To start, it’s important to remember how you pay Thumbtack for leads. You don’t pay us until a customer contacts you--for instance, when a customer messages you on Thumbtack, sends you a text, or calls you. In order to accurately charge you for those leads, we therefore have to know when a customer contacts you. So here’s how that works across different kinds of communication methods:
Contacts on Thumbtack: If a customer contacts you through our own platform, that’s easy--we know that occurs.
Text Messages: We are considering functionality where a customer could text you through the masked phone number on your profile, and we would, deliver the message to you through Thumbtack. We therefore would know the contact occurred and have its contents on our platform. If, however, a customer later gets your actual phone number and texts it, we won’t know anything about it.
Please keep your questions coming. We care about your privacy and do not want to misuse the trust you put in us.