How to reply to customers from the Conversations inbox

    CategoryConversations
    Article typeDocumentation
    Estimated reading time 4 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    To reply, open the conversation thread, select your preferred channel (SMS or Email) at the bottom of the middle panel, type your message in the text box, and click Send.

    Who this article is for

    Sales representatives, support agents, and business owners managing customer communications in GEVADE CRM.

    Overview

    The Conversations inbox allows you to respond to customers quickly without switching applications. You have the flexibility to choose the most appropriate channel for your response, regardless of how the customer initially contacted you.

    Step 1: 1. Open the Thread

    Select the customer's conversation from the list on the left side of the inbox.

    Step 2: 2. Choose the Channel

    At the bottom of the thread, look for the channel selection tabs (typically 'SMS' and 'Email'). Click the tab for the channel you want to use for your reply.

    Step 3: 3. Compose Your Message

    Type your message into the text box. If you selected Email, you will also need to enter a Subject line.

    Step 4: 4. Use Additional Features (Optional)

    You can use templates to insert a pre-written response, attach files or images, or use custom values to personalize the message with the contact's name.

    Step 5: 5. Send

    Review your message and click the Send button.

    Configuration note

    Ensure you have configured and verified your sending domain before sending emails. SMS messages are subject to character limits. Long messages may be split into multiple segments, which can incur additional usage charges. Always test your communication settings before relying on them for critical customer interactions.

    Important clarification

    Accidentally sending a long email response as an SMS text message. Always verify the selected tab before typing.

    Resolution guidance

    Message failed to send

    Check if the contact has a valid phone number or email address. Verify that your communication channels are active and properly configured in your account settings.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.