Before you start
The customer needs a mobile number or an email address on their record.
- Open Messages. The Inbox lists conversations, newest first. Unread ones say so.
- Open a conversation, or choose New conversation, pick the Customer and choose Write a message. You can also choose Message on a customer's page.
- Under Send a message, choose Send by: a text to their mobile, or an email. Emails can have a Subject (optional).
- Type the Message, or tap a quick reply such as That's booked in. Edit quick replies changes their wording.
- Choose Send reply. Ctrl + Enter (Cmd + Enter on a Mac) sends it too.
What happens next
When a customer texts back, the reply shows in their conversation. Texts from a number that isn't one of your customers' show by the number. If you've set a sender name in Settings, Messaging, customers can't reply to your texts.
When a customer replies to an email, it goes to the email address in Settings, Business details, not the Inbox.
A customer's page has the same conversation under Messages.
If something goes wrong
- “Write your message.”: the message box is empty.
- “Not sent: …”: the reason follows. Try sending the other way.
- They've replied STOP, so they won't get texts until they reply START. Email them instead.
- A number that isn't a mobile can't get texts. Add their mobile or email address to their record.
- To reply to an unknown number, add it to a customer's record, or call them back.
Who can do this
The owner and managers who can message customers.
Still stuck? Send us a message.