com / messaging / active-chats

4Route

Route the right message to the right team — without losing context.

When a customer message requires action from a different team — billing, dispatch, service, or management — HieCOR routes it with the full conversation thread and order context attached. The receiving team sees exactly what was discussed and what the customer needs. No forwarding chains, no lost history.

1 transferFull conversation and context transferred to the right teamRoute to billing, dispatch, service, or management — full thread and order context transfers with the conversation, nothing lost.

✓Route to sales, service, billing, dispatch, or management
✓Full conversation thread and context transfers with the handoff
✓Receiving team sees complete order and customer history
✓Handoff logged on the conversation record with timestamp

See it in action Explore Order Management →

app.hiecor.com / service / SRV-9942

$HieCOR Automate screen$

5Automate

Send automated messages at every order and delivery milestone.

HieCOR sends automated text messages at the moments that matter — appointment confirmations, arrival window notifications, driver en-route alerts, delivery completion, and post-service review requests. Every automated message includes the relevant order details and is logged on the customer record. Zero manual sends required.

AutoAutomated messages at every order and delivery milestoneAppointment confirmation, arrival window, driver en-route, completion, and review request — sent automatically with order context.

✓Appointment confirmation sent at scheduling
✓Arrival window text the morning of delivery or service
✓Driver en-route notification when the stop begins
✓Review request triggered after confirmed completion

See it in action Explore Customer Follow-Up →

app.hiecor.com / messaging / active-chats

6Resolve

Close every conversation with a full record of what happened.

When a conversation is resolved, HieCOR marks it complete and preserves the full thread on the customer record. Any team member can pull up the conversation history at any point in the future. AI flags conversations closed without a confirmed resolution for management review.

100%Conversations logged permanently on the customer recordEvery message, reply, and attachment stored on the customer record — accessible to any authorized team member at any time.

✓Resolved conversations logged permanently on the customer record
✓Full thread history accessible to any authorized team member
✓AI flags conversations closed without confirmed resolution
✓Unresolved conversations surface in the next-day follow-up queue

See it in action Explore CRM & Customer Records →

Core Capabilities

Built for businesses that text customers — and need to track what was said.

HieCOR connects the shared inbox, order context, automated notifications, team routing, conversation history, and AI-powered reply drafting in one messaging operating system.

📥

Shared team inbox

All customer messages in one inbox with needs-reply status, conversation assignment, and team visibility. No individual phones, no missed messages, no duplicate replies.

Shared team inboxNeeds-reply statusConversation assignmentTeam visibility

📎

Order & service context

Every incoming message surfaces the matching customer profile, open orders, active service tickets, delivery status, and prior conversation history. Your team never asks for an order number.

Customer profile loadedOrder history visibleService ticket linkedDelivery status surfaced

⚡

Automated milestone notifications

Appointment confirmations, arrival window texts, driver en-route alerts, delivery completions, and review requests — all sent automatically at the right moment.

Appointment confirmationArrival window textDriver en-route alertPost-completion follow-up

💬

Saved templates & quick replies

Common responses, payment links, tracking URLs, and estimate approval links ready to send in one tap. Every reply logged on the customer record automatically.

Saved response templatesPayment link sharingTracking URL attachmentAuto-logged on CRM record

🔀

Team routing

Route messages to sales, service, billing, dispatch, or management with full conversation context transferred. No forwarding chains, no lost history.

Route by message typeFull thread transferredRouting logged with timestampNo context lost in handoff

🤖

AI reply drafting

Taylor AI reads the conversation thread and the customer context and prepares a ready-to-send reply. Your team reviews and sends. Faster responses, better context.

Taylor AI-drafted repliesCustomer context includedTeam review before sendOrder details in every draft

AI Employees

AI working your customer conversations every day.

HieCOR AI Employees read your real customer, order, and conversation data to surface urgent messages, draft replies, route conversations, and trigger follow-up.

Taylor

Customer Support AI

💬

→Drafts responses to inbound customer messages with the full order history, service record, delivery status, and prior conversation already loaded
→Flags incoming messages with urgency indicators — payment disputes, delivery complaints, service escalations — so your team prioritizes correctly
→Monitors open conversation threads for messages without a response after 24 hours and surfaces them before customers escalate

Meet Taylor →

Jordan

Delivery & Field Operations AI

🚚

→Prepares arrival window update messages for the team to review and send at each delivery milestone automatically
→Flags customer messages about active deliveries and surfaces the matching delivery record and driver status alongside the message
→Identifies delivery-related messages that indicate a timing or routing problem and routes them to dispatch with full context

Meet Jordan →

Morgan

Revenue Growth & Marketing AI

📣

→Identifies customers whose conversation history shows purchase intent but who have not yet been quoted or followed up with a proposal
→Times review request messages after confirmed positive completions — reading conversation history to avoid sending to customers with unresolved issues
→Surfaces customers who have been active in messaging but have not made a purchase as outreach and conversion opportunities

Meet Morgan →

Jamie

Sales & Customer Experience AI

💼

→Identifies inbound messages where the customer is asking about a product or price that represents a sales opportunity and routes them to the right associate
→Drafts a sales-context response to product inquiry messages with customer profile, purchase history, and current pricing attached
→Flags customers who sent a message and received no reply within 4 hours as high-priority for immediate follow-up

Meet Jamie →

Why HieCOR

What changes when customer texts are connected to order and service data.

The gaps most retail and service businesses live with every day — and what HieCOR does differently.

Situation	Without HieCOR	With HieCOR
Customer texts "where is my delivery?"	✗Staff member calls the driver, checks a separate routing system, calls the customer back — 15 minutes, three calls, one frustrated customer	✓Message arrives in inbox with the delivery record, driver status, and route position already loaded — reply sent in under 30 seconds
Multiple team members need to handle messages	✗Texts go to one person's phone — if they are out, the customer waits. No visibility, no handoff, no record of what was said	✓Shared inbox with needs-reply status and team assignment — no message falls through, every conversation has an owner
Customer asks about an invoice via text	✗Staff member has to look up the customer, find the invoice, open a billing tool, and compose a reply from memory	✓Invoice context surfaces with the incoming message — reply with payment status, balance due, and payment link in one step
Appointment needs to be confirmed the morning of delivery	✗Someone manually texts each customer from their personal phone — sometimes forgotten, inconsistent, not logged	✓Automated arrival window text sent from HieCOR the morning of every delivery — consistent, logged, zero manual action
Customer texts a complaint about a service visit	✗Goes to someone's phone inbox — no service ticket context, no order history, no clear path to resolution	✓Complaint arrives in shared inbox with the service ticket and customer profile loaded — routed to service team with one tap
Team wants to know which conversations are unresolved	✗No visibility — no one knows how many messages are waiting unless they manually check everyone's phones	✓Shared inbox shows every needs-reply conversation with timestamp — AI flags any message unanswered after 24 hours

Use Cases

Built for every type of customer conversation your business manages.

HieCOR 2-Way Text Messaging works for order updates, delivery coordination, service communication, sales follow-up, and billing inquiries — all from one shared inbox.

Delivery coordination

Keeping customers informed before, during, and after delivery

Your delivery crew has 8 stops today. Every customer needs an arrival window text this morning, an en-route notification when the driver is 30 minutes away, and a delivery confirmation at completion. HieCOR sends all of them automatically. Any customer reply comes back to the shared inbox with the delivery record already loaded.

Morning arrival window sent automatically to all 8 customers
En-route notification triggered when driver begins the stop
Delivery confirmation sent at completion — reply goes to shared inbox

Sales follow-up

Keeping prospects engaged without losing context

A customer texted to ask about the refrigerator they saw in the showroom last week. Jamie AI identifies it as a sales inquiry, surfaces their visit history, drafts a reply with the product details and current pricing, and routes it to the associate who helped them. The associate reviews and sends in 30 seconds.

Sales inquiry identified and routed to the right associate
Product details and pricing attached to the draft reply
Full showroom visit history visible to the associate

Service support

Resolving service questions without the phone tag

A customer texts about a service appointment — they want to know if the technician will call ahead. Taylor AI identifies the service ticket, confirms the technician assignment, drafts a reply confirming the pre-call protocol, and logs the response. Customer gets their answer in under 2 minutes.

Service ticket identified and surfaced with the message
Reply drafted by Taylor AI with technician details included
Response logged on customer record and service ticket

FAQ

Questions buyers usually ask first.

Everything buyers ask before deciding whether HieCOR is the right platform.

AwarenessCan multiple team members share the same messaging inbox?

Yes. HieCOR 2-Way Text Messaging uses a shared team inbox where all customer messages are visible to authorized team members. Conversations can be assigned to specific team members, and needs-reply status ensures no message goes unanswered.

AwarenessDoes HieCOR connect messages to customer orders automatically?

Yes. When a customer message arrives, HieCOR automatically surfaces the matching customer profile, open orders, active service tickets, delivery status, and prior conversation history alongside the message.

AwarenessCan HieCOR send automated appointment and delivery notifications?

Yes. HieCOR sends automated texts at every configured milestone — appointment confirmations, arrival window notifications, driver en-route alerts, and delivery completion confirmations. All are logged on the customer record.

EvaluationHow does the AI reply drafting work?

Taylor AI reads the incoming customer message alongside the customer profile, order history, service record, and delivery status. It prepares a context-aware reply that your team reviews, edits if needed, and sends. Taylor does not send automatically — your team always approves the message before it goes out.

EvaluationCan messages include payment links, tracking URLs, or estimate links?

Yes. Your team can attach a text-to-pay link, delivery tracking URL, or estimate approval link directly in a reply — from saved templates or manually — without switching to another system.

EvaluationHow are urgent messages flagged?

Taylor AI monitors incoming messages for urgency signals — payment disputes, delivery complaints, service escalations, and frustrated sentiment. Urgent messages are flagged with a priority indicator so your team addresses them first.

DecisionHow is HieCOR 2-Way Text Messaging priced?

HieCOR 2-Way Text Messaging is included as part of the broader HieCOR platform. Messaging volume and number of active lines are factored into overall platform pricing. Pricing is discussed during the demo.

DecisionWhat does implementation look like for 2-way messaging?

HieCOR's US-based implementation team handles phone number setup, inbox configuration, team access, automated notification templates, and integration with your order and service records. Most businesses are live within 45 days.

Every customer text. Every team member. One shared inbox with context already loaded.

From incoming text to resolved customer conversation — one connected messaging workflow.

Every customer message lands in one shared inbox — with context already attached.

Match every message to the right order, ticket, or invoice instantly.

Reply faster with templates, saved responses, and AI-drafted copy.

Route the right message to the right team — without losing context.

Send automated messages at every order and delivery milestone.

Close every conversation with a full record of what happened.

Built for businesses that text customers — and need to track what was said.

Shared team inbox

Order & service context

Automated milestone notifications

Saved templates & quick replies

Team routing

AI reply drafting

AI working your customer conversations every day.

What changes when customer texts are connected to order and service data.

Built for every type of customer conversation your business manages.

Keeping customers informed before, during, and after delivery

Keeping prospects engaged without losing context

Resolving service questions without the phone tag

Questions buyers usually ask first.

Ready to see HieCOR 2-Way Text Messaging in action?