Send a customer message from an order
Use the Message customer panel to email the customer from the order, with an optional AI-drafted starting point.
To email a customer about their order, use the Message customer panel on the order page. Every message is logged against the order.
How do I send a message?
- Open the order and find the Message customer panel. It appears when the customer has an email on file.
- Type your message, or click Draft message to start from an AI-written draft you can edit.
- Review the wording, then click Send to customer.
The email goes out under a subject line referencing the order number, and an entry is added to the order's activity record.
Tip. AI drafts are a starting point, not send-and-forget. Read the message and adjust the tone and details before it leaves.
Common questions
Why don't I see the Message customer panel?
It only appears when the order's customer has an email address on file. Add an email to the customer record and it shows up.
Do I have to use the AI draft?
No. Draft message is optional. You can type the whole message yourself, and you should always review any AI draft before sending.
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