💬Messaging (shared inbox)

Text customers from a shared team inbox.

Messaging is a shared SMS inbox for your whole office — every text conversation with customers in one place. Open Messaging in the left sidebar. Open Messaging →

Every customer text conversation in one shared inbox.

What you can do

• See every conversation — filter by All / Unread / Flagged, or search by name or message.

• Reply to inbound texts — customers can text you back; replies land here, not on someone's personal phone.

• Start a new conversation — click New message and search leads, prospects, or customers.

• Jump to the person — open the customer profile straight from a conversation.

Notifications

Choose how you're alerted about new replies in Settings → General → Notifications: switch Push on or off for New customer message. It's a push alert on your phone from the mobile app; there's no email version of this one.

Good to know

• If a customer has opted out of SMS, the conversation says so and you can't text them until they opt back in (they can text START to rejoin). The opt-out also stops automated texts to them, including your automations, the day-before job reminder, and review requests. Those texts show as skipped, not failed. Email is unaffected.

• Automated texts (invoices, reminders, automations) and Dispatch batch messages are separate sends — the inbox is for conversations.

• The first time your team uses Messaging you'll be asked to accept the messaging terms — the phone carriers require this.

• Call and Send SMS on a customer's profile (in their phone number, or ⋯ → Send SMS) use your own phone's or computer's calling and texting apps, not this inbox. To text from your company's Shortcut number, start the conversation here with New message.

Still stuck?

Email [e-mail] with the customer name and a screenshot of the conversation.