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.

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."

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 send button at the right side of the text field.

   The message appears in the timeline after it sends.

Expected result: Your outbound text appears in the timeline as a team message.

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.

1. Click the paperclip button

   In the text composer, click the paperclip button next to the message field.

2. Choose the image

   Select the image from your computer or device.

   Use a clear image. Avoid blurry photos or photos that show unrelated customer information.

3. Add a short note

   Type a brief message that explains the image.

   Example: "Here is the front-left tire photo you asked for."

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.

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

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.