Manage customer communications through the Message Center. Get familiar with some Message Center basics including:

• Filtering Messages by Order Number
• Message Statuses (Read, Unread, Done, and Open)
• Viewing Unresponded Messages
• Bulk Actions

To learn more about sending emails and SMS messages to customers, check out our help article Message Customers.

Filter Messages by Order

When a customer or fleet has more than one order associated with them at your shop, you can filter your messages with that customer by order number.

Select an order pin to view only the messages related to that order.

Hover over the order number for more information about that order.

Select the dropdown to see a full list of orders associated with that customer or fleet.

Message Statuses

Messages can either be marked as Read, Unread, Done, or Open.

Read or Unread Messages

Emails will show a green envelope with a checkmark and be marked as Read once the customer receives and opens the email. SMS will not show a Read status even if the customer opens the message.

Done or Open Messages

Mark messages as Done or Open.

• Done: Marking a message as "Done" will remove the conversation from the unresponded messages list. This will change the message thread to a "Done" status and automatically mark it as read
• Open: Returns the message thread to "Open", moving it to the unresponded messages list. "Open" message threads will remain as "Read" unless marked as "unread"

Unresponded Messages

Select the messages icon. Select the Unresponded filter button to view messages awaiting a response from the shop.

Select an unresponded customer conversation. Respond to the customer to remove the conversation from the unresponded messages list. If the conversation does not need a response, select the checkmark icon to mark the message as “Done”. Uncheck the icon to mark as “Open” so that it will appear in the unresponded messages list.

Please Note: Marketing a message thread as “Done” will mark it for the whole shop, not per individual user. All users will be able to see which user marked a message thread as Done.

Bulk Actions

Manage messages in your Message Center by using bulk actions including:

• Mark as Read
• Mark as Unread
• Mark as Done
• Mark as Open

Select the ... ellipsis in the Message Center. Select Bulk Options from the dropdown.

Select the messages you'd like to update the status for in bulk. Select the Bulk Actions dropdown to choose the action.

Please Note: Bulk actions are not available when a filter (such as the Unresponded messages filter) is applied.

Still have questions? Feel free to reach out to us through the chat icon. Thanks for reading!