TEXT A CUSTOMER

Every text conversation with a customer lives on that customer's MESSAGES tab. These are real SMS messages sent from your company's business phone number to the customer's phone — replies come back into the same thread, so the whole history stays with the customer record.

In a hurry, the ⚡ ACTIONS menu on the customer header has a TEXT shortcut that takes you straight to texting.

§Before you can text

• ◆Your company needs the Phone add-on with a live business number. Until then, the SMS thread and composer stay hidden — see "Set up your business phone number" in this category.
• ◆The customer needs a valid phone number on file. If the number is missing or can't be parsed, the thread shows a fix-it message instead of a composer — edit the contact in the customer header to correct it.

§Send a text

1. 01Open the MESSAGES tab. You will see two threads: TEAM · INTERNAL and an SMS thread named after your customer. Pick the SMS thread.
2. 02Type your message, or tap a chip from the quick replies row to drop in a saved snippet.
3. 03Send. Delivery runs through your business number, and replies land back in this same thread.

§Quick replies

The chip row above the composer holds your saved quick replies — your personal snippet library for messages you send all day, like on-my-way notices or review asks. Manage the library at Avatar chip → MY SETTINGS → Quick Replies.

§Incoming texts and failed sends

Inbound replies appear in the thread in realtime — no refresh needed. Failed sends render distinctly, so you always know when a message never reached the customer and can send it again. Texts also flow into the customer's TIMELINE tab, where the MESSAGES filter chip isolates them.