Reply by email, text or WhatsApp

Answer a conversation on the channel you choose, and what each channel needs before it can send.

BusinessTeam memberAgencyWhite labelAgency clientWho can do it: owner, admin, member

You reply to everyone from the box at the bottom of the thread. Choose how the reply goes: as an email, a text, a WhatsApp message, or, for a social message, back on that network.

Before you start

Email works straight away. For mail to come from your own address, verify a sending domain under Settings › Channels.
Text needs a phone number on your account, and a phone number on the contact.
WhatsApp needs WhatsApp connected, a phone number on the contact, and a message from them on WhatsApp in the last 24 hours.

Steps

Open Conversations and press the thread.
Below the reply box, choose the channel: Email, Text or WhatsApp. When the person wrote to you on a social network, that network's name appears as a fourth choice. The line beside it confirms what will happen, for example Sends as a text from your number.
Type your reply in Reply to and the person's name. Press Shift+Enter for a new line.
Press Send (or Enter). A message confirms it, for example Text sent to Priya Shah.

What happens next

Email replies get the subject Re: and the subject of their last email, or A message from and your business name when there is none. Their answer comes back into the same thread.
Text replies go from your number and are paid from your wallet, per segment. A reply to someone who texted you recently is sent without the opt-out line and doesn't count against your daily sending limit.
WhatsApp replies are paid from your wallet, per message. Inside 24 hours of their last WhatsApp message you can write freely. After that, WhatsApp only delivers approved templates, which are sent from Contacts with Send WhatsApp.
Social replies answer their newest message, comment or review on that network.
Your reply marks the person as answered and moves them down the list.

A text costs 2¢ a segment and a WhatsApp message 3¢.

For agencies

Open the client first (Sub-accounts › Open). Replies go from the client's own address and number, and are paid from the client's wallet.

Troubleshooting

The Text or WhatsApp choice is greyed out. Hover over it to see why: This contact has no phone number, Get a phone number under Settings, Texting, or Connect WhatsApp under Settings, Texting.

"This contact has no email address to reply to." Add their email on their record, or reply by text.

"WhatsApp only allows a free message within 24 hours of their last message to you. Outside that window it must be an approved template." The 24 hours have passed. Reply by text or email, or send them an approved template from Contacts.

"This contact opted out of texts." They texted STOP. Texts and WhatsApp messages to them are refused until they text START.

"Texts to US numbers are not switched on yet…" Your business isn't registered for US texting yet. Open Settings › Channels, press Register (or Manage) on the SMS row, and finish the Registration tab.

"Your balance is empty. Top up under Billing & wallet to send texts." Add credit under Settings › Billing & wallet and send again.

Still stuck?

Email support@opusfunnel.com with the page you were on. A person replies, usually within one business day.

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