Use email when a message needs more detail than a text.

Email is a good choice for service estimates, billing explanations, appointment summaries, document follow-up, and any message the customer may want to find later.

What you will accomplish

• Send a customer email from the correct Inbox conversation.
• Write a clear subject line and easy-to-read message.
• Keep the email in the same customer timeline for your team.

Before you start

• Email sending must be set up for your team. If Email is disabled, review Configure communication settings for Inbox.
• The customer must have a valid email address on file.
• Know the main point you need the customer to understand.
• If the email mentions a car, invoice, appointment, or contract, confirm those details before writing.

Open the email composer

1. Open Inbox

   Go to Inbox.

2. Select the customer

   Click the customer conversation.

   Read the latest messages before replying.

3. Click Email at the bottom

   At the bottom of the conversation, click Email.

   The email composer shows a Subject field and a larger message field labeled Write your email….

   If Email is gray: Ask an admin to finish setup in Configure communication settings for Inbox, and confirm the customer has an email address on file.

Expected result: The Subject field and email body field are ready for you to type.

Write the email

1. Write a clear subject

   Use a subject that tells the customer what the email is about.

   Good examples:

   • Re: Service estimate for the Porsche
   • Huracan pickup confirmation
   • Invoice question follow-up
2. Start with the answer

   Put the most important answer in the first sentence.

   Example: "Hi Alex, we will send the Porsche service estimate this afternoon."

3. Add details in short paragraphs

   Keep paragraphs short. If there are several steps, use a short list.

   Customers are more likely to read and understand a message when it is easy to scan.

4. End with the next action

   Tell the customer what happens next.

   Example: "Please reply to approve the estimate, or call us if you want to review it together."

Send the email

1. Review the customer and subject

   Confirm you are in the correct customer conversation and the subject is accurate.

2. Read the email once before sending

   Check names, dates, times, vehicle details, dollar amounts, and links.

3. Click Send email

   Click Send email.

   The email appears in the conversation timeline after it sends.

Expected result: The sent email appears in the timeline with the subject line you chose.

Reply to an existing email

If the customer sent an email, you may see a Reply button on that email in the timeline. This keeps your answer in the same email thread the customer started.

1. Open the customer in Inbox

   Go to Inbox and select the customer, such as Alex Morgan.

2. Show only emails (optional)

   Near the top of the timeline, click the Emails pill (it shows a count such as Emails 1).

   Why this helps: Hides texts and calls so you can focus on the email thread.

   See Respond to a conversation for more on timeline filters.

3. Click Reply

   On the customer's email message, click Reply.

   Expected result: The Email composer opens at the bottom with Subject filled in (often starting with Re:).

4. Write and send your reply

   Type your message, review it, and click Send email.

   Expected result: Your reply appears in the timeline under the original email.

When to use Reply vs a new Email

• Use Reply when the customer sent an email and you are answering that same thread. The subject usually keeps Re: so messages stay grouped in the customer's inbox.
• Use Email (the tab at the bottom) when you are starting a new topic, sending a first email to a customer who only texted before, or writing about something unrelated to the email above.

What success looks like

• The email appears in the conversation timeline.
• The subject clearly matches the topic.
• The customer knows what happened and what to do next.
• Your team can find the email later in the same customer conversation.

Troubleshooting

What to do next

If the customer replies, the new email appears in the same Inbox conversation. If the topic needs a faster answer, use Send a text message from Inbox or call the customer.