Messages
Use configured two-way customer messaging with current context, templates, consent, opt-outs, delivery state, and history.
Messages is a customer conversation workspace. It requires the transactional messaging capability, effective permission, and a configured provider that reports an operational state.
Find the conversation
Use the conversation list/search to find the correct customer/contact. Open customer, vehicle, and repair-order context through the named links. Do not infer identity from a free-text message when the contact remains ambiguous.
Reply or use a template
Compose the real message or insert a configured template. Review resolved variables before sending. Attachments/MMS require the provider and media path to be Ready. A queued/sent/delivered/failed state reflects different transport facts.
Consent and opt-out
Transactional and marketing permission are evaluated separately. A customer reply such as STOP can block texts to that number according to the provider and the customer’s current preferences. Do not bypass an opt-out through another workflow.
Automated and governed messages
Estimate, inspection, appointment, status, pickup, payment, reminder, or follow-up messages appear only when the applicable capability, template, consent, provider, and business workflow allow them. “Enabled” does not guarantee delivery; provider-unavailable and failed states remain visible.
For supported Voice workflows and dependencies, see AI & Voice Communications.