How to prove what a customer agreed to over text
When a customer says 'that's not what we agreed,' the text thread is the evidence — if you can produce it. Here's how to be ready.
- Keep the whole thread. Partial screenshots invite doubt. A complete, timestamped thread from a company number is far harder to argue with.
- Preserve timestamps and order. Who said what, and when, is often the whole question. Keep messages in their original sequence with times intact.
- Make it exportable. You want to hand over a clean export in minutes, not reconstruct a conversation from memory.
- Store it outside the rep's phone. If the only copy leaves when the rep does, you don't really have a record.
FAQ
Are text messages admissible?
Text messages are commonly used as evidence, but authenticity and completeness matter — a full, timestamped, tamper-evident thread is stronger than a lone screenshot. This is general information, not legal advice; ask your counsel about your situation.
Written for teams that close deals over text and want to be able to back it up.
General information, not legal advice.
Keep every customer text
KeepTrace captures every customer text from a shared team number — timestamped, searchable, and yours to export in seconds.
See how it works →Explore
Updated August 2026