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Before you start
Messages go out through the channels you connect in settings.
- Connect at least one channel under Settings → Communication channels. See the Communications guide for Gmail, WhatsApp and Twilio.
- A contact needs an email address for email and a phone number for SMS or WhatsApp.
- Creating a contact also creates their conversation.
Send a message
Reply in an existing conversation or start a new one.
- 1
Open or start a conversation
Pick a conversation from the inbox, or choose Start a conversation and select a contact.ConversationsStart a conversation - 2
Choose the channel
Select email, SMS or WhatsApp. For email, add a subject. - 3
Write and send
Type your message, add emoji, pick a saved template or attach a file (up to 10 MB), then send.
Schedule a message
Write a message now and have it sent later.
- Open More send options next to Send and choose Schedule send.
- Pick the date and time. The message shows as scheduled until it goes out.
Internal notes
Leave notes on a conversation that only your team can see.
- Switch the composer to Internal note to write for your team.
- Notes appear in the conversation history but are never sent to the customer.
Need a reply suggestion?
Ask the AI assistant to draft a reply to a customer. It reads the conversation and suggests text, but never sends anything itself.
Manage the inbox
Keep the inbox focused on conversations that need attention.
- Search conversations by contact name or message.
- Select several conversations to delete them together.
- Sending messages and uploading attachments each need their own permission.