Texting customers

Your kaylin numbers take texts as well as calls. Conversations show up in Texts, and anything you send there goes from your kaylin number. Press New text to start one.

When customers text your kaylin number

Texting is built in. Each number's What kaylin does, under When others call in Settings → Phone numbers, is for calls and texts (How kaylin answers calls):

Answer and help or Offer to transfer to me: kaylin answers from what it knows, like on the phone, and takes a message for the rest. With booking on, it also books and moves their own appointments (Booking appointments).

Take a message: kaylin lets them know it's checking with the team. The team answers.

Only my team can call: texts are saved for the team, and kaylin stays quiet.

When a customer texts about an emergency, kaylin alerts everyone who gets kaylin alerts right away, once per conversation, day or night.

Texts kaylin writes

When you ask kaylin to text someone, in Chat, by text or on a call, it sends it right away and shows what went. Your autopilots' texts go out on their own too.

Texts only go to people who agreed, never after a STOP, and only in texting hours.

Photos

Photos people text to your kaylin number show in the conversation. Only your team can see them, and deleting the conversation deletes them too.

Text kaylin yourself

Confirm your mobile number in Settings → General, then text your kaylin number from it and ask anything, like you would in Chat. kaylin does it and texts back what it did. Everything kaylin does by text and on calls is listed in Settings → Activity. An owner or admin can switch one person off with Answer texts and calls in Members; then only an owner or admin can switch them back on.

STOP

When someone texts STOP, or QUIT, END, REVOKE, OPT OUT, CANCEL, UNSUBSCRIBE or STOPALL, or asks in their own words, like "please don't text me anymore" or "take me off your list", kaylin stops texting them from any of your numbers until they text START. kaylin doesn't answer them or call them, and nobody on your team can text them either. Someone who asks in their own words gets one text saying they won't get more.

It works in Spanish too: PARA, PARAR, ALTO, CANCELAR or BAJA, or words like "no me envíen más mensajes", and the one text back is in Spanish.

When someone texts HELP or INFO, they get your number's help message and kaylin doesn't answer as well. AYUDA gets the same in Spanish.

Who kaylin texts

kaylin only texts people who texted your number, or said yes on a call when kaylin asked "Is it OK if I text you at this number?" Being in your contacts, an import or a calendar booking doesn't count. Each contact's page shows Texting: OK, Not yet or Off, and why.

The first text to each person starts with your business name and ends with "Reply STOP to opt out, HELP for help." A text you type yourself goes to anyone who hasn't opted out, so only text people who agreed to hear from you.

Archive or delete a conversation

Archive moves a finished conversation out of the way. It comes back to your inbox when they text again, and Archived at the bottom of the list shows the rest. Anyone on the team can archive.

Delete conversation deletes every text in it, here and at our texting service, and can't be undone. Only owners and admins can delete; their contact and calls stay.

1. 1Open the conversation in Texts.
2. 2Press ⋯ at the top right.
3. 3Choose Archive, or Delete conversation and confirm.

To bring one back, open Archived, open it and choose Move to inbox.