After you share: what the customer sees and how replies reach you

After you share a repair, see what the customer gets and read their replies.

• What the customer gets
• What the customer sees
• See if they opened it
• Take access away
• Read a reply
• Answer a reply

What the customer gets

The email has:

• Your note, if you typed one.
• The summary, if you left Include AI summary ticked.
• A Go to Repair button. It opens the customer's page.
• Each file you added. View in portal opens the file on that page. Download saves it.

If you picked Send documentation, the email has no button and no summary. Each file has Download only.

The text message has your shop's name, a link, and your note if you typed one. Its last line tells the customer how to stop texts.

What the customer sees

The link opens the customer's page for the repair. The customer needs no account.

The page shows the car, your shop's details and two tabs.

• Repair plan opens first. It lists the repair lines. The customer clicks a line to see the photos linked to it.
• Media shows the photos, videos and documents on the repair.

Photos you hid do not show. If you added files when you shared, those open before anything else.

To see this page yourself, click Preview on the Plan tab. On a phone, tap Preview Repair Plan on the same tab. See Link photos to the repair plan.

See if they opened it

1. Open the repair.
2. Click the Share tab.
3. Find the Shared with list, lower on the page.
4. Look at the status on the customer's line. Viewed means they opened the email or the page.

For the other statuses, see Share a repair by email or text.

The Activity panel lists what happened and when: email sent, viewed, replied, revoked or bounced. It is on the right, or at the bottom on a small screen.

Take access away

1. Open the repair.
2. Click the Share tab.
3. Find the Shared with list, lower on the page.
4. Click the three dots on the customer's line.
5. Click Revoke link. A box asks Revoke this portal link?
6. Click Revoke link in the box.

The status on that line changes to Revoked. The link stops working right away. A page tells the customer to ask your shop for a new link.

Each line is one link. If the customer has two lines, revoke both.

Read a reply

If a customer replies to the email, look for the reply in these places. A reply to a text message does not reach you.

• On the Share tab, in the Shared with list. A new reply puts a speech bubble with a red dot next to the customer's name. Click the speech bubble.
• On your location's page. To open it on a phone, tap your location on Home. On a computer, click the location's name at the top of a repair page. When the page opens, click Inbox near the top.
• In the bell at the top right, on a computer only. Click the bell. Then click the line that starts New message received from.

The first two open the Inbox. Unread messages are in bold. Click a message to open it.

Answer a reply

1. Open the message. See Read a reply.
2. Click Reply at the top right of the message.
3. Type your answer in the box.
4. Click Send. You see Reply sent successfully.

The customer gets your answer by email.

What to do next

Next, see Find a repair and follow its status.

Stuck?

Click Help in the menu to send us a message. You can also email help@collisionclarity.com.