Optni AIHelp guides

Everyday work

Send a text to a customer

You can text any customer who hasn't opted out. The text goes from your location's business number, so replies come back to the same thread.

Who can do this: Everyone.

Steps

  1. Step 1: Open the conversation in Inbox.

    A conversation open in the inbox.

  2. Step 2: Type your reply in the box at the bottom.

    Up to 320 characters. Keep it short — it's a text.

    The reply box with a message typed in.

  3. Step 3: Select the send button.

    Or press Ctrl+Enter (⌘+Enter on a Mac). The note above the box reminds you that sending takes over from the AI.

    The amber send button ringed, with the take-over note above the reply box.

Good to know

  • The line under the box shows which number the text goes from.
  • No texts go out between 9 PM and 8 AM in the customer's time zone. Ava and Max follow this too.
  • If the customer replied STOP, the box is switched off. See Opted-out contacts.
  • When you're done, hand the conversation back so Ava and Max take over again.