Customer messages

Every customer record has an Inbox tab: one message thread between your team and that customer. A number on the tab shows how many messages your team hasn't read yet, and the Show only unread filter in the customer list finds customers with unread messages.

Send a message

1. Open the customer and select the Inbox tab.
2. Type your message. To point the customer at a specific order, invoice or bill of lading, type # and pick it from the suggestions.
3. To attach files, use the paper-clip button and select Attach file.
4. Press Enter or select the send button.

Your message is saved in the thread and emailed to the customer, with a way for them to reply. Their reply is added to the same thread, so the whole conversation stays on the customer record. Customers who have Customer Portal access can also write to you from the portal, and those messages appear here too.

Work with messages in the thread

• Reply to a specific message to keep related messages together.
• React to a message with an emoji.
• Download files that were attached to a message.
• Delete a message you no longer need.
• Messages that relate to an order show a Linked Order reference.

When a customer answers a delivery appointment request, their answer — the date and time they proposed — appears in the thread as well, with actions to approve it or ask for a new appointment.