Contact Center in Cents Business Manager is where you send and receive one-on-one texts with customers. It also collects replies to texts sent from the Employee App.
Use this if you want to text a customer or reply to customer messages from your computer.
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.
Option 1: From 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 (up to 160 characters), and send.
To reply to a conversation, click it in the inbox and type your reply.
Option 2: From a customer's profile
Go to My Stores > Customers and open the customer.
Click the Messages tab, type your message, and send.
Video walkthrough
Note: This video may show older screens. The steps above match the current Business Manager.
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. Customers opt out of each one separately. See Understanding your two messaging numbers.
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.
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.
Where are escalations from Assist?
They show in the Escalations tab.
Need assistance?
Feel free to text our Cents Support team at 888-302-8809.