Customer message history

Every message sent to a customer is kept. You find them on the customer's page, in the Messages tab.

What you see

Each message shows when it was sent, its kind (e.g. Booking confirmation, Estimate, Car ready), the channel, the status and the full text.

Statuses:

• Queued: the message is waiting to go out. An SMS held until morning shows when it will be sent.
• Sent and Delivered: the message went out, and for an SMS the operator confirmed delivery.
• Failed: sending didn't work.
• Not sent: the message was held back on purpose. The reason is shown, e.g. No consent to reminders, No phone number or email or This month's SMS are used up.

When a customer says they got nothing

1. Open the Messages tab and find the message.
2. Check the status and the reason.
3. If the phone or email is missing, add it on the customer's page. If consent is missing, record it in the Consents tab.