Reply to a contact from the box at the bottom of any open conversation.
Before you start
You need a YetiText or YetiSales seat. Without one, the box tells you so and you can only leave internal notes.
The contact must not have opted out, and your brand must be allowed to text their number.
Steps
Open Messenger and click the conversation.
At the bottom, make sure the SMS tab is picked. (It reads MMS when you have added a file.) The box says "Send your message to" and the contact's first name.
Type your message. Press Enter to start a new line.
To add an emoji, click the smiley face button.
Send it one of two ways:
Click the paper plane button.
Press Cmd + Enter on a Mac, or Ctrl + Enter on Windows.
What happens next
Your text shows on the right side of the conversation.
Small marks under it show how it is doing. A clock means it is waiting to go out. One check mark means it was sent. Two check marks mean it was delivered. A red Failed label means it did not go through. Point at Failed to see why. If no reason came back, it says "No error reason recorded."
If the text includes a tracked link and the contact clicks it, a click marker with the time shows under the text. Point at it to see how many times they clicked.
When you send in a conversation, it is assigned to you. If it was assigned to a teammate, it moves to you. If it was resolved, it opens again. When either of those happens, you land on your Mine tab. The claim happens even if the text is refused.
Texts are sent from the number shown in the From chip in the contact panel on the right.
Common questions
How long can a text be?
Up to 1,600 characters. Long texts are split into parts by phones, and each part may count toward your usage. [CHECK: confirm how texting usage is counted on the customer's plan before publishing this sentence.]
I pressed Send twice by accident. Will they get two texts?
No. The same text is only sent once, even if you press Send again while it is still sending.
What does "Send interrupted: it may already have reached them" mean?
The connection dropped while your text was going out. It may have been delivered. Check with the contact before you send it again.
Can I send from a different one of our numbers?
A conversation always uses one of your numbers. To text from another number, click New and pick a different From Phone Number. See start-a-new-conversation.
Related articles
Why a text was not sent
Use message shortcuts in a conversation