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

# Send an email from Inbox

> Send a customer email from Inbox when your reply needs a subject line, more detail, or a formal written record.

Use email when a message needs more detail than a text.

Email is a good choice for service estimates, billing explanations, appointment summaries, document follow-up, and any message the customer may want to find later.

## What you will accomplish

* Send a customer email from the correct Inbox conversation.
* Write a clear subject line and easy-to-read message.
* Keep the email in the same customer timeline for your team.

## Before you start

* Email sending must be set up for your team. If **Email** is disabled, review [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings.md).
* The customer must have a valid email address on file.
* Know the main point you need the customer to understand.
* If the email mentions a car, invoice, appointment, or contract, confirm those details before writing.

## Open the email composer

**1. Open Inbox**

Go to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox).

**2. Select the customer**

Click the customer conversation.

Read the latest messages before replying.

**3. Click Email at the bottom**

At the bottom of the conversation, click **Email**.

The email composer shows a **Subject** field and a larger message field labeled **Write your email…** (some screens shorten this to **Write an email…**—both mean the same box).

**If Email is gray:** Ask an admin to finish setup in [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings.md), and confirm the customer has an email address on file.

**Why Email vs Text:** **Text** is for short phone updates. **Email** adds a **Subject** line and a larger writing area—better when the customer needs to search their inbox later or when you are explaining several details.

**Expected result:** The **Subject** field and email body field are ready for you to type.

![Inbox conversation with the Email tab selected at the bottom showing Subject and Write your email fields](https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-email-reply.webp?fit=max\&auto=format\&n=AQ1X2WSk-gkMq5qc\&q=85\&s=412777b3cd1300926f219d85a4276819)

*After you click **Email** at the bottom, you will see **Subject** and **Write your email…**. If a yellow **Messaging isn't configured yet** notice appears, an admin must finish email setup before you can send.*

> [!WARNING]
>
> **Email button is gray?**
>
> If **Email** is disabled at the bottom of the conversation, email sending may not be finished in [Settings > Communications](https://www.carstoragesoftware.com/dashboard/settings/communications). Common reasons include an unverified email domain or a missing customer email address on file. You can still reply to an existing customer email with **Reply** on that message in the timeline when email is configured.

> [!TIP]
>
> **Shortcut: Reply to an email already in the thread**
>
> If the customer sent an email, you can click **Reply** on that email in the timeline instead of starting from a blank composer. See [Reply to an existing email](#reply-to-an-existing-email) below.

## Write the email

**1. Write a clear subject**

Use a subject that tells the customer what the email is about.

Good examples:

* **Re: Service estimate for the Porsche**
* **Huracan pickup confirmation**
* **Invoice question follow-up**

**2. Start with the answer**

Put the most important answer in the first sentence.

Example: "Hi Alex, we will send the Porsche service estimate this afternoon."

**3. Add details in short paragraphs**

Keep paragraphs short. If there are several steps, use a short list.

Customers are more likely to read and understand a message when it is easy to scan.

**4. End with the next action**

Tell the customer what happens next.

Example: "Please reply to approve the estimate, or call us if you want to review it together."

## Send the email

**1. Review the customer and subject**

Confirm you are in the correct customer conversation and the subject is accurate.

**2. Read the email once before sending**

Check names, dates, times, vehicle details, dollar amounts, and links.

**3. Click Send email**

Click **Send email**.

The email appears in the conversation timeline after it sends.

**Expected result:** The sent email appears in the timeline with the subject line you chose.

> [!NOTE]
>
> **What address the customer sees**
>
> Outbound emails come from your facility's configured sending domain (for example **[service@yourfacility.com](mailto:service@yourfacility.com)**). If customers say they cannot find your email, ask them to search for your facility name and check spam. Admins set this up in [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings.md).

## Reply to an existing email

If the customer sent an email, you may see a **Reply** button on that email in the timeline. This keeps your answer in the same email thread the customer started.

**1. Open the customer in Inbox**

Go to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) and select the customer, such as **Alex Morgan**.

**2. Show only emails (optional)**

Near the top of the timeline, click the **Emails** pill (it shows a count such as **Emails 1**).

**Why this helps:** Hides texts and calls so you can focus on the email thread.

See [Respond to a conversation](/docs/inbox/respond-to-a-conversation.md) for more on timeline filters.

**3. Click Reply**

On the customer's email message, click **Reply**.

**Expected result:** The **Email** composer opens at the bottom with **Subject** filled in (often starting with **Re:**).

**4. Write and send your reply**

Type your message, review it, and click **Send email**.

**Expected result:** Your reply appears in the timeline under the original email.

![Inbox with Emails filter selected showing a customer email with a Reply button](https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-timeline-filters.webp?fit=max\&auto=format\&n=AQ1X2WSk-gkMq5qc\&q=85\&s=de0c351517d073e3efe08df6f5229f1f)

*Click the **Emails** pill to isolate email messages, then click **Reply** on the message you are answering.*

![Close-up of an email message in the Inbox timeline with the Reply button highlighted](https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-email-reply-button.webp?fit=max\&auto=format\&n=AQ1X2WSk-gkMq5qc\&q=85\&s=c3d249ef199a674e5a113aa4476c86ab)

*The **Reply** button sits on the customer's email in the timeline. Use it when you are continuing the same email thread—not starting a brand-new subject.*

## When to use Reply vs a new Email

* **Use Reply** when the customer sent an email and you are answering that same thread. The subject usually keeps **Re:** so messages stay grouped in the customer's inbox.
* **Use Email** (the tab at the bottom) when you are starting a new topic, sending a first email to a customer who only texted before, or writing about something unrelated to the email above.

> [!NOTE]
>
> **Attachments and formatting**
>
> Inbox email is for plain written messages with a subject line. You cannot attach files from the Inbox email composer today. If the customer needs a PDF, invoice link, or signed contract, send them to the [customer portal](/docs/contacts/guide-a-customer-through-the-portal.md) or share a link from [Payments](/docs/payments/overview.md) instead.
>
> When a customer emails you, their message may show rich formatting (bold text, images, or links). Your reply is plain text—keep paragraphs short so it is easy to read on a phone.

## Common mistakes to avoid

> [!WARNING]
>
> **Replying to the wrong customer**
>
> Always check the customer name and email at the top of the conversation before you click **Send email**. Two customers with similar names or shared family accounts are a common source of mistakes.

> [!TIP]
>
> **Starting a new email when Reply is better**
>
> If the customer already emailed you about "Tuesday pickup," click **Reply** on that email so your answer stays in the same thread. Starting a brand-new **Email** from the bottom creates a separate subject line and can confuse the customer.

> [!WARNING]
>
> **Promising details you have not verified**
>
> Before you send dollar amounts, appointment times, or vehicle locations, open the related record in [Cars](https://www.carstoragesoftware.com/dashboard/cars), [Schedule](https://www.carstoragesoftware.com/dashboard/schedule), or [Payments](https://www.carstoragesoftware.com/dashboard/payments/invoices). A wrong email is harder to undo than a quick double-check.

> [!TIP]
>
> **Why the subject line matters**
>
> Customers search their inbox by subject. A clear subject like **Huracan pickup confirmation** is easier to find later than a vague **Update**.

## What success looks like

* The email appears in the conversation timeline.
* The subject clearly matches the topic.
* The customer knows what happened and what to do next.
* Your team can find the email later in the same customer conversation.

## Troubleshooting

> [!WARNING]
>
> **The Email button is disabled**
>
> Email may not be configured, or the customer's record may not have an email address. Check the customer record and [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings.md).

> [!WARNING]
>
> **Send email is disabled**
>
> The email needs both a **Subject** and a message body before it can be sent.

> [!TIP]
>
> **The customer did not receive the email**
>
> Confirm the email address is correct. Ask the customer to check spam or junk. If many customers are missing emails, ask an admin to review email domain setup.

## What to do next

If the customer replies, the new email appears in the same Inbox conversation. If the topic needs a faster answer, use [Send a text message from Inbox](/docs/inbox/send-a-text-message-from-inbox.md) or call the customer.

To see the same email on the customer's record outside Inbox, open their page in [Contacts](https://www.carstoragesoftware.com/dashboard/contacts) and review **Activity**—see [Review customer activity and history](/docs/contacts/review-customer-activity-and-history.md).


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