Answer customers' texts
Read and reply to customers' texts from your business texting number, like a shared team inbox.
When a customer texts your business number, the text shows up in SKUFlow and the team is notified. Anyone who can send messages can answer from the same conversation.
Open your conversations
Go to Engage → Messages and choose Conversations. Each conversation shows the customer (or the number, when it isn't a customer's) and the last text. Choose Unread to see only the ones nobody has opened.
Conversations in Engage → Messages with an open text thread and the reply box
Screenshot coming soon
A conversation is unread for the whole team until someone opens it, like a shared inbox.
You can also open a customer's conversation from their customer page: click Text.
Reply
Open the conversation.
Type your text in the box at the bottom. The counter shows the characters and how many texts it takes.
Click Send.
Each text in the thread shows who sent it (a team member, an automation or "Your team") and whether it was sent, delivered or failed.
When you can text
- You can answer a customer who texted you in the last 30 days, even if their number isn't marked OK to text.
- To start a conversation, the number must be OK to text.
- A number that replied STOP can't be texted until the customer texts START.
- An answer to someone who just texted goes at once, even in quiet hours. A first text waits until quiet hours end.
Texts go out only once texting is set up and your carrier registration is approved. Until then the reply box says what's missing. See Set up texting.
Email replies don't come into SKUFlow: they go to your reply-to address (see Sending rules).