BusinessStub Read the conversation first
Open Inbox, select your business, and read the full thread before replying. A website form, chatbot conversation, or earlier email may already contain the details you need.
Check the customer, the source, and the latest message. If something belongs to another business or appears to be missing, ask your administrator to check access and routing.
Choose a customer reply or a private note
Use Email for a response the customer should receive. Check the recipient and message before sending, and watch for the result. A delivery error means you should investigate before assuming the reply arrived.
An internal note is for your team. Keep private context and call summaries in notes, not in a customer-facing reply.
Give follow-up a clear next step
If you speak with someone by phone, record the outcome and what happens next. Add a task in Customers for work that needs a reminder. A note on its own is not a scheduled task.
Keep the queue useful
Keep conversations open while there is still a next step. Use the status and close controls available in the thread when work is complete, and record a reason when requested. Mark genuine spam appropriately; check that a submission is not a real customer before removing it from active work.
Before moving on
- Check that the reply or note was saved.
- Confirm private notes were not sent to the customer.
- Record who will handle the next step and when.
When you need help
Contact your BusinessStub administrator if a conversation is assigned to the wrong business, a reply fails, or your account cannot see a thread it should have access to. Include the business, the approximate time, and the error message.
Need a hand?
For a setup or access issue, include your business name, the page, and the message you see when contacting BusinessStub. Keep passwords and private customer details out of community posts.
Explore common fixes →