Texting with a customer

Torqix sends a text only to a phone number with texting permission on file. On the customer's Customer info page that number says Texts OK. If it says No texts, ask the customer first and record how they agreed; receiving an ordinary reply is not permission to send another text.

1. 1

   Step 1: Open the conversation

   Press Message on the customer or their ticket. Every door opens the same conversation beside the screen you were using.

2. 2

   Step 2: Choose text and write the message

   The text toggle names the consented number. If it instead says No texting, its tip explains what is missing. Type in Message to the customer and press Send.

3. 3

   Step 3: Read the reply

   A reply from that number joins the same conversation and makes it unread and waiting. Find it from the messages panel or the notification bell. Opening the conversation clears neither state: answer it, use the header's read tick to clear only unread, or press No reply needed when the customer needs no answer.

When a reply has no single customer

Torqix never guesses when the sending number is on no customer or on more than one customer. It keeps the text, its pictures and its original time in a held row at the top of Messages. The heading says 1 text needs a name for one held reply and changes the count for more.

1. 1

   Step 1: Choose an existing customer

   For a shared number, use Attach this text to. For an unknown number, use Customer this text belongs to. Press Attach to put the reply in that customer's conversation. An unknown number is also added to that customer with texting permission off.

2. 2

   Step 2: Or create the customer

   For a number on no customer, open New customer with this number, add a first or last name if you know one, and press Create and attach. Torqix files every waiting text from that number in its original order; the new number still has texting permission off.

3. 3

   Step 3: Dismiss a wrong number

   Press Not a customer for spam, a carrier test or a wrong number. It leaves the waiting list but remains recorded as dismissed.

STOP and START follow the number

• A reply containing only STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT turns texting permission off for every customer record in this shop that uses those digits. This happens even if the reply is held because the number is shared or unknown.
• START, YES and UNSTOP restore only a number that had texting permission before it was stopped. They never invent permission for a number that has never consented.
• Keywords must be the whole reply, apart from spaces and letter case. A sentence such as “stop by at five” is an ordinary message. STOP and START replies do not trigger the shop's after-hours automatic reply.