You can text a lead without leaving the Leads hub. Open the lead and use the Text tile. The message goes from your shop's number and shows up in the same conversation as in the Inbox. Leads are a Growth plan feature.
Send a text
- Go to Leads in the sidebar and click a lead.
- Under Quick actions, click Text.
- Write your message under Write a text…. A counter shows how many of 1,600 characters you've used.
- Click Send text, or press Cmd+Enter (Ctrl+Enter on Windows).
You'll see "Text sent". The panel says Sends from your shop number.
The first-text box
If the lead has never texted your shop and has no texting permission on record, a yellow box appears: "This customer asked us to text them. They haven't texted your shop before, so confirm they gave permission. We'll note it on their record." Send text stays off until you tick it. Only tick it when they really asked to be texted. See Texting rules: consent, STOP and quiet hours.
When Text is blocked or missing
Instead of the box you may see a grey note:
- "Texts are off — they replied STOP"
- "Texts are off — this number is on the do-not-text list"
- "Texting isn't available for this lead"
If the lead has no phone number, the Text tile isn't shown. If their conversation is on web chat, Messenger, Instagram or WhatsApp, the note says the conversation is on that channel and gives a Reply in inbox button, so the reply reaches them there.
If you don't have permission to see customer contact info, the Text tile is hidden. Texting a customer who is still only a lead also needs the Manage leads permission. Without it, the Inbox says "Your role can't reply to this customer yet." See Who can change leads.
Notices that can appear
- Texting customers starts with your paid plan: you're on a free trial. Click Add payment method.
- Texting is off until your shop's texting number is approved. Click Set up texting, or see Texting from your own business number.
- If texting isn't set up, a message may be saved to the conversation but not delivered. You'll see "Saved to the conversation — texting isn't set up for this shop yet, so it wasn't delivered."
After you send
The text goes into the Inbox conversation with that customer. Your text counts as a reply, so the lead drops out of Needs a reply. If a send fails you'll see the reason in red under the box. If the reason isn't clear you'll be told to try again or reply from the inbox. Check a failed text in the Inbox: see Why an Inbox message says Not delivered.
Related
Frequently asked questions
Q: Why is the Send text button grey?
A: Either the message is empty, or the first-text box is showing and you haven't ticked it, or texting is off for your shop. Read the notice above the box.
Q: Do I need the Manage leads permission to text a lead?
A: Yes, for a customer who is still only a lead. Someone who can only view leads sees "Your role can't reply to this customer yet." You also need permission to see customer contact info.
Q: Why does Text say Reply in inbox?
A: The lead's latest conversation is on web chat, Messenger, Instagram or WhatsApp. Reply in the Inbox so the answer goes back on that channel.
Q: Where does my text show up?
A: In the Inbox conversation with that customer, the same as any other text.
Q: Is there a character limit?
A: Yes, 1,600 characters. The counter beside Send text shows it.