1
Choosing Your Reply Channel
At the bottom of any open conversation, a row of channel tabs lets you choose exactly how you want to reply. Pick the channel that fits the moment.
- Open a conversation from the inbox list. The composer appears at the bottom of the thread.
- Look for the channel tabs — SMS, Email, and Call — just above the message input area. Click the tab for the channel you want to use.
- Jtek remembers the lead's first channel. The tab that matches how the lead first contacted you will be pre-selected automatically. You can always override this.
- SMS is best for short, conversational messages. Email is best for longer content, documents, or formal communication. Call dials your Jtek number directly from the browser.
- Your selection persists across sessions for that contact, so you don't have to re-select every time you open the same conversation.
Jtek
Dashboard
Conversations
Contacts
Mike Johnson
Is the Oak St. listing still available?
Type a message…
Send
Tip: When in doubt, start with SMS. Response rates for SMS are 3–5x higher than email for first contact with a new lead.
2
Sending an SMS Reply
SMS replies come from your dedicated Jtek number and appear as a normal text to the lead. All replies come back into the same conversation thread.
- Click the SMS tab in the composer at the bottom of the conversation.
- Type your message in the text field. Keep SMS messages concise — under 160 characters is ideal for a single message segment, though Jtek handles longer messages automatically.
- Press Enter or click Send. The message fires immediately and appears as a bubble in the conversation thread.
- Delivery status — A small checkmark appears under your message once it's delivered. If delivery fails (e.g., invalid number), you'll see an error indicator instead.
- The lead's reply will appear in the same thread in real time. You'll receive a notification if you're not currently viewing the conversation.
Tip: Use personalization tags like
{{contact.first_name}} to address the lead by name. It makes automated and manual messages feel more personal.
3
Sending an Email Reply
Sending an email reply from Jtek keeps the entire communication history in one place — you never have to open a separate email client.
- Click the Email tab in the conversation composer.
- The To field auto-fills with the contact's email address on file. If there's no email on record, you'll be prompted to add one first.
- Add a subject line if you're starting a new email thread. If you're replying to an existing thread, Jtek pre-fills the subject with "Re: [original subject]."
- Type your message body. The email composer supports basic formatting — bold, italic, bullet lists, and hyperlinks.
- Click Send. The email fires from your connected business email address (or Jtek's sending domain if you haven't set up a custom domain). Replies from the lead will land back in the conversation thread.
Important: If you reply to a lead's email directly from your personal Gmail or Outlook instead of from Jtek, that reply won't appear in the Jtek conversation thread. Always reply through Jtek to keep the full history in one place.
4
Using Quick Replies (Snippets)
Snippets let you insert a pre-written message with a single click. Perfect for answers you type over and over — pricing, directions, appointment links, FAQs.
- Click the lightning bolt icon in the bottom toolbar of the composer. This opens the snippet picker.
- Browse or search your snippets. Snippets you've created appear in a dropdown list. Type to filter by keyword.
- Click a snippet to insert it. The full text appears in the composer. You can edit it before sending if needed.
- Create new snippets in Settings > Snippets. Name each snippet something descriptive (e.g., "Pricing — Buyer Package") so you can find it fast.
- Snippets support personalization tags. Include
{{contact.first_name}}in a snippet and it will auto-fill the lead's name when inserted.
Jtek
Conversations
Hi {{contact.first_name}}, our buyer package starts at…
Tip: Build snippets for your 10 most common replies. You'll save hours per week and send more consistent, polished messages every time.
5
Scheduling a Message
Write your reply now, but have Jtek send it at the perfect time — great for reaching leads during business hours or following up at a specific moment.
- Compose your message in the SMS or Email composer as you normally would.
- Click the clock icon next to the Send button. A date and time picker appears.
- Select the date and time you want the message to go out. Jtek uses your account time zone (set in Settings > Business Info).
- Click "Schedule." The message is queued. You'll see it appear in the thread with a "Scheduled" label and the send time.
- Cancel or edit a scheduled message by clicking the Scheduled message in the thread and selecting Edit or Cancel before the send time arrives.
Tip: If a lead contacts you late at night, schedule your reply for 9 AM the next business day. It feels more professional and is more likely to get a response.
Tip: For time-sensitive situations, use Jtek's automation workflows instead of manual scheduling — workflows can send messages automatically based on triggers without you having to remember.