Messenger: Two-Way SMS Communication
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      1. Patch Retention Help Center
      2. Retention Marketing Tools
      3. Messenger: Two-Way SMS Communication

      Using the Messenger Tool

      Messenger allows you to communicate with your customers the way your customers communicate with everyone else via live two-way texting.

      Accessing the Inbox

      Click the Messenger tab from the left sidebar to open your conversations with customers. By default, you’ll land in the main Inbox.

      • A notification badge shows the number of unread messages.

      • Use the Inbox dropdown to filter conversations by Mailbox, Users, or Tags.

      • Click the refresh icon to load new messages.

      • Use the pencil (write) icon to start a new outbound message.

      Viewing and Managing Conversations

      • Select a customer to view their message history.

      • Incoming messages appear on the left; outgoing messages appear on the right with the sender's initials and timestamp.

      • The Event Filter lets you filter by message types:

        • Conversation Finished

        • Incoming Message

        • Outgoing Message

      Tagging Conversations

      • Tags (orange bubbles under a customer’s name) identify conversation topics.

      • Click the 3-dot menu in the upper right to add or remove tags.

      • These can also be accessed by hovering over a conversation.

      Conversation Actions

      From the 3-dot menu or hover menu, you can:

      • Assign to Agent – Choose a teammate to handle the conversation.

      • Snooze – Temporarily hide the conversation from the inbox. It will return after the snooze period.

      • Mark as Unread – Flag a message to return to later.

      • Mark as Complete – Moves the conversation to “All” and can trigger automation rules.

      • Archive – Use this if the customer responds after you’ve marked the message complete and it reappears in the Inbox.

      Changing the Gateway

      Messages are sent via a default Gateway (e.g., SMS, email). To change it:

      • Click the dropdown above the message input box.

      • Select from available Gateways.

      • MMS messages can be sent through a Long Code Gateway (available by request and at an added cost).

      Sending Messages

      • Type your message in the text box and click the paper airplane icon to send.

      • Character count below the send button shows if your message exceeds 160 characters (which may split into multiple messages and increase costs).

      • You can also attach media by clicking the image icon (if MMS is enabled).

      Quick Replies

      • Use Quick Replies for fast answers to common questions. 

        • Quick Replies are managed from within the Settings > Templates section.

      • Click the 3-dot icon in the bottom corner of the message box to view options.

      • Examples include:

        • Store Hours

        • Shipping Info

        • Return Policy

        • Gift Cards

      Notes

      • Use Notes to leave internal comments on a customer profile.

      • Access via the 3-dot menu → Add Note.

      • Notes appear in the Activity Tab with a clipboard icon and timestamp.

      • Customers do not see these notes.

      Sending a Test Message

      • Use Send Test to preview message functionality.

      • Two messages will be sent:

        1. A disclaimer that a test message is coming from Patch.

        2. The actual message content.

      Quick Overview

       

       

      Customer Support

      If you need help or need assistance determining next steps, please contact our Customer Support team by phone 888.605.4429 or email success@patchretention.com.