Every conversation with a customer or lead lands in one inbox, so nothing lives only in someone's pocket. Open Pipeline and choose Inbox.
The inbox
Each thread is labeled by who it is with: a customer, a lead, or a sender nobody has matched yet. An unknown sender can be linked to a record or turned into a lead.
- Search conversations by name or number.
- Filter to what needs a reply.
- Assign a thread to someone, or to yourself. Unassign hands it back.
- Open customer or Open lead jumps to the record.
Where messages come from
Threads also sit on the job they are about.
- Texts to your business number.
- Email replies.
- Messages from the customer portal.
- Voicemails, which arrive in the thread.
- Photos the customer sends.
The business number
Texts and calls need a business number. Each market can have its own. Inbound texts and calls go to the market that owns the number. Set it up in Settings, Selling, Texting: your phone line, carrier registration, call forwarding, voicemail, automatic texts and saved replies.
During the free trial
A business number is not part of the 14-day free trial. A number costs money to register and every text costs money to send, so they start when you pick a paid plan. During your trial, customer messages go by email. Rows in Texting say By email during your trial.
Opt-outs
A customer who replies STOP is opted out and it is recorded on their record. Courtesy hours hold non-urgent messages overnight.
Pro tip: Move customer texting off your personal phone as soon as you have a paid plan. The history stays with the company.