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Select a lead and click Text to open your conversation with that driver. You can attach files and use snippets there. The quick text box in a call wrap-up is text only. CRM texts are sent as you. They continue on the number used in your latest message with that driver, or your own number if you haven’t texted them yet.
US texting requires SMS registration. Do-not-call and opted-out numbers can’t be texted from CRM. Changing a lead’s status or re-importing the number doesn’t bypass those restrictions.

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Send a due text step

When the next plan step is a text and it’s due, the lead shows the plan’s message. Open the lead and click Send text. Check the wording before sending. The template can fill in the driver’s first name, your name, and the workspace name. The plan send uses its saved template. To write different wording, use the lead’s normal text composer instead. A qualifying text on or after the step is due can complete that text step.

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Why didn’t a text send?

The message tells you why a text was skipped. Common reasons include:
  • The driver opted out or is on the do-not-call list.
  • The next step changed or isn’t due anymore.
  • The lead was reassigned or is no longer available to you.
  • The lead is still updating, or it has no valid phone number.
Check the reason before retrying. A plan step already queued isn’t sent twice. A later send failure can reopen the text step so it can be retried. A send confirmation isn’t proof the carrier delivered the text. Check the message in Inbox → Chats when delivery matters. Usage is covered in Plans and billing.

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What happens when the driver replies?

The lead can move to Replied with Reply now as its next action. Reading the message doesn’t clear that responsibility; respond to the driver. After you answer, check whether you need to set a callback, since answering a reply stops the follow-up plan. Texts sent from Inbox can update the matching CRM lead too. The conversation must match the driver’s number and the access/assignment for that lead. If it doesn’t update, see Troubleshooting.