Skip to main content
Use text messages for short updates that customers should see quickly. Good examples include pickup reminders, arrival instructions, quick confirmations, and simple follow-up questions.

​
What you will accomplish

  • Send a clear text from the correct customer conversation.
  • Add a photo when it helps the customer understand the update.
  • Confirm the message appears in the timeline for your whole team.

​
Before you start

  • Text messaging must be set up for your team. If Text is disabled, review Configure communication settings for Inbox.
  • The customer should have a valid phone number on file, or you should be sure the unsaved number belongs to the right person.
  • Keep the message short. Use email or a call for long explanations.
  • If you are sending a photo, make sure it is appropriate for the customer to receive.

​
Open the conversation

1

Go to Inbox

Open Inbox.
2

Select the customer

Click the customer conversation in the list.If the conversation does not exist yet, use Start a new Inbox conversation.
3

Review the latest messages

Read the recent timeline before writing.This helps you avoid asking a question the customer already answered.

​
Choose Text or Email at the bottom

Before you type, look at the bottom of the conversation area. You will see two tabs:
  • Text — for short, fast updates the customer will see on their phone.
  • Email — for longer answers that need a subject line or a formal written record.
Gray or disabled tabs?If Text or Email is gray, your facility may still be setting up phone or email sending. An admin should finish Configure communication settings for Inbox before you message real customers. You can still read the conversation history while setup is in progress.
Inbox composer at the bottom of a conversation showing Text and Email tabs with Text selected
Look for Text and Email tabs at the bottom of the conversation. Text should be highlighted when you are sending a short phone message.
Inbox text composer at the bottom of a conversation with Text selected and a drafted pickup message
Click Text at the bottom, type in Text message…, then click the blue send button. Look for delivered under your message after it sends.

​
Write and send the text

1

Click Text

At the bottom of the conversation, click Text.The text composer shows a field labeled Text message….
2

Type your message

Write a short, clear message.Include the important detail first. Example: “Hi Alex, yes. We will stage the Huracan at the front door tomorrow at 10 AM.”Keyboard tip: Press Enter to send. Press Shift+Enter to start a new line without sending.
3

Check the message before sending

Confirm the customer, car, date, time, and location are correct.This step matters because text messages often reach customers immediately.
4

Click the send button

Click the round blue send button at the right side of the text field (paper plane icon).The message appears in the timeline after it sends.
Expected result: Your outbound text appears in the timeline on the right side of the conversation. Under the message bubble you should see a small status line such as delivered.
Inbox timeline showing an outbound text message with a delivered status label beneath the message bubble
After a text sends successfully, look under your message bubble for delivered. That means the customer’s phone carrier accepted the message—not necessarily that they have read it yet.
What delivered meansDelivered means the text reached the customer’s phone carrier. It does not always mean the customer has read the message yet. If a customer says they did not see a delivered text, ask them to check message filters or blocked numbers.
Text field is gray or says messaging is not configuredIf the Text message… box is disabled, phone and SMS setup is not finished. An admin should open Configure communication settings for Inbox. Do not ask customers to watch for a text until Text is active.

​
Add an image to a text

Use an image when it helps the customer understand the update. For example, you may send a photo of a vehicle staged for pickup or a close-up of a part the customer asked about.
When a photo helpsPhotos work well for “your car is ready,” tire condition, damage documentation, or anything the customer asked to see. Keep the text message short and let the photo show the detail.
1

Click the paperclip button

In the text composer at the bottom of the conversation, click the paperclip button to the left of the message field.On a phone or tablet, this icon may look like a small clip.
2

Choose the image

Select one or more images from your computer or device.You can attach up to ten images on a single text. Each image appears as a small preview above the message field. Click the × on a preview to remove an image before sending.Use clear images. Avoid blurry photos or photos that show unrelated customer information.
3

Add a short note (optional)

Type a brief message that explains the image when it helps.Example: “Here is the front-left tire photo you asked for.”You may send images without text when the photo alone answers the customer’s question.
4

Send the message

Click the send button.The image and message appear in the conversation timeline.
Expected result: The customer sees both your note and the image in the same text thread. A small preview of each attached image appears above the message field before you send.
Inbox text composer showing an image attachment preview above the message field before sending
After you choose an image, a thumbnail preview appears above Text message…. Click the × on a preview to remove it before sending.

​
Know when a message actually sent

After you click send, watch the timeline—not just the message box.
1

Look for your message in the timeline

Your outbound text should appear on the right side of the conversation within a few seconds.Scroll up in the timeline if needed. Outbound team messages sit on the right; customer messages sit on the left.Expected result: A small delivered label appears under your message bubble when texting is configured and the carrier accepted the message.
2

If nothing appears

Check for a red error toast at the bottom of the screen. Common causes include texting not configured, a missing customer phone number, or a number formatted without an area code.Ask an admin to review Configure communication settings for Inbox.

​
What success looks like

  • The sent text appears in the conversation timeline.
  • The timeline shows the message as an outbound team message.
  • If you attached an image, the image appears below the message.
  • The customer can understand what you need or what happened next.

​
Tips for better customer texts

  • Keep one text focused on one topic.
  • Use exact times, such as 10 AM, instead of vague wording like “soon.”
  • Include the vehicle name when the customer has more than one car.
  • Do not send sensitive payment details by text. Use email, invoice links, or the customer portal when appropriate.
  • If a customer seems upset or confused, consider calling instead of sending several texts.

​
Troubleshooting

The Text field is gray or disabledText messaging may not be configured for your facility yet. Ask an admin to review Configure communication settings for Inbox. You can still read the conversation history while setup is in progress.
The Text button is disabledText messaging may not be configured, or the customer may not have a valid phone number. Ask an admin to review Configure communication settings for Inbox.
The image will not attachTry a common image type such as JPG, PNG, or GIF. If the image is very large, reduce the size or send it another way.
The customer says they did not receive the textConfirm the phone number on the customer record. If the number is correct, ask an admin to check the team’s phone and SMS setup.
The timeline shows FAILED instead of deliveredFailed (sometimes shown as undelivered) means the carrier did not accept the message. Common causes: wrong number, landline that cannot receive texts, or the customer blocked your facility number. Double-check the number in Contacts. If the number is correct, try calling the customer or sending email instead.

​
What to do next

If the topic becomes too long for text, switch to Send an email from Inbox or use the Call button from the conversation.