Messages
Texts and Facebook and Instagram messages from customers in one list, with drafted replies sent from the same number or page.
Messages puts every text message and Facebook or Instagram message from your customers in one list. Replies can be drafted for you from the same facts the Inbox uses, and a catering conversation becomes a lead with one click.
What you need
- Texts come through Quo. Connect it on the Integrations page.
- Facebook Messenger and Instagram DM come through Zernio, also connected on the Integrations page.
New messages show up on their own as they arrive.
Open and Handled
The page has two lists: Open and Handled. A conversation where the customer spoke last shows a Reply needed tag, and the Needs reply toggle shows only those. Filter by channel (SMS, Facebook, Instagram) or by brand, and search by name, number or message.
When a conversation is done, click Mark handled. It comes back to Open if the customer writes again.
Replying
Open the conversation
The header shows whose turn it is and which number or page the customer contacted.
Draft or write
Click Draft reply for a drafted answer, or type your own. Rewrite, Shorter, Ask for missing, Quote and Menu link adjust it. When you are waiting on the customer, Follow up drafts a check-in.
Send
Click Send. For texts, a counter shows how many message segments it will take.
Drafts follow the same rules as the Inbox: one draft per customer message, never on your own turn, and prices only from your menu, pricing and brand FAQ. What the AI knows shows the facts behind the draft.
Replies leave from the same number or page
A reply always goes out from the Quo number or the page the customer contacted, never from a different one. The conversation shows it as "Received on" that number or page. If that Quo number has been removed from your account, the reply is refused rather than sent from another number.
Starting a conversation
Click New message to text a customer first. Choose the brand (the text goes out from that brand's Quo number), enter the phone number and write the message. Facebook and Instagram conversations can only be started by the customer.
Leads from messages
When a conversation is about a booking, click Create lead. If CurbsideOps cannot tell which brand the customer contacted, it asks which brand to create the lead under. Once a lead exists, Lead details opens it, and Pull details from the chat fills in the date, place and headcount from the conversation. Your own edits are never overwritten. See Leads.
Sending documents and agreements
Click the paperclip to add something to your reply. Documents and agreements always go as a link:
- From your computer: one photo or PDF (up to 10 MB). Texts cannot carry files, so on a text it goes as a link.
- From your documents (permits, W-9): sent as a link that stops working after 7 days.
- An agreement: a link to read a copy, or a page to review and sign.
Private documents are never made public: the customer gets a link only to the file you chose. See Agreements.
Opt-outs are respected
A customer marked Do not SMS on their customer page is never texted, by you or by an automation. See Customers.
Still stuck? Email support@curbsideops.com or use Report an Issue in the portal. Checked against CurbsideOps 1.105.4.
Inbox
The AI catering inbox reads your Gmail, sorts catering inquiries from the rest, drafts replies from your own prices and answers, and turns each inquiry into a lead.
Calls
Every incoming call matched against your customers, with a live banner while the phone rings and one click to turn a call into a lead.