What you'll need
- Signal
- The customer's mobile number or email address
- Open Messages from the top of Customers or from More, or choose Messages on a customer's page.
- Choose a conversation, or choose New message and pick a customer.
- Under Send by, choose Text or Email. For an email, add a Subject.
- Write your Reply, or tap Templates to start from one.
- Choose Send reply. Or choose Send from my phone to send the text from your own phone's messages.
What happens next
The message shows in the conversation, with Sending, Opened or why it wasn't sent. Texts count against your plan's text allowance. Merge fields such as {first_name} are filled in when it sends.
If something goes wrong
- “They've stopped texts”: they replied STOP, so texts won't go until they reply START. Send an email instead.
- “No way to reply here”: add a phone number or email to their record first.
- “This number isn't a customer's”: add them as a lead or customer with this phone number to reply from here.
- “The message didn't send”: the reason is shown. Try again.
- “It opened in Messages, but isn't in the history”: the text went from your phone, but wasn't saved here.
Who can do this
The owner, and managers with Can message customers.
Still stuck? Send us a message.