Send and recover mobile conversations

Find the right customer or team thread, distinguish a queued reply from confirmed history, and recover a failed message without guessing delivery.

Before you start

Check the current business and recipient. Messages requires the current messaging capability and access to the conversation; a Field user does not gain access to every customer or team thread. Customer replies also require your own confirmed email. A stored chat message, a customer email notification and an SMS are different outcomes.

Plan eligibility, business features, permissions and device support still apply. Reading a guide does not grant access.

Step by step

  1. Open Messages from the menu and choose Customers or Team. Check the conversation name and linked work before opening it. Refresh when connected; a saved inbox can be incomplete or older than the server.
  2. For an existing customer conversation, open the intended thread. Customer chats belong to the quote or work context; creating a contact alone does not start a chat with that person.
  3. To start an internal conversation where available, choose New team chat. Select the intended eligible colleague for Start chat, or select several and review the Group name before Create group. Starting a new thread needs a connection; do not create a second group to recover an uncertain first response.
  4. Read the recent history, then enter the intended text in Type a message. Choose Send message or the keyboard Send action once. Check the destination before sending; a team thread is not a customer message.
  5. Sending… and Saved — will send when you’re back online mean the reply is pending. Keep that original queued action, reconnect and inspect the same thread and Sync centre instead of sending another copy.
  6. If the bubble says Not delivered · Tap to retry, first read the error and check current access. Reopen the thread to check whether the original message is already present. Use that failed bubble’s retry action only when another attempt is appropriate.
  7. Reopen or refresh the conversation to confirm the message in its server history. Customer email notification is best-effort and may be suppressed by a short cooldown, missing email or delivery failure. A bubble without a pending indicator is not proof that email reached an inbox or was read.
  8. Swipe a conversation to archive it from your inbox. Use Archived to find it again and restore it using the offered swipe action. This is your inbox organisation, not deletion of the shared conversation or cancellation of any job.

Worked example

A worker replies to the existing job conversation without signal. They leave the Sending… bubble in place, reconnect and refresh the same thread. They do not send the text again merely because the customer has not received an email notification.

This is an illustrative scenario, not a customer testimonial.

Check the result

Confirm the correct business, participants and message text in refreshed history. Confirm external receipt with the recipient separately when it matters; the app does not turn a stored reply into a delivery guarantee.

Limits and troubleshooting

  • A refusal can mean the account has not confirmed its email, the record is no longer allocated, membership changed or the conversation is unavailable. Resolve the stated access issue with the owner; do not use another account or start a duplicate thread to bypass it.
  • An empty or cached inbox is not proof that messages were deleted. Check Customers versus Team, Archived, the selected business and connection before recreating anything.
  • Internal team messages do not send customer email. This conversation workflow does not send SMS automatically. Separate manual SMS actions require business enablement, credits and a verified destination route; do not assume SMS is available in every country or included merely because a subscription is active.
  • If the response was lost rather than explicitly rejected, refresh the original thread before retrying. The same words may legitimately appear twice, so compare the actual message and time rather than assuming repeated text is always a duplicate.

Related web guides and screenshot examples

These examples show the web interface. They are not screenshots of the native app.

Business settings in Canada

  • Set your business country in Business settings before entering customer addresses or preparing documents. The country selected on the public website does not change an existing business.
  • Check the business currency (CAD), time zone and document tax settings. Only enable tax collection if your business is registered and the settings match your requirements. Your customer invoice tax settings are separate from tax on your AllQuote subscription.
  • Screenshots use demonstration records. Their sample currency, addresses and tax amounts do not override your business settings.

Check current plans and availability · Browse web guides and screenshots