Reply on every channel
You can write to customers yourself from the Inbox, on the same channel they used to reach you. Your reply goes out from your business number or account, and it is saved in the thread with everything your receptionist said.
Where you can reply from the Inbox
| Channel | Reply from the Inbox |
|---|---|
| Message (SMS) | Yes, on Core, in the US, with texting turned on |
| Chat (website) | Yes |
| Yes | |
| Messenger | Yes |
| Yes | |
| Voice (phone calls) | No. Use Call to call back |
| Website forms | No. Use the contact details on the lead |
Text messages on the Solo plan
On Solo, your number only texts appointment confirmations and reminders. A customer's reply is saved in the thread, but there is no message box; the thread suggests calling the customer back. Two-way texting is part of Core.
Send a reply
- Open Inbox › All conversations and select the conversation.
- Select Take Over. The message box only appears while a person has control of the conversation.
- Type your message. Press Enter to send, or Shift+Enter for a new line.
- Select Send Message.
Replies are text only. A counter appears when you get close to the length limit for that channel.
Under each reply you sent, the thread shows whether it was Sent, Delivered or Read, or "Not delivered" with the reason.
Following up on a call
Call leads do not have a message box. Open the lead and use the buttons at the top:
- Call starts a phone call from your own device.
- The text-back button opens your own messaging app, or WhatsApp, with a short follow-up already written. That message is sent from your device, not from the Inbox.
- Add note saves a note on the lead.
When a reply does not go through
The message box tells you why and keeps what you typed.
- "This conversation is not in human-handling mode." Someone returned the conversation to your receptionist. Select Take Over again.
- A message that starts "This channel is not connected". Reconnect it under Settings › Integrations, then send again.
- A message that starts "This customer replied STOP". Their carrier blocks texts from your business to that number.
- "Sending is currently paused for this account." Check Settings › Plan & billing. If your plan is active, select Submit a ticket in Help.
- Outside the 24-hour window. WhatsApp, Messenger and Instagram limit when you can write. See "The 24-hour messaging window".