Message a customer in quote or order chat

Enable Messaging → Quote & Order Chat, then open the saved quote or order and select its chat control. Customers use the conversation on their secure quote/order page. The chat switch is off by default.

Use the Messages inbox

Open Manage → Messages to see order and quote chats together, newest first. Only records with messages appear. Filter by All, Unread, Orders or Quotes, or search by customer name or record number. Select a conversation to read and reply; opening it marks incoming messages read, just like opening its individual chat. View Order or View Quote opens the associated record. On mobile, selecting a conversation opens the full-screen chat dialog. Close it to return to the list. The Messages badge counts unread incoming messages and refreshes periodically. Turning Quote & Order Chat off hides the inbox while preserving history.

Send a reply

1. Open the conversation and read the existing messages before replying.
2. Enter the message. Use Attach file for a JPG, PNG, WebP or PDF up to 10 MB. Remove an attachment before sending if it is the wrong file.
3. Expand Email & SMS alerts for this reply if you want to alert the customer. Choose available channels; missing contact details, disabled message types or missing SMS consent can prevent a channel being offered.
4. Select Send message. Check that it appears in the conversation. The attachment and message are part of the quote/order history; they do not change its items, price or fulfillment date.

Sent records the message in chat. Read appears when the recipient opens and reads it. These are separate from an email or SMS being delivered.

Alerts are grouped

Bakebug queues alerts with an approximately five-minute delay and groups messages into the pending alert instead of sending a separate notification for each reply. If the recipient reads the conversation before the alert is processed, the pending alert is canceled. Delivery may be later than the queue delay; it is not an exact five-minute guarantee.

A customer reply can alert the business through its email notification path. SMS alerts to the customer still require the store's SMS settings, customer permission and funds.

If the customer has no email or phone, share their secure customer-page link directly; the chat can be read there. Treat that link as private because anyone holding it can access the associated quote/order. Use the order's Notify Customer action for an order update, and save any actual order edits separately.