Messages and Conversations

Video Walkthrough

What This Page Solves

Handle customer conversations in one place, with clear ownership and fast response follow-up.

Roles and Estimated Time

• Roles: owner / front desk / support
• Time: 3-8 minutes

Entry

Tools -> Messages (header: Messages)

Before You Start

• Confirm you are in the correct salon account before replying.
• Decide who owns first response and who handles escalations.
• Set the daily unread target and first-response SLA.

Steps

1. Action: Open Messages, then review the list header and unread count (Messages ({{count}})) to size today’s queue. Expected: You know the current workload before opening threads.
2. Action: Open one conversation, review full context, then send a reply from Enter a message.... Expected: The customer receives a complete answer without repeated questions.
3. Action: Use thread actions (Mark read / Mark unread / Pin / Delete) to keep priority threads visible. Expected: Urgent threads stay at the top, and processed items are clearly marked.
4. Action: For team handoff or group updates, open Manage -> Conversation Management, then update title, members, or preferences (Pin conversation, Mute notifications). Expected: Any teammate can continue from the same thread with clear settings.
5. Action: Before shift handoff, reopen pinned and unread threads, confirm each has a next step or final reply. Expected: No conversation is left without owner context.

Acceptance Checklist

• Unread conversations are reduced to the team target.
• Priority threads are clearly pinned or status-marked.
• At least one thread can be traced end-to-end from first message to follow-up.

Key Notes

• Always confirm salon context first to avoid replying from the wrong account.
• Only delete or close a thread after confirming no pending customer action.

FAQ

Why do I get duplicate message alerts?

Check whether notifications are enabled on multiple devices under the same account.

Why are old messages missing?

Check salon/account context first, then verify conversation state and list position.