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Use the Communications workspace

Last updated July 23, 2026

The Communications workspace keeps customer text conversations and live chat in one place. Use it to answer questions, identify the customer and location, and move a conversation into booking or follow-up work without losing context.

Before you begin​

You need Communications access. Text messaging requires an active Nexus Phone Service number with business texting ready. Live Chat appears when it is available and configured for your company.

Open and navigate Communications​

Go to Communications in the main navigation.

  1. Select Messages for text conversations.
  2. Select Live Chat for website conversations when the feature is available.
  3. Use the sidebar control to expand or collapse the Communications navigation.
  4. Open Settings at the bottom of the rail for workspace-specific choices when your role allows.
  5. Use search, unread, status, or assignment filters shown above the conversation list.

Use the conversation list to switch customers while keeping the selected thread open.

Find and review a conversation​

  1. Open Messages.
  2. Search by customer name, phone number, or message text when available.
  3. Use an unread or status filter to focus the queue.
  4. Select the conversation.
  5. Review the customer information and the full message history.
  6. Follow the customer, location, job, or other related-record link when more context is needed.

Before replying, confirm you have the correct customer. A shared household or business number may be connected to more than one record.

Reply to a message​

  1. Open the conversation.
  2. Confirm the sending number shown in the composer.
  3. Enter the reply in the message field.
  4. Add an attachment only when it is appropriate for the customer and supported by the composer.
  5. Review the message.
  6. Click Send.
  7. Confirm the new message appears in the thread.

Review the customer context and sending number before sending a reply.

Start a new message​

  1. Click New Message or the compose action.
  2. Search for and select the customer.
  3. Select the customer's phone number when more than one is available.
  4. Choose the Nexus number that should send the message.
  5. Enter the message.
  6. Click Send Message.
  7. Open the new conversation from the list.

Continue from Live Chat​

  1. Open Live Chat.
  2. Select an active or recent conversation.
  3. Review the visitor and customer details shown.
  4. Reply while the conversation is active.
  5. Create or connect the customer record when the workflow offers that action.
  6. Continue to New Job when the visitor is ready to book.

What happens next​

Sent and received messages remain in the conversation. When a recognized customer, job, or location is connected, staff can follow the relationship to continue booking, service, or billing work.

Troubleshooting​

A conversation does not appear​

Clear search and filters, then refresh the workspace. Search by the complete phone number. If the message used a different Nexus number, confirm that line is active in Phone Service.

A message will not send​

Confirm the selected Nexus number can send texts and business texting is ready. Shorten the message, remove the attachment, and try again.

Live Chat is missing​

Live Chat may not be available or configured for your company. Ask an administrator to review the feature and website setup.