Answer customer texts
Read and reply to customers' texts in Customers → Texts, from your business's own number.
When a customer texts your business's number, the conversation shows in Texts, newest first, with how many are unread.
Steps
- Go to Customers and choose Texts.
- Tap a conversation. The customer's name opens their record.
- Write your reply and tap Send. It goes from your business's number, with your business name in front.
New texts show up on their own while the page is open. Team members who can see customer contact details also get a notification.
Who sees texts
The owner, and team members whose Messages access is on in Team. Members who can't see customer contact details (usually technicians) only see conversations with customers on their own jobs, by name, never the phone number.
When you can't reply
- Your number isn't on yet: the page says your number is being verified. Write your reply and tap Text from my phone to send it from your own phone. See Get your texting number.
- The customer replied STOP: the conversation says Opted out and there's no reply box. If they reply START, you can text them again.
Didn't work?
Texts is empty
Your business needs its own number first, or no customer has texted it yet.
I can't open Texts
Ask the owner to turn on Messages for you in Team.