Messages & Templates

Efficiently manage buyer communications with Menon Mobility's messaging system. Save time and maintain professional consistency using message templates, quick replies, and automated responses.

Messaging Overview

The messaging system is your primary channel for buyer communication. All inquiries through the platform are centralized here, giving you a complete view of all conversations.

Why Platform Messaging Matters

Benefit	Description
Centralized	All inquiries in one place
Tracked	Response metrics for Trust Score
Secure	No need to share personal contact
Documented	Full conversation history
Mobile Ready	Respond from any device

Accessing Messages

Navigation

1. Go to your Seller Dashboard
2. Click "Messages" in the sidebar
3. Or use keyboard shortcut G + M
4. Or click the message icon in the top navigation

Quick Access

• Notification Badge - Shows unread count
• Dashboard Widget - Recent messages on overview
• Email Notifications - Links directly to conversation

Inbox Overview

Inbox Layout

Your inbox is organized for efficient message management:

Left Panel - Conversation List:

• All conversations ordered by recent activity
• Unread indicator (bold + dot)
• Buyer name/username
• Associated listing thumbnail
• Message preview
• Timestamp

Right Panel - Conversation View:

• Full message thread
• Listing details sidebar
• Buyer information
• Action buttons
• Reply composer

Inbox Folders

Organize conversations with folders:

Folder	Contains
All	Every conversation
Unread	Messages awaiting reply
Starred	Important/flagged conversations
Archived	Completed conversations
Spam	Blocked or spam messages

Filtering Messages

Filter to find specific conversations:

Filter	Options
Status	Unread, Read, Replied
Date Range	Custom period
Listing	Specific vehicle
Buyer Type	Verified, Unverified
Tags	Custom labels

Search

Search across all messages:

• Buyer name or username
• Message content keywords
• Listing title
• Date range

Reading and Responding

Viewing a Conversation

Click any conversation to open the full thread:

Conversation View Shows:

• Complete message history
• Timestamps for each message
• Read receipts (when available)
• Attachments and images
• Listing context

Sidebar Shows:

• Listing photo and title
• Listed price
• Listing status
• Quick link to listing
• Buyer profile summary

Composing Replies

1. Click the reply box at the bottom
2. Type your message
3. Add attachments if needed (paperclip icon)
4. Click "Send" or press Ctrl + Enter

Composer Features:

• Rich text formatting
• Emoji picker
• Attachment upload
• Template insertion
• Draft auto-save

Attachments

Send files with your messages:

File Type	Max Size	Examples
Images	10MB each	Photos, screenshots
Documents	10MB each	PDF specs, invoices
Total per Message	25MB	Combined attachments

Supported Formats:

• Images: JPG, PNG, WebP, GIF
• Documents: PDF, DOC, DOCX, XLS, XLSX

Quick Actions

Action buttons for common tasks:

Button	Action
Call	Open phone dialer (if number available)
WhatsApp	Open WhatsApp chat
View Listing	Go to listing page
Star	Mark as important
Archive	Move to archive
Block	Block this buyer

Message Templates

Templates save time by pre-writing responses for common situations. Use them for consistency and speed.

What Are Templates?

Templates are pre-written messages you can insert with one click:

• Standard responses for common questions
• Professional, consistent messaging
• Variables that auto-fill with actual data
• Customizable per situation

Accessing Templates

From Messages:

1. Open a conversation
2. Click "Templates" button (or press T)
3. Select template to insert
4. Edit if needed, then send

Template Management:

1. Go to Messages > Templates
2. View, create, edit, or delete templates

Default Templates

Pre-configured templates for common scenarios:

Template	Purpose	When to Use
Welcome	Initial response	First reply to any inquiry
Availability	Confirm vehicle available	When asked if still for sale
Not Available	Vehicle no longer available	When sold or reserved
More Information	Request buyer details	Need more from buyer
Price Quote	Send pricing details	Price negotiation
Schedule Viewing	Arrange inspection	Setting up meeting
Follow Up	Check in after silence	No response in days
After Viewing	Post-inspection message	After buyer visits
Thank You	General appreciation	Closing conversations

Example Default Template: Welcome

Hello {{buyer_name}},

Thank you for your interest in the {{vehicle_title}}.

I'm happy to answer any questions you may have about this vehicle.
Here are some quick details:

- Listed Price: {{vehicle_price}}
- Location: {{vehicle_location}}
- Condition: {{vehicle_condition}}

Would you like to schedule a viewing or do you have specific
questions I can address?

Best regards,
{{seller_name}}
{{seller_phone}}

Creating Custom Templates

Step-by-Step Template Creation

1. Go to Messages > Templates
2. Click "Create Template"
3. Fill in template details:

Field	Description	Required
Name	Internal identifier	Yes
Category	Organization group	No
Subject	Email subject line	No
Content	Message body	Yes
Variables	Dynamic placeholders	No

4. Preview with sample data
5. Save template

Template Variables

Insert dynamic content that auto-fills:

Buyer Variables:

Variable	Inserts
	Buyer's display name
	Buyer's first name
	Buyer's company (if available)

Vehicle Variables:

Variable	Inserts
	Full listing title
	Brand name
	Model name
	Year
	Listed price with currency
	Mileage/hours
	Location (city, country)
	Condition (New/Used)
	Link to the listing

Seller Variables:

Variable	Inserts
	Your display name
	Your company name
	Your phone number
	Your email address
	Your location

System Variables:

Variable	Inserts
	Today's date
	Current time

Example Custom Templates

Price Negotiation Response:

Name: Price Negotiation
Category: Sales

Hello {{buyer_name}},

Thank you for your offer on the {{vehicle_title}}.

Our current asking price is {{vehicle_price}}, which reflects:
- [Condition of vehicle]
- [Service history]
- [Current market value]

I'm open to discussing the price further. Could you share:
1. Your target budget?
2. Are you financing or paying cash?
3. When are you looking to purchase?

I'm confident we can find an agreement that works for both of us.

Best regards,
{{seller_name}}

Viewing Confirmation:

Name: Viewing Confirmed
Category: Scheduling

Hello {{buyer_name}},

Great! I've scheduled your viewing for:

**Vehicle:** {{vehicle_title}}
**Date:** [INSERT DATE]
**Time:** [INSERT TIME]
**Location:** {{vehicle_location}}

**Address:** [FULL ADDRESS]

Please bring:
- Valid ID
- Proof of funds/financing pre-approval (if purchasing)

If you need to reschedule, please let me know at least 24 hours
in advance.

Looking forward to meeting you!

{{seller_name}}
{{seller_phone}}

Post-Viewing Follow Up:

Name: Post Viewing Follow Up
Category: Follow Up

Hello {{buyer_name}},

Thank you for taking the time to view the {{vehicle_title}} today.

I hope the vehicle met your expectations. As discussed:
- [Summary of key points discussed]
- [Any agreed actions]

Please don't hesitate to reach out if you have any additional
questions or would like to proceed.

The vehicle is still available and receiving interest, so please
let me know your thoughts when you're ready.

Best regards,
{{seller_name}}

Template Management

Organizing Templates

Categories: Create categories to organize templates:

• Initial Response
• Information
• Pricing
• Scheduling
• Follow-up
• Closing

Favorites: Star frequently used templates for quick access.

Editing Templates

1. Go to Templates
2. Click template name
3. Make changes
4. Save

Changes apply to future uses only; sent messages are not affected.

Duplicating Templates

Create variations of existing templates:

1. Select template
2. Click "Duplicate"
3. Modify the copy
4. Save with new name

Deleting Templates

1. Select template
2. Click "Delete"
3. Confirm deletion

Template Deletion

Deleted templates cannot be recovered. Consider archiving instead.

Team Templates

For teams (Professional/Enterprise plans):

• Create shared templates for all team members
• Lock templates to prevent editing
• See who created/modified templates
• Team admins manage shared templates

Quick Replies

Quick replies are shorter, simpler than templates - ideal for common short responses.

What Are Quick Replies?

• One-click short responses
• No variables, just fixed text
• Ideal for very common questions
• Faster than full templates

Default Quick Replies

Quick Reply	Text
Yes, available	"Yes, this vehicle is still available. Would you like to schedule a viewing?"
Thanks	"Thank you for your interest!"
Will check	"I'll check on that and get back to you shortly."
Price firm	"The price shown is our asking price. We're open to reasonable offers."
More photos	"I'll send additional photos shortly."

Creating Quick Replies

1. Go to Messages > Quick Replies
2. Click "Add Quick Reply"
3. Enter short text (max 200 characters)
4. Save

Using Quick Replies

• Click the lightning bolt icon in the composer
• Select a quick reply
• Text is inserted
• Edit if needed, then send

Auto-Responses

Set up automatic replies for when you can't respond immediately.

Away Message

Inform buyers when you're unavailable:

1. Go to Settings > Messages > Auto-Response
2. Enable "Away Message"
3. Configure:

Setting	Options
Message	Your auto-response text
Schedule	Always, specific hours, specific dates
Duration	Until turned off, specific end date

Example Away Message:

Thank you for your message!

I'm currently unavailable but will respond within 24 hours.

For urgent inquiries, please call: +31 XX XXX XXXX

Business hours: Monday-Friday, 9:00-18:00 CET

Best regards,
[Your Name]

After-Hours Auto-Response

Automatically reply outside business hours:

1. Go to Settings > Messages > Business Hours
2. Set your working hours
3. Enable "After-Hours Auto-Response"
4. Customize message

Example After-Hours Message:

Thank you for contacting us!

Our office is currently closed. Our business hours are:
Monday - Friday: 8:00 - 18:00
Saturday: 9:00 - 14:00
Sunday: Closed

We'll respond to your message on the next business day.

For urgent matters, please email: urgent@yourcompany.com

First-Response Auto-Acknowledgment

Immediately acknowledge new inquiries:

1. Enable "Auto-Acknowledge New Inquiries"
2. Customize acknowledgment message
3. This buys you time while maintaining response metrics

Auto-Responses and Response Time

Auto-responses are not counted as your reply for response time metrics. You still need to send a personal response.

Managing Conversations

Starring Conversations

Mark important conversations:

• Click the star icon
• Starred conversations appear in "Starred" folder
• Useful for follow-up reminders

Archiving Conversations

Move completed conversations to archive:

1. Select conversation(s)
2. Click "Archive"
3. Conversation moves to Archive folder
4. Can unarchive anytime

Blocking Users

If you receive inappropriate messages:

1. Open conversation
2. Click "Block" in actions
3. Confirm blocking
4. User cannot message you again
5. Report to platform if needed

Deleting Conversations

Remove conversations permanently:

Deletion is Permanent

Deleted conversations cannot be recovered. Archive instead if unsure.

1. Select conversation
2. Click "Delete"
3. Confirm deletion

Response Time Best Practices

Your response time affects your Trust Score and conversion rate.

Why Response Time Matters

Fast Response Benefits
Higher conversion rates
Better Trust Score
Improved search ranking
Better buyer experience
More positive reviews

Response Time Ratings

Rating	Response Time	Impact
Excellent	Under 1 hour	Maximum Trust Score benefit
Good	Under 4 hours	Positive impact
Average	Under 24 hours	Neutral
Poor	Over 24 hours	Negative impact

Tips for Fast Responses

Enable All Notifications

Turn on push, email, and/or SMS notifications to never miss an inquiry.

Use Templates

Prepare responses for common questions to reply instantly.

Check Regularly

If notifications aren't practical, schedule times to check messages (morning, midday, evening).

Use Mobile

The mobile app allows you to respond from anywhere.

Set Expectations

If you can't respond quickly, set up auto-acknowledgment and include expected response time.

Delegate

Add team members to help manage inquiries (Professional/Enterprise plans).

Response Time Tracking

Monitor your performance:

1. Go to Analytics > Messages
2. View:
   • Average response time
   • Response rate (% of messages answered)
   • Time to first response
   • Resolution rate

Notification Settings

Configuring Message Notifications

1. Go to Settings > Notifications
2. Configure for Messages:

Channel	Options
Email	Immediate, 15-min batched, Daily digest, Off
Push	All messages, Important only, Off
SMS	All messages, Important only, Off
In-App	Always enabled

Do Not Disturb

Set quiet hours when you won't receive notifications:

1. Enable "Do Not Disturb"
2. Set time range (e.g., 22:00 - 07:00)
3. Choose behavior:
   • Silent (messages still received)
   • Auto-response active
4. Set days (every day, weekends only, etc.)

Priority Notifications

Some notifications can bypass DND:

• Messages from starred conversations
• Follow-up from previous conversations
• High-priority inquiries (Professional+)

Exporting Messages

Export Conversation

Save a conversation for your records:

1. Open conversation
2. Click "Export"
3. Choose format:
   • PDF - Readable document
   • CSV - Data format
4. Download file

Bulk Export

Export multiple conversations:

1. Go to Messages
2. Select conversations (or filter)
3. Click "Export Selected"
4. Choose format and download

What's Included

Field	Included
Timestamps	Yes
Message content	Yes
Sender info	Yes
Listing reference	Yes
Attachments	Links only

Team Messaging

For Professional and Enterprise plans with team members.

Team Inbox

When team members are added:

• Shared inbox visibility
• See who's handling which conversation
• Assignment system
• Internal notes

Conversation Assignment

Assign conversations to team members:

1. Open conversation
2. Click "Assign"
3. Select team member
4. Add note (optional)
5. Team member is notified

Internal Notes

Add notes only visible to team:

1. In conversation, click "Add Note"
2. Enter internal information
3. Note appears with different styling
4. Not visible to buyer

Team Permissions

Permission	Manager	Agent	Support	Viewer
View messages	Yes	Yes	Yes	Yes
Send replies	Yes	Yes	Yes	No
Use templates	Yes	Yes	Yes	-
Create templates	Yes	Yes	No	No
Delete messages	Yes	No	No	No
Export messages	Yes	Yes	No	No

Troubleshooting

Common Issues

Issue	Solution
Not receiving messages	Check spam folder, verify notifications enabled
Can't send reply	Check internet connection, refresh page
Template not inserting	Ensure cursor is in message box
Attachments failing	Check file size and format
Message not appearing	Refresh inbox, clear cache

Message Delivery

• Messages are delivered instantly
• Read receipts may not always show
• If buyer hasn't responded, they may not have seen it

Getting Help

For messaging issues:

• Check notification settings
• Clear browser cache
• Try mobile app
• Contact support

Related Topics

• Dashboard Overview - Access messages from dashboard
• Analytics - Track response metrics
• Trust Score - How response time affects your score
• Team Management - Add team for messaging help