Every SMS and MMS conversation with a customer lives in one place: the Inbox.
Where to find it
Look for Inbox in the left nav — it's the chat-bubble icon, and it takes you to `/app/inbox`. That's the same two-pane conversation view whether you land there from the nav or from a customer's profile: a list of threads on the left, the open conversation on the right.
What a customer needs on file before you can text them
The one hard requirement: the customer needs a phone number or an email address on file. Either one is enough — you don't need both.
If a customer has neither, they show up grayed out when you go to start a new conversation, with a note that reads "This customer has no phone or email on file." Add at least one contact method on their profile first and they'll become selectable.
Sending a new message
1. From the Inbox, click + New Message at the top of the thread list. 2. Search for the customer by name, email, or phone number. 3. Pick them from the results. (Customers with no phone and no email won't be selectable — see above.) 4. Type your message in the field at the bottom and press Enter, or click the send button.
Replying in an existing conversation
Click a thread in the left panel to open it. The message field at the bottom ("Type a message...") is a single line — there's no way to put a line break inside it. Press Enter and it sends. If you've got more than one thing to say, send it as two separate texts instead of trying to stack them into one message.
Attaching a photo
Click the image icon next to the message field to attach a photo before you send. Add an optional caption in the text field if you want one. It goes out as an MMS via Twilio.
Quick replies
Click the sparkle icon to pull up the quick-reply templates — canned responses like "We're ready," "Running a few minutes late," and "Confirm appointment." Pick one and it drops into the message field so you can edit it before sending.
Getting an AI-drafted reply
Click the wand icon next to the quick-reply templates to open Suggest reply. SalesThumb reads the conversation and drafts 2-3 short reply options grounded in what the customer actually said. Tap one and it fills the message field — it never sends on its own. Every draft is labeled "AI draft — review before sending," so read it over and edit before you hit Enter.
This is available on Growth plans and up. The wand icon itself doesn't gray out or block you from opening it on any plan — if your shop's tier doesn't include it, or AI isn't fully configured yet, you'll still get draft suggestions, but they'll be generic template replies rather than ones grounded in the actual conversation. If the drafts you're getting feel generic instead of conversation-aware, check with your admin about your plan tier.
Need help? Email info@roffik.com.