Reply to a customer – Help Centre

In Heyquip: Messaging

You will send a reply the customer sees, whether you opened the conversation from Messaging, an order, or an order line.

Steps

To view the conversation directly in the order or quote
1. Go to the order or quote
2. Click View conversation in the first card of the order. This will allow you to see the general conversation.
3. If you want to send or see messages about a specific item in the order, scroll down to the item and look for the message icon.
Otherwise, you can view all messages you have in the Messaging tab.
When you open a thread, you'll find the Messages tab. This is the thread the customer sees. Have a private note for your own team instead? Click the Internal notes tab. See Leave an internal note.
Read the thread. It is grouped by date, with the customer's initials on their messages and your store's icon on shop replies.
Click the message box and type your reply.
Click the paperclip to attach a file, for example, a photo or a document, if you need to.
Send it. Your reply is attributed to your shop and to you by name.
If the order is an online quote, click Edit to change the Lead Status. Click Save.
Click Mark as handled when you want to remove the order from the list of messages "Waiting for Reply".

When you finish, the customer has your reply in their own portal or inbox.

On a conversation from an order, a Customer card (name, email, phone) and a Rental details card (product, from, to) sit beside the thread, so you have the context without leaving the conversation.
A customer can also start or continue this exact thread from their own portal in the Messaging tab. They can click on the order and view the messaging thread. Their reply lands in this same conversation.
A customer can only view messages in their customer portal once someone at your shop has invited them (Clients > Businesses > a contact's ... menu > Invite) and they have logged in. You can message them from the order regardless; your messages will land in their mailbox.