Draft: this guide describes a feature customers can't use yet, so production leaves it out.
Send a text
Write in the box at the bottom of a thread and press Enter. The text goes from the number the customer contacted.
- Open the customer’s conversation.
- Check that Text is picked under the box. Note writes something only your team sees instead.
- Type your message and press Enter, or choose Send. Shift + Enter starts a new line.
The text goes from the number the conversation is on, so the customer hears from the number they already know. It shows on the right of the thread, and the conversation’s row in the list shows it as the latest line.
On your phone, the box works the same way: pick Text, type, and tap the send button. Return starts a new line there.
Text someone new
- Choose New text above the conversation list.
- In To, start typing a name, a company or part of a number. The list shows your contacts and the people your team has texted. Before you type, it suggests the people texted last.
- Pick someone, or type a whole number. A number nobody has texted yet shows as Text and the number.
- If your team has more than one number, pick the one it comes From.
- Write your message and choose Send.
If the number isn’t in your contacts, Add a name under To saves it first, so the conversation starts under their name. If your team already has a conversation with them on that number, the text goes there, and Open it takes you to it instead.
Updated