All communication with owners runs through the platform's communication module, so the whole team can see what was said. Do not use personal email accounts.

Send a message

1. Open the found record and go to the Owner tab.
2. Click the chat bubble.
3. Choose a template (variables such as the item ID are filled in automatically) or write a free text.
4. Send. The customer replies on the platform and the reply appears in the same conversation.

Always start from the found record's Owner tab. If you start from the inquiry, item variables may stay empty.

The Communication page

• Unread conversations are shown in blue. Use the Action Required filter to see open conversations.
• Mark a conversation as read only after you have replied. If the customer wrote last, leave it unread.
• Use "Mark as unread" or "Warning" to flag a conversation for colleagues.
• "Forward" sends a conversation to an external email address.

SMS

SMS are limited to 150 characters. Use the SMS templates.

Good to know

• Confirming a match does not inform the customer – you contact them yourself.
• Pasting from Word: use Ctrl+Shift+V (plain text) and format in the editor.
• Customer did not get your email? Check spam and typos, correct the address, resend, and set the status "1st/2nd contact attempt". Phone calls are not logged automatically – add a note.