How do I text a customer?
In Conversations, click +, pick the customer, write in the box with Text picked, then tap the round send button. The reply comes back in the same thread.
Open Conversations, click + (New conversation) and pick the customer: their conversation opens. With Text picked above the box, write your message and tap the round send button. 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) beside the search.
Click: Conversations › +
Step 2: Pick the customer
Type a name, phone or email in Search a client and click the customer: their conversation opens, ready to write. 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: Write the text
The small pill above the box says Text; if it says something else, click it and pick Text. Write in the box: it grows as you type. Under it you see your number and how many characters and texts it makes. To add a picture, click Attach a photo beside the box. In a new conversation, your team's Quick replies show above the box: tap one to add it.
Click: Text ▾ › Text
Step 4: Send it
Tap the round send button (Send text), or press Shift + Enter. Enter alone starts a new line. The text shows in the conversation, with Delivered once it reaches the phone.
Click: Send text
Good to know
Already in a customer's conversation? Write in the box at the bottom, with Text picked in the pill above it.
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.
The owner sets the Quick replies in Settings › Email.
Texts use credits. See What uses credits?
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.