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Text someone who isn't a customer yet

In Messaging → New, the recipient picker has three options:

  • Customers — anyone on your books
  • Leads — anyone in the pipeline
  • New contact — a number or address you type in

New contact is for the person you just got off the phone with, before they are anything in the system.

How to use it

Section titled “How to use it”
  1. Choose Text or Email at the top right.
  2. Pick New contact.
  3. Type the phone number or email address. Any format works — (480) 555-0134 and +14805550134 are the same number.
  4. Add a name if you know it. It is optional.
  5. Write the message and send.

It creates a customer record

Section titled “It creates a customer record”

Everything in Messaging hangs off a customer — the thread, the history, the sent log — so a typed recipient becomes one. Without that there would be nowhere for their reply to land.

If that number or address is already on your books, the existing record is used. Texting a customer you forgot you had continues their existing thread rather than starting a second one beside it.

Finding the thread afterwards

Section titled “Finding the thread afterwards”

It appears in the inbox like any other. Use the search above the thread list — it matches names, subjects and message text, and the count reads “12 of 35” while it is filtering.