Use this guide when you need to contact a customer before they have messaged you in Inbox.

Starting from Inbox helps keep the conversation history in one place. The next staff member can see what was sent and continue from the same thread.

What you will accomplish

• Start a new thread with an existing customer or a phone number.
• Confirm you selected the right person before sending.
• Send a first message that explains why you are reaching out.

Before you start

• Make sure text messaging is set up for your team. If it is not ready, review Configure communication settings for Inbox.
• If you are contacting an existing customer, make sure the customer exists in Contacts.
• Use a clear reason for the message, such as confirming a pickup time, asking about a service decision, or replying to a missed call.
• Do not send sensitive billing or personal details to an unsaved phone number unless you are sure who owns the number.

Open the new conversation search

1. Open Inbox

   Go to Inbox.

2. Click the plus button

   In the conversation list, click the + button next to the Search field.

   A search box opens with the placeholder Search customers or enter phone….

3. Search for the customer

   Start typing the customer's name, company, email address, or phone number.

   Matching customers appear under Customers.

Expected result: You see matching customers or a New number option when you type a phone number.

Start a conversation with an existing customer

1. Choose the customer

   Click the correct customer from the search results.

   Check the email, phone, or company shown under the name if more than one person has a similar name.

2. Review the conversation screen

   The customer opens in the conversation area.

   If there is past activity, read it before sending a new message.

3. Write the first message

   Click Text if needed, then use the Text message… field at the bottom of the conversation.

   Keep the first message short and clear. Explain why you are reaching out.

4. Send the message

   Click the send button.

   The message appears in the timeline after it is sent.

Expected result: The customer appears in the conversation list with your new message in the timeline.

Text a new phone number

Sometimes you may need to text a number that is not saved as a customer yet.

1. Type the phone number

   Click the + button, then type the full phone number.

   Include the area code. If your team works internationally, include the country code too.

2. Choose the New number option

   If the number is valid and not already listed, Inbox shows New number with an option such as Text +15555550101.

3. Confirm who owns the number

   Before sending anything private, make sure you know who owns the number.

   If you are not sure, send a simple identity-safe message first, such as: "Hi, this is [Facility Name]. We are following up on your message. Is this the best number to reach you?"

4. Send the message

   Write your message and click send.

   Consider adding the person to Contacts after you confirm who they are.

What success looks like

• The customer or phone number appears in the conversation list.
• The message appears in the timeline after sending.
• Other staff can open the same conversation and see what was sent.

Troubleshooting

What to do next

After you start the conversation, continue with Send a text message from Inbox.

If the customer replies with a longer question, see Respond to a conversation.