Before you start
- The customer record has a valid phone number or email address.
What you'll do
You will find a conversation, send a clear reply, and leave the inbox in a state the rest of the office can understand.
Handle a customer message
- 1
Open Messages
Choose Messages from the main navigation.
- 2
Open the customer conversation
Use the customer name or search to find the correct thread. Check the customer and job details before replying.
- 3
Write a useful reply
Answer the customer's question, include the next action, and avoid internal notes that the customer should not see.
- 4
Send and confirm
Send the message, then confirm it appears in the conversation with the correct delivery channel.
- 5
Leave a clear handoff
If someone else must act, add the job or customer note your team uses for internal follow-up.
Protect customer information
Do not send card numbers, passwords, or other sensitive information through ordinary messages.
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Include your business name, account email, what you were trying to do, what happened instead, and a screenshot if possible. For billing, sync, or login issues, include the exact error message if shown.