The Inbox: replying to customers
One thread per customer, on email or text, with everything you have sent them and everything they have said back.
Last updated 2 September 2026
Messaging → Inbox is where you write to a customer and read what they write back. Nothing here sends unless you press send; the automatic messages are in reminders: email and SMS.
- The page opens on Conversations, with Activity beside it
- The list on the left is a mailbox switch: Inbox for threads, Sent for the outbound log
- Pick a thread and it opens on the right, as bubbles with a composer underneath
Finding the one you want
- Search the Inbox by name, email or phone, or the Sent log by name, recipient or subject
- Filter chips: All, Unread, Flagged, Snoozed and Archived on the Inbox; All, Email, Text and Failed on Sent
- Mark all read appears whenever something in view is unread
- Flag a thread to keep it in the Flagged chip until you deal with it
- Snooze hides it until Later today (in 3 hours), Tomorrow (9:00 am) or Next week (Mon 9:00 am). Un-snooze brings it back early
- Archive drops it out of the default list; it stays under the Archived chip, and Unarchive returns it
- All four live behind More actions at the top right of an open thread. Flag, read and archive also appear on a list row on hover
More actions also holds Stop marketing email, for a customer who asks to be taken off your list.
- It stops announcements and other marketing to that address, and a small icon on the thread shows it
- Booking confirmations and reminders keep going
- Allow marketing email undoes it, unless the customer unsubscribed themselves, in which case that decision is theirs
Which channel a reply goes out on
- With texting on, the composer shows Email and Text tabs and starts on the channel of the customer's most recent message
- An option greys out when it cannot send: no email address on file, or no mobile number
- If they texted you and there is no way to text back, a warning above the composer says so and the reply goes by email
- Email replies take a subject line. Photos can ride an email or a text, though texting a photo is not supported everywhere and the composer says so
- Enter sends, Shift + Enter starts a new line
- A send that does not land gets a Failed tag and is counted on the Sent mailbox
Starting a new one, and saved replies
- New opens a blank message: search your customers by name, email or phone, pick one, and write
- For wording you type often, open Saved replies from the composer, choose New, and give it a title and a message. `{{name}}` fills in the customer's first name
A booking's Messaging tab shows the same conversation with the same composer. Threads also carry Internal note slips, which sit in the thread for your team and are never sent to the customer.
Messages from your website
If your site runs the Message us button from your website embed, a visitor's message arrives here as an ordinary thread. The visitor gets a receipt email with a private link to their side of the conversation, and your reply lands there. A visitor who has booked before lines up with their existing record.
The mechanic's version
Mechanics get Front desk → Messages, the same Inbox filtered to their assigned bookings. An owner, admin or manager gets a picker and a Viewing as label.