> ## Documentation Index
> Fetch the complete documentation index at: https://www.carstoragesoftware.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Respond to a conversation
> Review the full customer timeline and choose the best way to reply from Inbox.
Use this guide when a customer has already contacted your team and you need to answer from the [Inbox](https://www.carstoragesoftware.com/dashboard/inbox).
You will learn how to open the right conversation, read the full history, choose text or email or a call, and send a clear reply your customer can trust.
## What you will accomplish
* Open the correct customer conversation.
* Read recent texts, emails, and calls before you reply.
* Choose the channel that fits the customer's question.
* Send a reply that matches what your team can actually do next.
## Before you start
* Make sure you are on the [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) page.
* Confirm the customer name, email, or phone number before you reply.
* Read the latest message and at least a few earlier messages so you understand the full request.
* If the customer mentions a car, invoice, appointment, or contract, open that record in another tab if you need to verify details.
* If another teammate is already handling the message, coordinate before sending a second reply.
* If **Text** or **Email** is gray, review [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings) first.
## Open the conversation
Go to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) from the dashboard sidebar.
The left side shows the conversation list. Each row includes the customer name or phone number, the most recent activity, and channel labels such as **Text**, **Email**, or **Call**.
Scroll the list or type in **Search** to find the customer you need.
You can search by name, email, or phone number.
**Note:** The main **Search** box filters conversations you already have. It does **not** search company names. To search by company, click **+** and use the new-conversation search panel instead (see [Start a new Inbox conversation](/docs/inbox/start-a-new-inbox-conversation)).
In the conversation list on the **left**, click the full row for the customer you want to answer—not just their name in the message preview on the right.
**Tip:** Each row is a button. Click anywhere on the row that shows the customer's name and the gray preview line underneath.
The timeline opens on the right. The customer name, phone number, and contact information appear at the top.
Look at the name, email, and phone number at the top of the conversation.
This matters because some customers may have similar names or more than one car. Taking a few seconds to confirm the person prevents private information from going to the wrong customer.
**Expected result:** You see the customer's full message history on the right side of the screen.
*Open the customer conversation first, then review the recent timeline before writing your reply.*
## Two search boxes — know which one to use
Inbox has two different search fields. They look similar but do different jobs.
| Search field | Where it is | What it finds |
| - | - | - |
| **Search** (conversation list) | Above the customer list on [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) | Existing conversations by customer name, email, or phone |
| **Search conversations** (Overview panel) | Top of the Inbox panel on [Overview](https://www.carstoragesoftware.com/dashboard/v2) | Same as above, but only inside that dashboard panel |
| **Search customers or enter phone…** | Opens after you click **+** | Customers in [Contacts](https://www.carstoragesoftware.com/dashboard/contacts) **and** unsaved phone numbers, including **company name** |
*The main **Search** box filters conversations you already have. The **+** button beside it starts a new thread or texts a number that is not saved yet.*
**Why this matters**
If staff cannot find a customer in the main **Search** box, they may still find the person through **+**. Sending them to Contacts first prevents duplicate customer records.
## Review the timeline before replying
One customer conversation can include **texts**, **emails**, and **phone calls** in a single timeline. You do not need to open three different apps—the history stays together so your team sees the full story.
The timeline can include several types of activity.
* **SMS** means a text message.
* **EMAIL** means an email message.
* **INBOUND** or **OUTBOUND** call entries show phone activity.
* Image attachments may appear under text messages — click a photo to view it larger before you reply.
* Call entries may include a **Transcript** button when a recording or voicemail transcript is available.
### When a customer sends a photo
Customer photos usually appear below their text message as a small preview.
**Why this matters:** Customers often send damage photos, registration cards, or insurance documents by text.
Click the preview to see the full-size photo in a new browser tab or viewer.
**Expected result:** You can read details (plate numbers, tire wear, dents) before you promise next steps.
Reference what you actually saw. Example: "We received your tire photo — the front-left looks low. We will check pressure at pickup."
If you need the file saved on the customer record, ask an admin whether your team also uploads documents from [Contacts](https://www.carstoragesoftware.com/dashboard/contacts).
Use the filter buttons near the top of the conversation when you want to focus on one type of activity:
* **Texts** — show only text messages.
* **Emails** — show only email messages.
* **Calls** — show only phone calls and voicemails.
Click the same filter again to return to the full timeline.
Select the customer in the list on the left, such as **Alex Morgan**.
Near the top of the timeline, click **Texts**, **Emails**, or **Calls**.
**Expected result:** The timeline shows only that type of activity. This is helpful when a customer has a long history and you only need to review emails or calls.
Click the same filter button again to see everything together.
*Timeline filters help you focus on texts, emails, or calls without scrolling through unrelated messages.*
**Why reading first matters**
Customers often repeat a question when they think nobody saw the first message. Reading the timeline first helps you answer once, clearly, and with the right details.
## Choose the best way to reply
Choose the channel based on what the customer needs.
At the bottom of the conversation you will see **Text** and **Email**. Near the top you may also see **Call** when the customer has a phone number on file.
*Use **Text** for short updates, **Email** for longer written replies, and **Call** when a live conversation is faster than typing.*
Click **Text** when your answer is short and time-sensitive.
Good text examples:
* "Your car is ready at the front entrance."
* "We received the photo. We will review it now."
* "Your appointment is confirmed for 10 AM."
Click **Email** when your message needs a subject line, more detail, or a record that is easier to search later.
Good email examples:
* A service estimate explanation.
* A billing question.
* A recap after a phone call.
* A message with several next steps.
Click **Call** when the customer needs a faster back-and-forth conversation or when the topic may be confusing by text.
After a call, add a short written follow-up if the customer or your team needs a record of what was decided.
For **Call** vs **Quick call**, see [Call a customer from Inbox](/docs/inbox/call-a-customer-from-inbox).
For step-by-step channel instructions, see [Send a text message from Inbox](/docs/inbox/send-a-text-message-from-inbox) or [Send an email from Inbox](/docs/inbox/send-an-email-from-inbox).
## Open related records while you reply
Customers often ask about a specific car, invoice, or appointment. Inbox shows the message history, but you may still need to open other pages to confirm facts before you reply.
Read what the customer named—for example **Huracan**, **Tuesday at 2**, or **last month's invoice**.
Common pages staff check:
* [Cars](https://www.carstoragesoftware.com/dashboard/cars) — vehicle location, service history, parking spot
* [Schedule](https://www.carstoragesoftware.com/dashboard/schedule) — appointment date and time
* [Payments > Invoices](https://www.carstoragesoftware.com/dashboard/payments/invoices) — billing status
* [Contacts](https://www.carstoragesoftware.com/dashboard/contacts) — customer email, phone, and linked vehicles
**Why this matters:** A fast wrong answer is worse than a short delay. Opening the record takes a few seconds and prevents billing or scheduling mistakes.
Use the facts you confirmed. If you need more time, use **Mark unread** so a teammate knows follow-up is still needed.
## Write a clear reply
Before you send, make the reply easy for the customer to understand.
* Use the customer's name when it feels natural.
* Answer the question directly in the first sentence.
* Include dates, times, vehicle names, and next steps when they matter.
* Avoid internal shorthand the customer may not understand.
* If you are not sure, say what you are checking and when you will follow up.
**Example clear reply**
Hi Alex, yes. We will stage the Huracan at the front door tomorrow at 10 AM. If the weather changes, we will text you before moving it outside.
## Know when a teammate is already working
When another staff member is viewing the same conversation, you may see a short note below the customer name, such as **Alex is typing…** or **Sam is on a call…**
Pause before you send your own reply if someone else is already responding. This helps your team avoid two different answers to the same customer.
For more detail on **Live** updates, sender initials, and handoffs, see [Coordinate with your team in Inbox](/docs/inbox/coordinate-with-your-team-in-inbox).
## Mark a conversation for follow-up
Sometimes you read a message but cannot finish the reply right away. Marking a conversation unread reminds your team that someone still needs to respond.
On the left side of [Inbox](https://www.carstoragesoftware.com/dashboard/inbox), find the customer row you want to flag.
**On a computer:** right-click the customer's name in the list.
**On a phone or tablet:** press and hold the customer's name until a menu appears.
Click **Mark unread**.
**Expected result:** The conversation shows as unread again (for example, a blue dot or bold name) so the next staff member knows follow-up is still needed.
*Use Mark unread when you reviewed a message but cannot finish the reply yet.*
## Write and send your reply
Click **Text** or **Email** at the bottom of the conversation.
**Why this matters:** The channel you choose is how the customer receives your answer. Match their question when you can—if they texted, they usually expect a text back unless the answer is long.
Write a clear reply in the composer at the bottom.
For texts, press **Enter** to send or **Shift+Enter** for a new line. For email, fill in **Subject** and **Write your email…**, then click **Send email**.
Click send, then confirm your message appears in the timeline.
**Expected result:** Your outbound message shows in the timeline with your team's initials (when shown) so the next shift knows who replied.
## Use AI only as a starting point
If **Suggest with AI** appears, you can use it to draft a possible response. Always read the suggestion before using it.
AI can help with wording, but your team is still responsible for checking that the details are correct.
**Not the same as AI Assistant**
**Suggest with AI** lives inside [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) and drafts a reply from the **current conversation** (recent texts and emails). The separate [AI Assistant](/docs/ai-assistant/use-the-ai-assistant) page in the sidebar can search records, propose schedule changes, and help with broader tasks. Use Inbox suggestions for customer replies; use AI Assistant when you need to look up cars, parking, or records across the facility.
For step-by-step instructions, see [Use AI-suggested replies in Inbox](/docs/inbox/use-ai-suggested-replies-in-inbox).
## What success looks like
After you respond:
* The reply appears in the conversation timeline.
* The message uses the correct channel: text, email, or call.
* The customer can understand the answer without needing another explanation.
* Any promised follow-up is clear to your team.
## Common mistakes to avoid
**Do not reply before checking the customer**
Always confirm the customer name and contact details before replying. This is especially important when two customers have similar names or family members share a vehicle account.
**Do not answer from memory if records may have changed**
If the customer asks about a car, invoice, appointment, or contract, open that record before giving a final answer.
**Do not use text for sensitive or complicated details**
Use email or a phone call when the message includes several details, payment questions, or anything that may need a longer explanation.
## Troubleshooting
**The Text button is disabled**
Text messaging may not be set up, or the customer may not have a valid phone number. Ask an admin to review [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings).
**The Email button is disabled**
Email sending may not be set up, or the customer may not have an email address on file. Check the customer record and your email settings.
**I do not see the conversation I need**
Use **Search** in the conversation list. You can also check [Contacts](https://www.carstoragesoftware.com/dashboard/contacts) to confirm the customer exists and has the right phone or email on file.
**I am not sure who should reply**
Pause before sending. Ask the teammate who owns the customer relationship, service appointment, billing question, or vehicle move. A slower but correct reply is better than two conflicting replies.
## What to do next
If you need exact steps for one channel, continue with [Send a text message from Inbox](/docs/inbox/send-a-text-message-from-inbox) or [Send an email from Inbox](/docs/inbox/send-an-email-from-inbox).
If the customer called instead of texting, review [Review calls and transcripts](/docs/inbox/review-calls-and-transcripts).
## Related topics
- [Respond to reschedule requests in Inbox](/docs/inbox/respond-to-reschedule-requests-in-inbox.md)
- [Start a new Inbox conversation](/docs/inbox/start-a-new-inbox-conversation.md)
- [Coordinate with your team in Inbox](/docs/inbox/coordinate-with-your-team-in-inbox.md)
- [Inbox overview](/docs/inbox/overview.md)
- [Use Inbox from your Overview dashboard](/docs/inbox/use-inbox-from-your-overview-dashboard.md)
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