Quick answers to the questions dealers ask most. Select a question to expand it.
I can't see Messenger
I can't see Messenger
Messenger is a paid add-on, so your dealership may not have it yet. If it does, your user group needs the View incoming text messages permission (System settings > User permissions). Ask your admin to turn it on. See setup.
I can't select a customer's number
I can't select a customer's number
SMS is off for that number. Open Manage numbers and tick SMS. See how.
My text says Failed
My text says Failed
Check the reason under the message. The number may be wrong, a landline, or opted out. Fix it and select Retry. See message status.
A customer replied but it's not under their name
A customer replied but it's not under their name
They likely texted from a number that isn't on their record. Use the Unknown sender filter and link it. See how.
The unread badge disappeared before I read it
The unread badge disappeared before I read it
Read status is shared across the dealership. A teammate opened it. Check who is replying.
Send is greyed out after I picked a template
Send is greyed out after I picked a template
A merge field couldn't be filled. Replace the bracketed field by hand. See templates.
My video is stuck on Sending
My video is stuck on Sending
Videos send once they finish processing, which can take a few minutes. Keep videos under 2 minutes and 250 MB.
The customer says the photo link doesn't work
The customer says the photo link doesn't work
Links expire after 1 year. Send the photo again.
Reactions show as separate messages
Reactions show as separate messages
Some phones send reactions (like "Liked" or an emoji) as their own text. That's how carriers deliver them.
Still stuck? Chat with Blackpurl Support using the chat bubble in the corner.