Using Messenger

Customer Connect Messenger lets Appointment Coordinators directly communicate with customers by text message. Customer details and message history can also be reviewed. Appointment Coordinators can search for a customer by name or by service lane vehicle.

If multi-dealer support is enabled at your dealership, the Messenger page can be used to work with messages from any one of the dealers in your multi-dealer group at a time. Refer to Multi-dealer support for more information.

The Messenger page appears when the Appointment Coordinator selects the "Messenger" tab.

To start a text conversation with a customer or to resume a conversation:

  1. Click the "Customer" tab (shown above) to display all customers who have had text conversations with the dealership.
    • appears if there is a new message from the customer.
    • appears when you send a message to the customer or respond to one.

  2. Click the "Service Lane" tab to display all customers with an active or completed service at the dealership along with the current service status:



    Click to refresh the list at any time.
  1. Click on a name (or use 'Search Customer' if using the Customer page) to see a customer's previous communication history at the dealership.

  2. For the selected customer, the Customer Details area shows:
    • Customer information. Click to make changes as described in Task Details page.
    • Click to add a note about this customer, or click to read a note already created about this customer.
    • Vehicle details
      • If using the Customer page, indicates the customer has multiple vehicles. Click a circle to see a different vehicle.
    • Vehicle service status information and promise time (if using the Service Lane page).
    • Up to two booked (upcoming) appointments for the selected VIN (if using the Customer page).
    • Up to two previous appointments (missed or shown) for the selected VIN.
    • A "Schedule Appointment" button so an appointment can be scheduled right from Messenger.

  3. All messages to and from this customer are shown in the conversation area. Messages are not specific to a VIN or service. Messages sent automatically to the customer about their appointment, such as reminders, are also shown.
    • Use 'Search Conversation' to find a particular message if needed.

  4. Enter a text message and click to send it. Alternatively, check 'Press Enter to Send' to enable sending using just the Enter key.
    1. The message appears in the conversation area on the right along with the message status such as 'Created', 'Accepted', 'Queued', Failed' or 'Delivered'. If the message fails, try resending it.

  5. If the customer responds to your text, it appears in the conversation area.

  • For the customer to receive a text through Messenger, the dealership must have:
    • The customer's cell phone number in the customer record.
    • 'Text' selected as an authorized communication for the customer.
  • Customers appear in the Service Lane page even if they do not have a cell phone number.
  • To add or modify a customer's cell phone number and update their authorized communication preferences click in the Customer Details area and make updates as described in Updating customer details.
  • If a customer replies 'STOP' to a text sent by the dealer, they will no longer receive messages even if it is an authorized communication preference. To opt back in, the customer must text 'START' to the number.
  • Text messages received from phone numbers not associated with a customer currently in the dealership's customer database or DMS still appear in Messenger.