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Customer Pulse Connect Tab

The Pulse Connect tab on a customer or lead detail page lets you send and read messages without leaving the record. You can view the full conversation history, send a new SMS or email, attach files, and schedule messages for later — all from one place.

Who Can Access This​

RoleAccess Level
AdministratorFull access (view and send messages)
Office ManagerFull access (view and send messages)
SalesFull access (view and send messages)
HR AdminFull access (view and send messages)
Payroll AdminFull access (view and send messages)
note

If you do not see the Pulse Connect tab on a customer or lead record, your company's messaging feature may need to be enabled. Contact your administrator to check your feature settings.

Overview​

Every customer record in MaidCentral Pulse includes a set of tabs for different areas like jobs, invoices, billing, and attachments. The Pulse Connect tab is where you handle all communication with that specific customer or lead. Instead of switching to the full Messages page or opening a separate app, you can read and reply right inside the customer record.

The tab shows a conversation view that combines both SMS text messages and emails into a single timeline. Messages you sent appear on one side, and messages from the customer appear on the other. The most recent messages show at the bottom so you can quickly catch up on where the conversation left off.

This is the same messaging experience you get in the full Pulse Connect Messages page, but scoped to just this one customer. If you need to search across all conversations or start a message to someone else, use the full Pulse Connect page from the left navigation menu instead.

How to Open the Pulse Connect Tab​

  1. Navigate to Contacts from the left menu.
  2. Click on a customer or lead name to open their detail page.
  3. Click the Pulse Connect tab in the navigation bar at the top of the detail page.

The tab loads the customer's message history automatically. If there are no messages yet, the conversation area will be empty and ready for you to send the first one.

How to Send an SMS​

  1. Open the Pulse Connect tab on the customer's detail page.
  2. Make sure SMS is selected as the message type. The composer defaults to SMS.
  3. Type your message in the text box at the bottom of the conversation.
  4. Click the Send button or press Enter.

The message is sent to the phone number on file for the customer. If the customer does not have a phone number, the send button will not work. Add a phone number to their profile first.

How to Send an Email​

  1. Open the Pulse Connect tab on the customer's detail page.
  2. Switch the message type to Email using the toggle near the composer.
  3. Enter a subject line in the subject field that appears.
  4. Type your message in the body area.
  5. Click the Send button.

The email is sent to the email address on file for the customer. If there is no email address on file, you will need to add one to the customer's profile before sending.

How to Attach Files​

You can attach files to your messages in two ways:

  1. Click to upload — Use the file attachment button in the composer to browse and select files from your computer.
  2. Drag and drop — Drag a file from your desktop or file explorer directly onto the message area. A drop zone will highlight when you hover over it.

To remove a file before sending, click the remove button next to the file name.

How to Schedule a Message​

If you want a message to go out at a specific date and time instead of immediately:

  1. Compose your message as usual (SMS or email).
  2. Click the Schedule option in the composer area.
  3. Pick the date and time you want the message sent.
  4. Confirm the scheduled send.

The message will be held and delivered at the time you chose.

Understanding the Conversation View​

The conversation timeline shows messages in order from oldest at the top to newest at the bottom. Each message displays:

  • Who sent it — Messages from the customer show the customer's name. Messages from your office show "MaidCentral Office."
  • Message type — An icon or label indicates whether the message was sent by SMS or email.
  • Timestamp — The date and time the message was sent or received.
  • Status — Whether the message has been delivered or read.
  • Subject line — For email messages, the subject line appears above the message body.

Pulse Connect Tab on Lead Records​

The Pulse Connect tab also appears on lead records, not just customers. This makes it easy to follow up on estimates or new inquiries. The experience is the same — you can send SMS or email and see the full conversation history with the lead.

Tips and Best Practices​

  • Check the phone number and email first. If a customer's contact information is missing or outdated, messages will not go through. Verify their profile before sending.
  • Use SMS for quick updates like appointment confirmations or reminders. Use email for longer messages or when you need to include a subject line.
  • Review the conversation before sending a follow-up. Scroll through the history to make sure you are not repeating something already discussed.
  • Schedule messages during business hours. Customers are more likely to read and respond to messages received during the day.
  • Use the full Messages page for bulk work. If you need to message multiple customers, the main Pulse Connect page (under the left navigation) is more efficient than visiting each customer record individually.

Troubleshooting​

What you seeSolution
The Pulse Connect tab is missingYour company's messaging feature may not be enabled. Ask your administrator to check feature settings.
"Failed to load messages" errorThis is usually a temporary connection issue. Wait a moment and refresh the page. If the error persists, check that the customer has a valid ID in the system.
Send button does nothingThe customer may not have a phone number (for SMS) or email address (for email) on file. Open their profile tab and add the missing contact information.
Messages are not appearingMake sure you are on the correct customer record. Messages are tied to a specific customer. Also confirm your internet connection is stable.
File attachment not workingTry a different file format or check the file size. Very large files may not upload successfully.