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Use email when a message needs more detail than a text. Email is a good choice for service estimates, billing explanations, appointment summaries, document follow-up, and any message the customer may want to find later.

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What you will accomplish

  • Send a customer email from the correct Inbox conversation.
  • Write a clear subject line and easy-to-read message.
  • Keep the email in the same customer timeline for your team.

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Before you start

  • Email sending must be set up for your team. If Email is disabled, review Configure communication settings for Inbox.
  • The customer must have a valid email address on file.
  • Know the main point you need the customer to understand.
  • If the email mentions a car, invoice, appointment, or contract, confirm those details before writing.

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Open the email composer

1

Open Inbox

Go to Inbox.
2

Select the customer

Click the customer conversation.Read the latest messages before replying.
3

Click Email at the bottom

At the bottom of the conversation, click Email.The email composer shows a Subject field and a larger message field labeled Write your email… (some screens shorten this to Write an email…—both mean the same box).If Email is gray: Ask an admin to finish setup in Configure communication settings for Inbox, and confirm the customer has an email address on file.Why Email vs Text: Text is for short phone updates. Email adds a Subject line and a larger writing area—better when the customer needs to search their inbox later or when you are explaining several details.
Expected result: The Subject field and email body field are ready for you to type.
Inbox conversation with the Email tab selected at the bottom showing Subject and Write your email fields
After you click Email at the bottom, you will see Subject and Write your email…. If a yellow Messaging isn’t configured yet notice appears, an admin must finish email setup before you can send.
Email button is gray?If Email is disabled at the bottom of the conversation, email sending may not be finished in Settings > Communications. Common reasons include an unverified email domain or a missing customer email address on file. You can still reply to an existing customer email with Reply on that message in the timeline when email is configured.
Shortcut: Reply to an email already in the threadIf the customer sent an email, you can click Reply on that email in the timeline instead of starting from a blank composer. See Reply to an existing email below.

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Write the email

1

Write a clear subject

Use a subject that tells the customer what the email is about.Good examples:
  • Re: Service estimate for the Porsche
  • Huracan pickup confirmation
  • Invoice question follow-up
2

Start with the answer

Put the most important answer in the first sentence.Example: “Hi Alex, we will send the Porsche service estimate this afternoon.”
3

Add details in short paragraphs

Keep paragraphs short. If there are several steps, use a short list.Customers are more likely to read and understand a message when it is easy to scan.
4

End with the next action

Tell the customer what happens next.Example: “Please reply to approve the estimate, or call us if you want to review it together.”

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Send the email

1

Review the customer and subject

Confirm you are in the correct customer conversation and the subject is accurate.
2

Read the email once before sending

Check names, dates, times, vehicle details, dollar amounts, and links.
3

Click Send email

Click Send email.The email appears in the conversation timeline after it sends.
Expected result: The sent email appears in the timeline with the subject line you chose.
What address the customer seesOutbound emails come from your facility’s configured sending domain (for example service@yourfacility.com). If customers say they cannot find your email, ask them to search for your facility name and check spam. Admins set this up in Configure communication settings for Inbox.

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Reply to an existing email

If the customer sent an email, you may see a Reply button on that email in the timeline. This keeps your answer in the same email thread the customer started.
1

Open the customer in Inbox

Go to Inbox and select the customer, such as Alex Morgan.
2

Show only emails (optional)

Near the top of the timeline, click the Emails pill (it shows a count such as Emails 1).Why this helps: Hides texts and calls so you can focus on the email thread.See Respond to a conversation for more on timeline filters.
3

Click Reply

On the customer’s email message, click Reply.Expected result: The Email composer opens at the bottom with Subject filled in (often starting with Re:).
4

Write and send your reply

Type your message, review it, and click Send email.Expected result: Your reply appears in the timeline under the original email.
Inbox with Emails filter selected showing a customer email with a Reply button
Click the Emails pill to isolate email messages, then click Reply on the message you are answering.
Close-up of an email message in the Inbox timeline with the Reply button highlighted
The Reply button sits on the customer’s email in the timeline. Use it when you are continuing the same email thread—not starting a brand-new subject.

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When to use Reply vs a new Email

  • Use Reply when the customer sent an email and you are answering that same thread. The subject usually keeps Re: so messages stay grouped in the customer’s inbox.
  • Use Email (the tab at the bottom) when you are starting a new topic, sending a first email to a customer who only texted before, or writing about something unrelated to the email above.
Attachments and formattingInbox email is for plain written messages with a subject line. You cannot attach files from the Inbox email composer today. If the customer needs a PDF, invoice link, or signed contract, send them to the customer portal or share a link from Payments instead.When a customer emails you, their message may show rich formatting (bold text, images, or links). Your reply is plain text—keep paragraphs short so it is easy to read on a phone.

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Common mistakes to avoid

Replying to the wrong customerAlways check the customer name and email at the top of the conversation before you click Send email. Two customers with similar names or shared family accounts are a common source of mistakes.
Starting a new email when Reply is betterIf the customer already emailed you about “Tuesday pickup,” click Reply on that email so your answer stays in the same thread. Starting a brand-new Email from the bottom creates a separate subject line and can confuse the customer.
Promising details you have not verifiedBefore you send dollar amounts, appointment times, or vehicle locations, open the related record in Cars, Schedule, or Payments. A wrong email is harder to undo than a quick double-check.
Why the subject line mattersCustomers search their inbox by subject. A clear subject like Huracan pickup confirmation is easier to find later than a vague Update.

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What success looks like

  • The email appears in the conversation timeline.
  • The subject clearly matches the topic.
  • The customer knows what happened and what to do next.
  • Your team can find the email later in the same customer conversation.

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Troubleshooting

The Email button is disabledEmail may not be configured, or the customer’s record may not have an email address. Check the customer record and Configure communication settings for Inbox.
Send email is disabledThe email needs both a Subject and a message body before it can be sent.
The customer did not receive the emailConfirm the email address is correct. Ask the customer to check spam or junk. If many customers are missing emails, ask an admin to review email domain setup.

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What to do next

If the customer replies, the new email appears in the same Inbox conversation. If the topic needs a faster answer, use Send a text message from Inbox or call the customer. To see the same email on the customer’s record outside Inbox, open their page in Contacts and review Activity—see Review customer activity and history.