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Two-Way Messaging

Last updated on Mar 14, 2025

Streamlining Communication for Payment Requests and Automated Messages

The Two-Way Messaging Feature in our billing application is designed to simplify communication with your customers. When someone responds to a payment request or automated message you’ve sent out, their reply will appear directly in this feature. You can then respond right from the app, with all relevant account balance information at your fingertips to assist in the conversation. This article will walk you through how it works, its benefits, and how to use it effectively.

What Is Two-Way Messaging?

Imagine a customer receives a payment request but has a question about their outstanding balance. Instead of picking up the phone or drafting an email, they can reply directly to the message. Their response shows up in the Two-Way Messaging Feature within the app, allowing you to reply quickly and resolve their query—all in one place. With key account details like outstanding balances and aging buckets included, you’ll have everything you need to provide top-notch support.

How It Works

Here’s the process in a nutshell:

  • Customer Response: When a customer replies to a payment request or automated message (sent via email or text from your hosted account number), their message is captured and displayed in the Two-Way Messaging Feature.

  • Message Display: You’ll see their response in a conversation thread, alongside relevant balance information like the total outstanding amount and aging status (e.g., "+90" for over 90 days overdue).

  • Your Reply: From there, you can type a response directly in the app and send it back to the customer, keeping the entire exchange streamlined and organized.

This feature eliminates the back-and-forth of traditional communication methods, making it easier to manage customer interactions.

Benefits of Two-Way Messaging

This feature offers several advantages for both you and your customers:

  • Streamlines Communication: No need to switch between phone calls, emails, or other platforms—everything happens in the app.

  • Saves Time: Respond quickly without searching for account details, thanks to the built-in balance information.

  • Improves Customer Satisfaction: Fast, direct replies to their questions lead to happier customers.

  • Reduces Workload: Cut down on manual follow-ups by keeping conversations in one centralized location.

How to Use Two-Way Messaging

Ready to get started? Here’s a step-by-step guide to using the feature:

  1. Navigate to Communication

    • Log into the billing app and find the sidebar menu. Click on Communication to access the messaging tools (see Screenshot 6).

  2. Open Two-Way Messaging

    • Select the Two-Way Messaging option within the Communication section.

  3. Browse Message Threads

    • On the left side of the screen, you’ll see a list of message threads. Each thread shows the customer’s name (e.g., "Test User"), a preview of their message, and a timestamp (e.g., "Mar 14, 8:51AM"). You’ll also see a purple avatar with their initial (Screenshot 6).

  4. Search or Filter

    • Use the "Search chats" bar at the top or the filter icon to find a specific conversation quickly (Screenshot 6).

  5. View the Conversation

    • Click on a thread to open it on the right side. Here, you’ll see:

      • The customer’s messages in purple bubbles (e.g., "Lorem ipsum dolor sit amet...").

      • Your replies in blue bubbles (e.g., "For sure, what are you looking for?").

      • Account details at the top, like Outstanding: $1,234.00 and Aging Bucket: +90 (Screenshot 6).

  6. Respond to the Customer

    • Type your reply in the text input field at the bottom (labeled "Chat with us!") and hit the paper airplane icon to send it (Screenshot 6).

  7. Leverage Balance Information

    • Use the displayed account details to answer questions about payments or balances, ensuring accurate and informed support.

Troubleshooting Tips

If something doesn’t work as expected, try these fixes:

  • Message Not Showing Up?

    • Check the filter settings (e.g., status filter) or refresh the page to update the thread list.

  • Multiple Replies from One Customer?

    • All responses from the same customer stay grouped in one thread, so scroll through to follow the conversation.

  • Balance Info Looks Wrong?

    • Double-check the account details in the system and update them if needed.

Need Help?

If you run into any issues or have questions about the Two-Way Messaging Feature, click the "Chat with us!" button at the bottom right of the screen. Our support team is ready to assist you in real time (Screenshots 2, 3, 5, and 6).

Why It Matters

The Two-Way Messaging Feature transforms how you handle payment requests and automated messages. By displaying customer responses directly in the app and providing all the balance information you need, it empowers you to respond efficiently and keep your customers happy. Whether it’s clarifying a balance or guiding someone through a payment, this tool makes communication a breeze.