A reply lands in your phone from someone you have never dealt with before, and there is no clean way to get that person into Handle 2.0 without typing their details in by hand. Handle is built to hold every entity your team manages, from customers to properties to cases, in one configurable CRM, so a missed entry just means someone chasing the same information again later once the trail has gone cold.

Mobile Message connects to Handle through Zapier, and the fix is straightforward. When a customer texts your business number, that inbound message can create a new Entity in Handle automatically, carrying across the phone number and message so a team member can pick up the enquiry from the first reply instead of starting a fresh record after the fact. The process runs on its own once the Zap is switched on, so nobody has to remember to log the reply manually.