Messaging
Learn how to send messages and manage your Endear inbox
75 articles
Inbox (Beta)
Learn about the new Inbox interface
- What is the new inbox?Learn about the changes to your inbox and how to try it out in beta.
- How can I unsend a message?Learn about how to undo a sent message within the first 10 seconds or disable this setting.
- How can I view customer information while messaging?Learn how our customer details page gives you important information when and where you need it.
- How to Use Email CC in EndearAdd a team member to customer email conversations for better collaboration and visibility
- How do I send a new message to a customer?Stay in touch with your customers by sending them engaging messages
- When should I send a text message vs an email message?When contacting customers you can choose to send an SMS or email
- How do I preview messages?Preview messages before you send them.
- How do I message one or more customers on Endear?Learn how to email and text customers one at a time or in bulk
- How do I use in-line images in my messaging?Learn how to use in-line messaging with SMS and email responses
- How to enhance messages & templatesLearn to add images, products, stories, links and more!
- What are merge fields and how do I use them?Learn how to personalize your message with customizable personalized bulk emails or text messages using Merge Tags
- How long can my text messages be?Learn about SMS character limits and how special characters affect the length of your text messages
- How to use Endear AI when messagingLearn how Endear's AI capabilities can help you draft messages and summarize long conversation threads.
- How can I add images to my messages?Learn how to add images to enhance your SMS and email messages.
- How can I share video in a message?Learn how to send a video within a customer message.
- How do I add products to a message?Easily add product images to emails or text messages to give customers rich information right at their fingertips.
- How do I add a link to a message?Adding clickable links to any email or SMS message is simple
- How do I add Stories to a message?Share Stories you've assembled straight through your messaging platform
- When can I send SMS messages to consumers in the US?
- When can I send email messages to consumers in the US?
- How do I reply to an existing thread with a customer?Reply to customer's recent message or follow up on a previous message you sent
- How do I schedule a message for later?Schedule messages to send messages at a specific date and time that works best for your audience.
- Is there a way to stop sending a mass message?If you delete the draft you can avoid pending messages from being sent
- Why does my link change when I send a message?Learn why links in Endear look different once you send them to customers.
- What does the 24-hour autoblock mean?
- What happens to emails that are delayed by the 24h message limit?Learn when you need to resend emails because of the 24 hour message limit.
- Understanding read vs. unread messagesLearn about message status indicators, read receipts for texts, and email open tracking in your Endear inbox
- What do customers see when I message them?What do customers see when I message them?
- Can customers start conversations with me?Anyone can write in to contact you directly over email or SMS
- How do I message multiple customers?Learn to send bulk message customers via email, SMS, or WhatsApp messages.
- How do I add or remove participants from a conversation?Adding and removing participants from a conversation
- How do I know if my message was delivered successfully?Find out the status of your messages to recipients
- How do I unsubscribe customers?Unsubscribe a customer manually
- How do I add multiple recipients to my messages?Adding additional recipients to and removing them from messages.
- How do I search and filter my messages?Search and filter messages
- How can I change the Sender name customers see when they receive my emails?The Sender name, or vanity name, is the name customers see in their inbox instead of an email address
- How do I add and edit my signature?Add a signature to your messages with your contact information
- What are message statuses and how do I change them?How do I change a message's status?
- How do I hide the team inbox from users?Disable a team's shared inbox from your settings page. [Only accessible to admins on the Professional plan].
- What are the sections in my Messaging inbox?A break-down of the different sections in your Messaging inbox
- Who else can see and respond to my messages?Anyone in your location and any account admins can see and respond to your conversations in the team inbox
- What is the difference between converted messages and clients
- Understanding open vs. closed conversation statusesLearn how to Endear utilizes open and closed statuses to help you manage your inbox.
- Template DatabaseA list of popular templates to use in Endear messages.
- How do I view and filter my templates?Learn how to access and filter your templates from your Inbox module
- How do I add a template to a message?Save time by using templates in your messages
- Who else has access to templates?See who can view and edit templates
- How to create and use templates in EndearCreate message templates to save time with repeated content like thank-you notes and welcome messages
- How to restore deleted templatesRecover your deleted templates
- How do I set up email in Endear?Add an e-mail contact method from within Endear
- How do I set up a new phone number in Endear for SMS or call forwarding?Learn how to setup a new phone number for SMS texting and/or call forwarding for your brand.
- Setting up an e-mail address using your custom domainCreate an email address with your brand's custom domain
- How do I set up phone number forwarding?Adding store phone number for call forwarding
- How do I enable and disable emails and phone numbers in Endear?Enable or disable your teams' contact methods
- Setting up your own custom domainLearn how to add a custom domain for a more branded email experience
- How can users start sending messages?Learn what is required for users to start sending messages
- Forbidden Message CategoriesThe messaging use cases described below are strictly prohibited on Endear. These guidelines apply to all forms of messaging in Endear.
- How can I restrict who a store team can contact?Learn how Audience Restrictions enable customized controls at the team-level.
- What are Opt-Out Rates?What are opt-out rates
- Understanding Texas's text messaging law (SB140)Stay compliant with changes in Texas legislature that impacts SMS marketing starting September 1, 2025
- How to edit your opt-out messageCustomize the automatic opt-out confirmation message sent to customers who unsubscribe from SMS communications.
Messaging Troubleshooting
Learn how to navigate issues or questions related to Messaging
- How can customers opt-out of SMS messages?Learn how customers can opt-out or opt-back-in to receiving SMS messages.
- How do I resubscribe a customer to messages?Resubscribe a customer to messages
- A customer's phone won't allow them to open a message due to being "unsafe"
- I'm unable to hyperlink a URL to text...am I doing something wrong?Why can't I hyperlink my url in a text message?
- Why do I have fewer text characters available than usual?Learn the common cause of this reduction and how to restore the maximum character count.
- Why is the image in my message creating a hyperlink?
- Why isn't my shortened link working?Learn why a shortened link may not work when the full length one was working.
- Why are some emails sent from Endear ending up in spam folders?Troubleshooting why emails may be going to customer spam folders
- Why do my images or GIFs get compressed in SMS messages?Learn how Endear compresses images and GIFS and what to expect when sending these large files via SMS.