You can text a customer one-on-one from Cents Business Manager or the Cents Employee App, for example to let them know about a delay or ask a quick question. All replies come back to Contact Center in Business Manager.
Use this if you want to send a personal text to one customer, from your computer or from the store.
Before you start
Texting is set up for your business (Cents Accelerate).
The customer has a phone number on their profile and hasn't opted out of texts.
Each message can be up to 160 characters.
From Business Manager: Contact Center
Click Contact Center in the top right of Business Manager, then open Messages.
Your inbox has four tabs: Primary, Unread, Escalations, and Other.
Click New Message, choose the customer, type your message, and send.
To reply to a conversation, click it in the inbox and type your reply.
From Business Manager: a customer's profile
Go to My Stores > Customers and open the customer.
Click the Messages tab, type your message, and send.
From the Employee App
From the Home screen, tap Customers and search for the customer.
Tap the customer to open their profile, then tap the Messages tab.
Type your message. The counter shows how many of the 160 characters you've used.
Tap the blue send button.
You can also tap Messages on the Home screen to see and reply to recent conversations.
Video walkthrough
This video may show older screens. The steps above match the current apps.
Troubleshooting
The customer says they didn't get your text.
They may have opted out by replying STOP (or unsubscribe). Ask them to text START to the number they opted out of. You can't text a customer who has opted out.They opted out of one number but still get other texts.
That's expected. Your business can have two numbers, one for marketing and one for order updates, and customers opt out of each separately. See How Cents Accelerate Messaging Works.Your message got cut off.
Each message is limited to 160 characters. Keep it short, or send a second message.Messages are failing or show up under Other.
Your business texting registration may not be finished or approved. Text our Support team and we'll check it.Where do Employee App replies go?
Replies show in Business Manager under Contact Center > Messages.What's the Assist AI toggle in Messages?
If you use Cents Assist, it can reply to customer texts for you. Turn it off if you want only your team to reply. Assist escalations show in the Escalations tab.I can't find the customer.
Search by phone number. If they're new, add them as a customer first.
Need assistance?
Feel free to text our Cents Support team at 888-302-8809.