Collecting photos and documents from customers by text, safely
Photos speed up estimates and claims, but texts are not secure. What is fine to request by text, what is not, and how to move sensitive files to a safer channel.
·5 min read
Customers can send a photo in seconds, and a clear image of a leaking pipe, a damaged roof, or a car's dent can save an on-site visit. Texting is the easiest way to get it.
But text messages are not a secure channel, and not every file should travel through one. The skill is knowing which requests fit.
Good uses for photo requests
Photos suit situations where the image itself is the information and carries little risk: estimates for home projects, damage assessments, product identification, and before-and-after documentation. Ask for specific angles, and tell the customer what to include so you do not need multiple rounds.
- ✓A wide shot and a close-up of the problem
- ✓A photo of any model or serial label
- ✓Something for scale, like a hand or a tape measure
Be specific about what you need
Customers send better pictures when told exactly what to send. "Can you text two photos: one of the whole ceiling and one close-up of the stain?" gets a better result than "send some pictures." Remind them to hold the phone steady and keep the image in good light.
What to keep out of text
Standard texting is not encrypted end to end between you and the customer. Do not ask for photos of identification, bank cards, signed contracts, insurance cards, or medical records. If your business handles health information, treat any such request with particular care.
Move sensitive files to a secure channel
When you need a document, send a link to a secure upload page on your own domain, or ask the customer to use your portal or email. Tell them why: "For your security, please upload that through our secure form." Customers generally appreciate the care.
Mind the cost and the size
Picture messages are more expensive than plain text and can be large, so ask for only what you need. Save useful photos to the customer's record so they are not buried in the thread, and delete images you no longer need.
A photo request template and tips
A clear request gets better photos in fewer tries. Say what you need, why, and how to take it. For example: "To prepare your estimate, can you text two photos of the damaged area: one from a few feet back and one close up? Good light helps."
Tell customers how you will use the images and reassure them that you will keep them with their job record. Save useful photos to the contact's record promptly so they do not get lost in a long thread.
- ✓Ask for specific angles and distances
- ✓Mention lighting and keeping the phone steady
- ✓Explain why you need the photos
- ✓Save the images to the customer's record
Key takeaways
- →Photos work well for estimates, damage assessment and identification.
- →Tell customers exactly which photos to send.
- →Keep IDs, cards, contracts and medical records out of text.
- →Direct sensitive files to a secure upload page on your own domain.
- →Picture messages cost more, so request only what you need.
Put this into practice with Text2Sale
Import leads, create follow-up campaigns, organize replies, and connect texting, calling, and appointments in one workspace.
Frequently asked questions
Are photo texts secure?
Standard text messages are not a secure channel. Use them for low-risk images, and use a secure upload for anything sensitive.
Do picture messages cost more?
Yes. MMS generally costs more than SMS, so ask only for what you need.
What should I never request by text?
Government ID, payment card details, signed contracts, insurance cards, and medical records.