> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dealerfunnel.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Messaging: Send SMS, Email, and Facebook to Your Leads

> Send and receive SMS, email, and Facebook Messenger messages from the Dealer Funnel conversation view, with scheduling and AI-assisted drafts.

Every outbound message your team sends — whether it's a quick SMS, a detailed follow-up email, or a Facebook Messenger reply — is composed and delivered from the same place: the message composer at the bottom of the conversation thread. Switching channels is as simple as clicking a tab. Every message you send, regardless of channel, is logged chronologically in the thread so the full conversation history is always visible in one place.

## The Message Composer

The composer sits at the bottom of the center panel when you have a conversation open. It adapts to whichever channel you select, showing the appropriate fields, character limits, and formatting options for that channel.

At the top of the composer you'll see tabs for each available channel:

* **SMS** — Send a text message to the lead's mobile number
* **Email** — Send a formatted email to the lead's email address
* **Facebook** — Reply through Facebook Messenger (available when the lead originated from Facebook or has an associated Messenger contact)

Click the tab for the channel you want, compose your message, and press **Send**.

***

## Sending an SMS

SMS is the highest-response channel for most dealerships. Keep your texts conversational, clear, and concise.

<Steps>
  <Step title="Select the SMS tab">
    In the message composer, click the **SMS** tab. The composer shows a plain text input field.
  </Step>

  <Step title="Type your message">
    Enter your message in the text field. A character counter in the bottom-right of the composer tracks your message length and shows you how many segments your message will consume (see the segment note below).
  </Step>

  <Step title="Add an emoji (optional)">
    Click the emoji picker icon to browse and insert an emoji. Emojis are delivered as part of the SMS and are counted toward your character limit.
  </Step>

  <Step title="Attach media (optional)">
    To send an image, GIF, or short video as an MMS message, click the **paperclip** or **image** icon and select a file from your device. Supported formats include JPG, PNG, GIF, and MP4 (file size limits apply per carrier guidelines).
  </Step>

  <Step title="Send">
    Click **Send** to deliver the message immediately, or use the scheduling option (described below) to queue it for a future time.
  </Step>
</Steps>

**SMS Segments:** Standard SMS messages are 160 characters long. When your message exceeds 160 characters, it is split into multiple segments — each segment is billed as a separate SMS. The composer displays a live segment counter (for example, "1/1" for a short message, "2/2" for a longer one) so you can trim your message if needed. Note that including an emoji or certain special characters reduces the per-segment character limit to 70 characters.

<Note>
  If your dealership has **double opt-in** enabled, a lead must reply YES to an opt-in confirmation message before they can receive any automated messages from your funnels. Manual messages sent directly by an agent are not blocked by the opt-in requirement, but automated sequences will not run until the lead confirms. Check the lead's opt-in status in the lead detail panel before assuming automated follow-up is active.
</Note>

***

## Sending an Email

Email is ideal for longer, more detailed communications — sending a vehicle brochure, a trade-in valuation summary, a financing overview, or a formal appointment confirmation.

<Steps>
  <Step title="Select the Email tab">
    Click the **Email** tab in the message composer. The composer expands to show a **Subject** field and a rich text editor body.
  </Step>

  <Step title="Enter a subject line">
    Type a clear, specific subject line. Avoid generic subjects like "Following Up" — use something that references the lead's interest, such as "Your 2024 F-150 Quote from \[Dealership Name]."
  </Step>

  <Step title="Compose your message">
    Use the rich text editor to format your email. The toolbar includes bold, italic, bullet lists, numbered lists, hyperlinks, and text alignment options. You can also paste formatted content from another source.
  </Step>

  <Step title="Attach files (optional)">
    Click the **attachment icon** to upload files from your device — PDFs, images, and documents are all supported. Attachments are sent as standard email attachments that the lead can download from their inbox.
  </Step>

  <Step title="Send">
    Click **Send** to deliver the email immediately, or schedule it for a future time using the clock icon.
  </Step>
</Steps>

***

## Sending a Facebook Reply

When a lead arrives from a Facebook Lead Ad or initiates contact through your dealership's Facebook Page, their conversation is linked to their Messenger account. You can reply directly through Facebook Messenger without leaving Dealer Funnel.

<Steps>
  <Step title="Select the Facebook tab">
    Click the **Facebook** tab in the composer. This tab is only active if the lead has an associated Facebook Messenger contact. If the tab is grayed out, the lead did not originate from Facebook.
  </Step>

  <Step title="Type your reply">
    Enter your message as plain text. Facebook Messenger does not support the same rich formatting as email, so keep your message clean and conversational.
  </Step>

  <Step title="Send">
    Click **Send**. Your message is delivered to the lead's Facebook Messenger inbox and a copy appears in the Dealer Funnel thread.
  </Step>
</Steps>

<Note>
  Facebook's Messaging Policy limits how long after the lead's last message you can send certain types of replies through Messenger. If a lead has not messaged your Page in more than 24 hours, some message types may be restricted by Facebook's platform rules. Dealer Funnel will display a warning in the composer if this restriction applies.
</Note>

***

## Scheduling a Message

Sometimes the best time to send a message isn't right now — maybe you want to follow up tomorrow morning, or time a message to arrive just before a weekend appointment.

<Steps>
  <Step title="Compose your message">
    Write your SMS, email, or Facebook reply in the composer as you normally would.
  </Step>

  <Step title="Click the clock icon">
    Instead of clicking **Send**, click the **clock icon** next to the Send button to open the scheduler.
  </Step>

  <Step title="Pick a date and time">
    Use the date and time picker to select when you want the message to be delivered. The time shown is in your dealership's configured time zone.
  </Step>

  <Step title="Confirm the schedule">
    Click **Schedule**. The message is queued and will appear in the conversation thread with a **clock indicator** and a timestamp showing when it is set to send.
  </Step>

  <Step title="Edit or cancel a scheduled message">
    To modify or cancel a scheduled message before it sends, click the scheduled message in the thread and select **Edit** or **Cancel Schedule**.
  </Step>
</Steps>

<Tip>
  Use scheduled messages to maintain consistent follow-up cadences without requiring agents to be online at odd hours. For example, schedule a "Good morning, still thinking about that truck?" text to go out at 9:00 AM the day after a lead goes cold.
</Tip>

***

## AI-Assisted Replies with Carly

Carly is Dealer Funnel's built-in AI assistant. She reads the context of your conversation thread and generates a relevant suggested reply, saving your agents time and helping less experienced team members craft professional responses.

<Steps>
  <Step title="Click the Carly button">
    In the message composer, click the **Carly** button (look for the AI or sparkle icon). Carly analyzes the most recent messages in the thread and generates a suggested reply in the composer.
  </Step>

  <Step title="Review the suggestion">
    Read the suggested reply carefully. Carly's suggestions are a starting point, not a final draft — always review for accuracy, tone, and dealership-specific details before sending.
  </Step>

  <Step title="Edit as needed">
    Click anywhere in the composer to edit the suggestion. Adjust pricing, vehicle details, names, or phrasing to make the message sound natural and accurate.
  </Step>

  <Step title="Send">
    When you're satisfied with the message, click **Send** or **Schedule** as you normally would.
  </Step>
</Steps>

<Warning>
  Never send a Carly-generated reply without reviewing it first. AI-generated content can misstate pricing, availability, or specific vehicle details. Your agents are responsible for the accuracy of every message sent from their account.
</Warning>

***

## Saved Replies (Templates)

Saved replies let you store and reuse frequently sent messages — greetings, appointment confirmations, trade-in inquiries, financing prompts, and any other message your team sends regularly. Using templates keeps your messaging consistent and dramatically reduces response time.

<Steps>
  <Step title="Open the saved reply search">
    In the message composer, type a forward slash ( **/** ) to trigger the saved reply search bar.
  </Step>

  <Step title="Search for a template">
    Start typing a keyword — for example, "appt" to find appointment-related templates, or "trade" to find trade-in message templates. Results filter in real time as you type.
  </Step>

  <Step title="Select a template">
    Click the template you want to use. The template text is inserted into the composer instantly. Dynamic fields (such as {lead_first_name} or {agent_name}) are auto-filled where your account has the relevant data.
  </Step>

  <Step title="Review and send">
    Always review the inserted text before sending — especially any dynamic fields — to confirm they resolved correctly. Then send or schedule as needed.
  </Step>
</Steps>

To create or manage saved replies, go to **Settings > Saved Replies**.

***

## Inbound Message Notifications

When a lead replies to your team, Dealer Funnel alerts agents through multiple channels so no inbound message goes unnoticed.

* **Browser notifications** — A desktop push notification appears in the corner of your screen with the lead's name and a preview of their message. Click it to jump directly to the conversation.
* **Mobile push notifications** — If you have the Dealer Funnel mobile app installed and notifications enabled, your phone buzzes with the incoming message even when you're away from your desk.
* **Email alerts** — Dealer Funnel can send an email notification to the assigned agent when their lead replies. This is configurable per user in **Settings > Notifications**.

<Tip>
  Encourage your agents to enable browser notifications and mobile push notifications during onboarding. Fast response times are one of the biggest drivers of lead conversion — most leads expect a reply within five minutes of their initial contact.
</Tip>