Communicate with the customer directly from their profile, without leaving the system or using WhatsApp: every message stays saved, with a staff notification and the ability for the customer to reply from their own portal.
The chat built into the system lets a smartphone and PC repair shop communicate directly with the customer about a specific repair or request, without leaving the software and without using staff members' personal email or WhatsApp: every exchanged message stays saved on the customer's record and can be viewed at any time by anyone on staff with access to their profile.
Why it matters for a repair shop
In a repair shop it often happens that the same person doesn't follow a customer the whole way through: whoever took the device at the counter might not be the technician repairing it, and whoever answers the phone later might be yet another colleague. If communication happens over personal channels (a technician's WhatsApp, unlogged text messages or calls), information easily gets lost and the customer risks having to repeat the same request multiple times. Keeping communication inside the system, linked directly to the customer record, avoids this: whoever picks up that customer can read in seconds what was agreed, without having to call them back to catch up.
In practice
The chat is linked to the customer record, not to a single repair: every message exchanged with that customer, no matter how many repairs or sales they have going, stays in one conversation viewable from their profile. Each message has a sender ("staff" or "customer") and a text body, up to a maximum of 2,000 characters per message.
When staff send a message from the customer's profile, it appears in the customer's online reserved area, where they can read it and reply on their own, without calling the shop. Likewise, when the customer writes from their own reserved area, the message lands on the staff-side customer record and automatically generates an internal notification, so whoever is at the counter or in the workshop immediately knows there's a new message to read, with a direct link to the profile of the customer who wrote.
The system also tracks read and unread messages in both directions: when staff open the conversation, the customer's unread messages are marked as read, and the same happens when the customer opens the chat from their reserved area for staff messages. This way both sides always know whether their last message has actually been seen.
Quick guide
- Open the customer's record from the Customers section.
- Go to the messages/chat section of the profile.
- Write your message (up to 2,000 characters) and send it.
- The customer gets a notification in their reserved area and can reply directly from there.
- When the customer replies, you get an internal notification with a direct link to their profile.
- Check the message history at any time by reopening the customer's record.
Real use cases
A technician discovers a device being repaired needs an extra part not included in the original quote: instead of trying to call the customer several times with no answer, they send a message from the profile asking for confirmation; the customer sees it as soon as they reopen the app or website on their phone and replies whenever they have a moment. A customer writes from their reserved area asking whether their PC is ready for pickup: staff get the notification, open the profile, check the repair status and reply with the shop's opening hours, all without a single phone ring. A customer who left an incorrect phone number can still be reached through their reserved area's chat, preventing the repair from being stuck for lack of a valid contact.
Tips and best practices
Use the chat to leave a written record of important agreements even when made over the phone (such as accepting an extra cost), so the message remains a reference anyone in the shop can consult. Check new customer message notifications regularly, so you don't leave a customer waiting for a reply they expect quickly. Remember the message appears in the customer's reserved area: write clearly and professionally, since the customer reads it directly, with no intermediary. If the message involves an extra cost or a deadline, highlight it clearly from the first lines, so the customer doesn't underestimate how urgent a reply is expected.
Common mistakes to avoid
The first mistake is continuing to use personal channels (WhatsApp, private texts) instead of the built-in chat: information exchanged outside the system doesn't stay linked to the customer record and gets lost if the staff member handling them changes. Another mistake is ignoring new message notifications for days, leaving the customer waiting for a reply they thought would come quickly. Finally, avoid unnecessarily exceeding the 2,000-character limit with overly long messages: it's better to split a complex communication into several short, clear ones. Finally, avoid replying in a distracted or incomplete way: an unclear message often forces the customer to write again, needlessly dragging out the conversation.
Frequently asked questions
Do messages remain visible after the repair is closed? Yes, the history stays linked to the customer's record even after the repair is completed, viewable at any time.
Who can see the messages exchanged with a customer? Anyone on staff with access to the customer's profile can read the conversation.
Does the customer get a notification when I write to them? The message appears in their reserved area, where they can view it and reply directly from their account.
Does staff get a notification when the customer replies? Yes, an internal notification is generated with a direct link to the profile of the customer who wrote, making it quick to open the conversation.
Is there a message length limit? Yes, each message can hold up to 2,000 characters; for longer communications it's better to split them into several messages.
Is the chat linked to a single repair or to the whole customer? It's linked to the customer: all exchanged messages, even about different repairs, stay in one conversation viewable from their profile.
Can I write to the customer outside the shop's opening hours? Yes, the message stays saved and visible in their reserved area, ready to be read and replied to as soon as the customer reopens the app or website, even outside opening hours.
