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How do I message my cleaning company?

Use Message Center on the web or Messages on your phone to talk with your cleaning company about a building, without sharing a personal phone number.

Use Clean Smarts chat to talk with your cleaning company about a building. On the web, this is Message Center. On the phone, it is MESSAGES. You can send text and photos, and see when someone has read a message you sent.

Applies to: Building-client customer users whose role includes Messaging (Customer) and who have access to the location. You see customer location chats and custom groups your cleaning company adds you to. You cannot create a custom group. Internal staff boards are not visible.

Before You Start

  • You need a Clean Smarts login and access to the buildings you want to discuss. You cannot create your own account.
  • On the web, sign in at app.cleansmarts.com.
  • On a phone, use the current blue and white Clean Smarts app. See How do I download the Clean Smarts mobile app?.
  • If Message Center or MESSAGES is missing, ask your cleaning company to turn on messaging for your user.
  • Sending and refreshing messages needs an internet connection.
  • For proof that work was completed, look at task photos in Quality > Tasks & Scans on the web (or completed work on your phone) instead of filling a chat with pictures.

Open Messages

On the web

  1. Sign in at app.cleansmarts.com.
  2. In the left-hand menu, select Message Center.

The conversation list is on the left. The open thread is on the right.

On the mobile app

  1. Open the Clean Smarts app.
  2. Tap MESSAGES in the bottom navigation.

Find a Conversation

Conversations are tied to a location you can access, or to a custom group your cleaning company added you to.

On the web

  1. Open Message Center.
  2. Choose a tab:
    • All shows every conversation you can access.
    • Customer shows location chats for your buildings.
    • Groups shows custom chats your cleaning company added you to.
  3. Use search above the list if you have many conversations.
  4. Click the conversation to open it.

Unread conversations appear first and show a count. You will not see an Internal tab or staff-only location boards.

On the mobile app

  1. Tap MESSAGES.
  2. Choose a tab:
    • Customers shows location chats for your buildings.
    • Groups shows custom chats your cleaning company added you to.
  3. Use Search at the top to find a conversation or name.
  4. Tap the conversation to open it.

Unread conversations appear first and show a number badge. An All or Internal tab appears only if your user also has staff messaging. Customer users typically see Customers and Groups.

Send a Message on the Web

To reply to a conversation that is already in the list:

  1. Open the conversation from Customer, Groups, or All.
  2. Type in Type your message... at the bottom.
  3. Click the send button.

To start a location chat that is not in the list yet:

  1. Click Create New Message.
  2. Select Customer Location Message.
  3. In To:, choose the location from Select location...
  4. Type your message and send.

The first send creates the conversation and opens it in your list. You can only pick locations you can access.

You cannot start a custom group. If Create New Message shows Group Message, do not use it to add people. Reply in Groups only after your cleaning company has added you.

Send a Message on the Mobile App

  1. Open the conversation.
  2. Tap Start typing and enter your message.
  3. Tap the send arrow.

Your new message appears on the right. While it is sending, it looks faded. Wait for it to finish before trying again.

There is no + button to start a new custom group. Open an existing location chat under Customers, or a group under Groups. If the location chat is not there yet, send the first message from the web Message Center, or ask your cleaning company to write first.

Send a Photo or Video

A photo of a current problem is useful in chat. Photos of completed work belong in Tasks & Scans, not in a long message thread.

On the web

  1. Open the conversation.
  2. Click the paperclip next to the composer.
  3. Choose an image, then send.

The web composer attaches images. It does not attach documents or other file types.

On the mobile app

  1. Open the conversation and tap the paperclip.
  2. Choose one of these options:
    • Take photo
    • Add photo from gallery
    • Record video
    • Add video from gallery
  3. Review the selected media. You can remove it or edit a photo before sending.
  4. Add text in Start typing if needed, then tap the send arrow.

Keep the app open and connected until a large video finishes. Messages does not attach documents from the phone composer.

Do not photograph access codes, identification documents, or people who have not agreed to be photographed.

See Who Read a Message

When at least one recipient reads a message you sent, Read and a double check mark appear next to the time.

On the web

  1. Find Read on a message you sent.
  2. Hover Read to see who read it.

On the mobile app

  1. Tap Read on a message you sent.
  2. Review the Read by list.
  3. Tap Close when finished.

Read appears only after someone has opened and viewed the message. Opening a conversation clears its unread count.

Use Groups Your Cleaning Company Created

If your cleaning company adds you to a custom group, that chat appears under Groups. You can reply there the same way you reply in a location chat.

You cannot:

  • Create a new custom group
  • Add or remove people from a group
  • See internal staff boards for a location

Ask your cleaning company if you need a different group or another person included.

Troubleshooting

  • I do not see Message Center or MESSAGES. Ask your cleaning company to turn on Messaging (Customer) for your user and to give you location access. After they change access, sign in again on the web, or reopen the app and use MORE > Sync.
  • A location conversation is missing. Confirm you are on Customer (web) or Customers (phone), then check search. If it is still missing, start it from the web with Create New Message > Customer Location Message, or ask your cleaning company to add that building to your access.
  • I cannot start a new group or I do not see +. Customer users cannot create custom groups. Reply in Groups after your cleaning company adds you.
  • I do not see staff or Internal chats. That is expected. Customer users only see customer location chats and groups they belong to.
  • I am not getting message alerts. Ask your cleaning company to turn on Messages - Customer for your user (app, email, or text). On a phone, also allow Clean Smarts notifications in the device settings.
  • New messages are not showing on my phone. Confirm you are online, leave the conversation and reopen it, then pull down on the conversation list. Use MORE > Sync if the list still looks stale.
  • A message turns red or will not send. Restore your connection, then try again. On the phone, tap a failed message once to retry it. Do not tap send repeatedly while a message is still faded.
  • A photo or video will not attach. On the phone, allow camera and photo-library access for Clean Smarts. On the web, attach an image file. Wait for a large video to finish uploading.
  • Read is not shown. The label appears only after at least one recipient has viewed the message.
  • I need pictures of completed work. Open Quality > Tasks & Scans on the web, or completed work on your phone. Do not ask the team to forward those photos through Messages.

Related Articles

Links to verify

  • What can I do in Clean Smarts as a customer? (sibling draft A1 — add the HubSpot URL after publish)
  • How do I find my way around Clean Smarts? (sibling draft A3 — add the HubSpot URL after publish)
  • How do I see completed tasks and photos for my building? (sibling draft B1 — add the HubSpot URL after publish)
  • How do I report a problem and track it until it is fixed? (sibling draft D1 — add the HubSpot URL after publish)
  • How do I turn on notifications from my cleaning company? (sibling draft G1 — add the HubSpot URL after publish)