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Technician Pulse Connect Tab

The Pulse Connect tab on a technician's profile lets you send and read messages with that team member without leaving their record. You can view the full conversation history, send an SMS or email, switch between channels, and use the enhanced message composer — 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 technician's profile, your company's messaging feature may need to be enabled. Contact your administrator to check your feature settings.

Overview​

Every technician profile includes a set of tabs for different areas like pay, attendance, jobs, and notes. The Pulse Connect tab is where you handle all communication with that specific technician. Instead of switching to the full Messages page, you can read and reply right inside their profile.

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

The technician's phone number and email address are loaded automatically from their profile. If the technician has both a phone number and an email address on file, you can switch between SMS and email using the channel toggle in the message composer.

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

How to Open the Pulse Connect Tab​

  1. Navigate to Technicians from the left menu.
  2. Click on a technician's name to open their profile page.
  3. Click the Pulse Connect tab in the navigation bar at the top of the profile.

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

How to Send an SMS​

  1. Open the Pulse Connect tab on the technician's profile.
  2. Make sure SMS is selected in the channel toggle. SMS is the default if the technician has a phone number on file.
  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 technician. If the technician does not have a phone number, SMS will not be available. Add a phone number to their profile first using the Edit Technician drawer.

How to Send an Email​

  1. Open the Pulse Connect tab on the technician's profile.
  2. Switch the channel toggle to Email.
  3. Select or confirm the recipient email address. You can use the To, CC, and BCC fields for email messages.
  4. Enter a subject line.
  5. Write your message in the email composer. The enhanced composer supports rich text formatting including bold, italic, and lists.
  6. Click Send.

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

Switching Between SMS and Email​

The message composer includes a channel toggle that lets you switch between SMS and email at any time:

  • SMS — Available when the technician has a phone number on file and two-way messaging is enabled for your company.
  • Email — Available when the technician has an email address on file and email messaging is enabled for your company.

The conversation timeline shows messages from both channels together in chronological order. Each message is labeled with an icon so you can tell whether it was sent by SMS or email.

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 technician show their name. Messages from your office show the sender's name.
  • Message type — An icon indicates whether the message was sent by SMS or email.
  • Timestamp — The date and time the message was sent or received. Messages are grouped by day with date separators.
  • Email subject — For email messages, the subject line appears above the message body.

The conversation area fills the full height of the tab so you have plenty of room to review long message threads.

Unread Messages​

When the technician has unread messages, a badge appears on the Pulse Connect tab showing the number of new messages. Opening the tab and scrolling through the conversation marks messages as read.

Tips and Best Practices​

  • Check the phone number and email first. If a technician's contact information is missing or outdated, messages will not go through. Verify their profile before sending.
  • Use SMS for quick updates like schedule changes, shift reminders, or check-ins. Use email for longer messages or when you need a subject line and rich formatting.
  • Review the conversation before sending a follow-up. Scroll through the history to avoid repeating something already discussed.
  • Use the full Messages page for group communication. If you need to message multiple technicians, the main Pulse Connect page is more efficient than visiting each profile individually.
  • Keep messages professional. Pulse Connect maintains a permanent record of all messages. Keep communication clear, professional, and relevant to work.

Troubleshooting​

What you seeSolution
The Pulse Connect tab is missingYour company's messaging feature may not be enabled, or your role may not have the required permission. Contact your administrator.
SMS option is not availableThe technician may not have a phone number on file, or two-way SMS messaging may not be enabled for your company. Check the technician's profile and your company's messaging settings.
Email option is not availableThe technician may not have an email address on file, or email messaging may not be enabled for your company.
Messages are not loadingThis is usually a temporary connection issue. Refresh the page. If the error persists, check your internet connection.
Send button does nothingMake sure the message field is not empty. For email, confirm that a recipient address and subject line are entered.
Sent message does not appearAllow a moment for the conversation to refresh. If it still does not show, refresh the page.