Pick a customer, type, send. Messenger texts the customer's preferred number, and every reply lands in the same thread.
Start a conversation
Open Messenger and select New conversation, the blue chat icon next to search (1).
Type a customer's name, company or phone number (2). Country code and formatting are optional.
Pick the customer and select Start conversation (3). Texting someone who isn't a customer? Type their phone number instead.
Write your message and select Send. Texts can be up to 700 characters, and the counter shows how many you've used.
Which number gets the text?
Look at the button next to Send. It shows the label of the number your text will go to, such as home or mobile. Messenger picks it for you:
The customer's preferred number (the one with the star), or
their only number with SMS turned on, if they have just one.
Send to a different number
Select the number button next to Send.
Pick another number from the list. A tick marks the one selected.
Write your message and select Send.
This doesn't change their preferred number. To change which number Messenger picks by default, set a new preferred number in Manage numbers (below).
Which option do I need?
I want to... | Do this |
Text a different number this time | Pick it from the number button next to Send |
Text a different number by default | Make it Preferred in Manage numbers |
Add a number the customer gave me | Select Add Other number in Manage numbers |
Stop texts going to a number, such as a landline | Untick SMS for it in Manage numbers |
Find a number that's missing from the list | Tick SMS for it in Manage numbers. Only SMS numbers appear in the list. |
Manage a customer's numbers
In the conversation, select the contact icon next to the customer's name. Manage numbers opens.
Pick the Preferred number (1). This is the number Messenger texts by default.
Tick SMS for every number that can receive texts (2). Leave landlines unticked.
To add a number, select Add Other number (3). Then select Done.
One customer, many numbers, one thread. Texts to and from any of a customer's numbers appear in the same conversation.
Changes apply right away, and Blackpurl records who made each change. Turning off SMS on the preferred number also removes it as preferred.