1. Accessing the Inbox
When a customer replies to a broadcast or automation text, their message appears in your OneShop inbox.
To view replies:
Click the inbox icon in the top-right corner of your screen.
Or go to CRM → Admin Inbox on the left-hand menu for a full team-wide message view.
2. Viewing and Replying to Messages
Messages from customers appear on the left side in white.
To reply:
Type your message in the input box below.
Hit Send (paper plane icon) on the right.
Replies are sent via SMS, appearing to customers just like any normal text.
3. Sending Images
To add a photo:
Click the camera icon next to the message field.
Upload a photo from your device or take one live (on mobile).
4. Team Collaboration in Messaging
You’ll see which team member is responding to each customer.
All replies from your team are visible in the same thread on the right side, making it easy to collaborate and provide seamless customer support.
5. Best Use Case
Great for personalized follow-ups, answering customer questions, or converting responses into in-store visits or sales.