# Chat/SMS Panel -- Customer Messaging

**Category:** Workbook Features
**Audience:** All Store Employees
**Last Updated:** 2026-02-11

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## What Is the Chat Panel?

The Chat Panel is an embedded SMS messaging system that lets you communicate with customers via text message directly from the workspace. Instead of switching to a separate messaging app, you can send and receive texts right alongside your Queue and Completed Buys views.

The Chat Panel uses a master-detail layout: a conversation list on one side, and the active conversation thread on the other.

## How to Open the Chat Panel

The Chat Panel is accessed through a floating **chat toggle button** (a speech bubble icon) that appears on the right side of your screen. Click it to open the panel, click the X or the toggle again to close it.

If your store also has the Schedule Panel enabled, the chat toggle integrates into the schedule panel's footer area for a cleaner layout.

### Unread Badge

When you have unread messages, a red badge with a count appears on:
- The chat toggle button
- The Queue and Completed Buys navigation links in the sidebar

This ensures you never miss an incoming customer message.

## Conversation Feed

When you first open the Chat Panel, you see the **Conversations** feed -- a list of all active SMS conversations for your store. Each conversation shows:

- The customer name
- A preview of the most recent message
- The time of the last message
- An unread indicator if there are new messages

Click any conversation to open the full message thread.

## Message Thread View

Once you open a conversation, you see the full message history with the customer. Messages are displayed in a chat-style layout using Syncfusion ChatUI, with:

- **Outbound messages** (from your store) on the right
- **Inbound messages** (from the customer) on the left
- **Timestamps** for each message
- **Delivery status** indicators

### Back Button

Click the back arrow in the panel header to return to the conversation feed.

## Sending Messages

### Composer Area

At the bottom of the thread view, you will find the message composer:

1. **Template Button** -- Opens a picker of pre-written message templates
2. **Text Input** -- A text area where you type your message (up to 640 characters)
3. **Segment Counter** -- Shows the character count and how many SMS segments the message will use (e.g., "120/160 | 1 SMS")
4. **Send Button** -- Sends the message (disabled until you type something)

### Message Templates

Click the **Templates** button to choose from pre-written message templates. These are configured by your store and are useful for common communications like:

- "Your buy is ready for pickup"
- "We have a question about your items"
- "Your payment is ready"

Templates ensure consistent, professional messaging and save time.

### SMS Segments

SMS messages are sent in segments of 160 characters. The segment counter at the bottom of the composer shows you:

- How many characters you have typed out of 160
- How many SMS segments the message will use

Longer messages cost more because they require multiple segments. Keep messages concise when possible.

## Freetext Restrictions

Depending on your store's configuration, freetext messaging (typing your own custom messages) may be restricted until the customer replies first. This is shown as a "Freetext unlocks after the customer replies" message.

When freetext is locked, you can still send messages using **Templates**. Once the customer responds, the text input unlocks and you can type freely.

## Do Not Text (DNT) Customers

If a customer is on the Do Not Text list, a red banner appears at the top of the thread:

> "This customer is on the Do Not Text list. Messaging is disabled."

You cannot send messages to DNT customers. If you believe this is incorrect, contact your store manager.

## Real-Time Updates

The Chat Panel uses Ably (a real-time messaging service) to deliver incoming messages instantly. When a customer texts your store:

1. The message appears in the conversation thread immediately
2. The unread badge updates on the toggle button and sidebar
3. A notification sound plays (if enabled)

You do not need to refresh the page to see new messages.

## Which Screens Show the Chat Panel?

The Chat Panel is available on:

- **Queue** view -- for communicating with customers currently in the queue
- **Completed Buys** view -- for follow-up messages with customers whose buys are done

When you switch between these views using the sidebar navigation, the Chat Panel automatically adjusts its context.

## Tips

- **Use templates for standard messages** -- they are faster and ensure consistent communication
- **Watch the segment counter** -- keeping messages under 160 characters saves on SMS costs
- **Check for unread badges** -- the red badges on the sidebar links tell you if there are messages waiting
- **Close the panel when not needed** -- it slides out of the way to give you full screen space for the Queue or Completed Buys grid

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*The Chat Panel requires SMS to be enabled for your store (via Twilio or Vonage). Contact your store administrator if you do not see the chat toggle button.*