Overall it's a fantastic piece of software. There are a lot of improvements needed but I see enough potential with amwork that I had to invest something in them. I didn't go with tier 5 because I didn't quite feel they had enough going on right now to warrant the money but if you're a small business, tiers 1-3 are perfectly fine.

While my review may be somewhat critical, I decided that Amwork still should get 5 stars despite all the shortcomings because I want to see them succeed.

Let's start w/ the PROS:
Easy to learn (this is my opinion coming from other CRMs)
Support has always been helpful, even when I was on the trial the entire time! And I really put them through the test with tons of questions. Overall super impressed with their support (but this can change as they grow)
Lots of features/modules (you can manage virtually any process)
Easily pull people into a team chat for quick collaboration
Email integration is a huge plus. You can send and receive emails from multiple inboxes.

Now for the CONS:
sms needs to be enabled
no automatic link preview
no sound notification if amwork messenger is open
amwork doesnt always give a sound notification
option to delete/hide/archive chats
option to edit messages sent in team chat
option to record voice memo
option to hide/delete unwanted messages
option to reply to message
option to to tag a user in your message

Notes on work orders tied to a customer are not sync'd w/ customer notes
I suppose this can be a good and bad thing....? i see it as a negative... could cause confusion if everything isn't sync'd... perhaps maybe on the client profile you see ALL notes while just in work orders you would get those specific notes?

calls
ai transcription should be mandatory in 2025
calling seems to work however it's limited
would like to see:
mobile app w/ sms functionality
ability to listen in on calls w/ live transcript
call forwarding after no answer for 30 seconds / fallback #s / simultaneous ringing etc

calendar functionality is extremely limited but the basic booking ability is there...
book multiple appts in the same slot in either view
side view does not allow for intervals
option for weekly view
option for monthly view

mobile app
accept mobile payments
product brochure
for a home services business, it would be great if you can present 3 options to a customer as far as repair/replacement (good/better/best or bronze/silver/gold)

payment system:
send invoice
send estimate
check if invoice/estimate was viewed (quickbooks lets you see every time these are viewed)
esignature invoice/estimate

inventory:
should have something on the backend that puts together a product brochure for customers...
integrate this with a payment system and now we would be able to sell products right off amwork?

more date/time options:
international time / us time
date format standards (Date / Month / Year)

marketing:
auto call dialer
email blasts / email campaign
sms blast / sms campaign
voicemail blast

lacking these integrations (adding these covers 99.9% of most users SM requirements):
instagram
linkedin
google business page
x
tiktok
youtube

suggested future modules:
employee/staff training
performance tracking of individual users

while this may all sound somewhat critical, i think these are more like suggestions for improvements. the core software works and it works pretty well. I had 1 issue with downtime in the 10 days of testing so hopefully that isn't very common. they should definitely have some sort of backup option as well for all the data we're storing into the system. if they can give me more reasons to invest, i'll upgrade my tier for sure. all in all, this is a VERY SOLID BUY for what you're getting right now. I haven't exactly been big on reviews in the past , due to the time commitment to give an honest review... but amwork deserves my 2c! IF YOU CAN USE THIS TO REMOVE AT LEAST 2 OTHER TOOLS FROM YOUR TOOLKIT, IT'S PROBABLY WORTH BUYING