Reply to customers from the inbox

Each person has one thread, whichever way they got in touch. If someone texts on Monday and emails on Tuesday, it's all in the same place.

Reply to someone

1. Open the Inbox and pick a conversation.
2. Check how it will be sent. The composer picks the channel they last used, and you can change it to SMS or Email.
3. Type your reply, then choose Send text or Send email, or press Ctrl and Enter.

Texts over 160 characters are split into parts, and each part is charged. The composer shows you how many you're using.

See what needs you

The tabs at the top filter the list: Mine, Unassigned, All, Unread, Starred and Done. Press J and K to move up and down the list.

Waiting on you, on Home, shows the same unread conversations.

Work as a team

• Assign a conversation to someone with the button at the top of the thread.
• Star it to find it again later.
• Switch the composer to Note to write something only your team sees. Type @ to mention someone.

Finish a conversation

Choose Done at the top of the thread. It moves to the Done tab, and reopens by itself if they reply. To come back to something later, use Mark as unread in the More actions menu beside it.

Start a conversation

Choose New message and search for a contact, or choose Add a new contact.

When someone can't be messaged

If a contact has no number or email, or has opted out, the composer tells you and won't send. Anyone who texts STOP is opted out of texts automatically, and START opts them back in.