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How to Use Voip and Messaging
Below are the steps to access your VoIP & Messaging tools, understand where features are located, and learn how each component works.
Before getting started, please ensure you are subscribed to VoIP & Messaging and have completed all onboarding steps in this article:
👉 https://shop-manager.helpscoutdocs.com/article/347-setting-up-voip-sms-communication
Note: Only users with an active VoIP & Messaging license assigned to their account will have access to these features.
Accessing the Phone Tool
In the upper right-hand corner of Shop Manager, you’ll see the Phone icon.
Clicking this icon opens the VoIP call panel, where you can:
- Make outbound calls directly from Shop Manager
- View your recent calls
- Search for a customer or select a saved contact
- Listen to voicemails from missed calls
This tool centralizes all call activity and eliminates the need for external phone apps.
Accessing Text Conversations
Next to the phone icon, you’ll find the Text icon.
Clicking it opens the messaging sidebar, which shows:
- All active text conversations
- A searchable list of customer threads
- The ability to start a new conversation by selecting the blue text bubble in the lower right corner
This makes it easy to manage customer messaging without switching tabs or devices.
Using Text Templates
To streamline routine communication, you can create Text Templates for common responses or follow-up messages.
To create or manage templates:
Settings → Shops → Select Your Shop → Templates → Create New Template
These templates help your team respond faster and maintain consistent messaging.
Viewing Call & Text Activity
Every call and text sent through VoIP & Messaging is automatically logged in the Activity section of the customer’s profile.
This allows you to instantly see:
- Who has recently engaged with your shop
- Which customers require follow-up
- Opportunities that may be close to closing
- Any contacts that have gone silent and need to be re-engaged
This communication history ensures nothing slips through the cracks and gives your team complete visibility.
