This guide covers everything you need to know about communicating with customers in Chariot — from the new Messages tab to manual templates and automated messages.
The Messages Tab
The Messages tab on every job gives you a single place to view, search, and send all customer communication — emails and texts together.
From the Messages tab you can:
Search message content across all emails and texts on the job
Filter by channel (Email or Text), direction (Sent or Received), or source (User Initiated or Automated)
Send emails and texts directly using your saved templates
View and open attachments from past messages
Easily see which messages were sent automatically by Chariot vs. manually by your team
Manual Templated Texts and Emails
Send emails from the Messages tab using your saved templates. Chariot includes default templates for key moments — web form submissions, estimate sending, and booking confirmations — and you can create custom templates for any scenario.
Customizing Templates for Specific Scenarios
Adding Standard Messages to Templates
You can include standard messages, such as disclaimers or important notes, in your email templates to ensure they are consistently communicated to customers. For example, to add a message like "Also, please note that we do not offer packing services":
Open the Settings section in your Chariot account.
Identify the relevant email templates under the View Message Templates tab.
Edit the "Web Form Completed" email template to add this message for communications triggered after form submissions.
Similarly, modify the "Send Estimate" templates (e.g., Local and Long Distance) to include this message when sending estimates.
Two-Way Texting
Two-way texting lets you have real conversations with customers directly in Chariot. When a customer replies to a text, it shows up in the Messages tab — and you can filter to show only received messages to stay on top of incoming replies.
Tips for Effective Template Customization
Ensure your message is clear and concise to avoid confusion.
Use consistent language and formatting across all templates to maintain a professional tone.
Regularly review and update your templates to reflect changes in services or policies.
Test your templates by sending a few emails to yourself or a colleague to verify formatting and content delivery.
Conclusion
Chariot's Messages tab gives your team one place to manage all customer communication — manual or automated, email or text. Use it to stay organized, respond quickly, and keep a clear record of every customer interaction.