What history has to answer
- What did we tell this customer, and when?
- What did they agree to, in writing?
- What did the site look like before we started?
- Which version of the document did they actually receive?
- Who sent it, and are they still here?
Why attachment delivery is not guaranteed
Sending a photo by text depends on carrier support and size limits. Email attachments can be stripped by a filter or bounce for exceeding a mailbox limit. A link to a portal avoids most of that, but requires the customer to log in.
Because none of the paths is certain, the practical rule is: store first, send second. If the file lives on the record, a failed send costs a resend, not the evidence.
Making history survive people
The most common evidence loss in service businesses is not a system failure — it is a technician with two hundred job photos on a personal phone leaving the company. If the photo was never uploaded, it never existed as far as the business is concerned.
The fix is habit plus a place: capture into the job, not the camera roll, and make finding a past job faster than scrolling a phone.