How do I text a customer?
In Conversations, click New conversation, pick the customer, choose Text, write, then click Send text. The reply comes back in the same thread.
Open Conversations, click New conversation, pick the customer, choose Text, write your message and click Send text. It leaves from your business number, and the customer's reply comes back in the same conversation.
Also called: SMS, text message, send a text, MMS, texto, message texte, envoyer un texto
Step 1: Start a new conversation
Click Conversations in the left menu, then New conversation.
Click: Conversations › New conversation
Step 2: Pick the customer
Type a name, phone or email in Search a client and click the customer. Someone new? Click New client, fill in Phone (and Name if you know it), then Continue. The record is made for you, and you complete it later.
Click: Search a client › the customer
Step 3: Choose Text and write
Under How do you reach…?, click Text. Write in the box. Under it you see your number and how many characters and texts it makes. To add a picture, click Attach a photo. Your team's Quick replies show above the box: tap one to add it.
Click: Text
Step 4: Send it
Click Send text, or press Ctrl or ⌘ + Enter. You see Text sent to…. Click See the conversation to open the thread.
Click: Send text › See the conversation
Good to know
Already in a customer's conversation? Pick Text under Send by and write there.
A text holds up to 1,000 characters. Long texts go out as several texts, and the count is highlighted.
Photos: JPEG, PNG, WebP or GIF, under 5 MB.
Texts use credits. See What uses credits?
The owner sets the Quick replies in Settings › Automatic messages.
If it doesn't work
"Create your account to get your business number." Texts start once your account has a number.
"Texts will work once your number is active." Your number is still being set up. Write by email meanwhile.
"No phone on this record." Add a mobile number to the customer.
"This number is a landline: a text would not arrive." Add a mobile number.
"This customer answered STOP and no longer gets your texts." They get texts again if they answer START.
"Out of credits: texts stopped until you add some." Add credits, then send again.
"Too many texts right now. Try again in a few minutes." Wait, then send.
"Pick a photo (JPEG, PNG, WebP or GIF) under 5 MB." Choose a smaller picture.
"The text didn't go out. Try again." Send it again. A text marked Not sent in the thread has a Try again button.