The Inbox is an add-on. If it isn't on your Back Office yet, see Request the integration of an add-on.
ℹ️ This article will be updated as we release more improvements over the coming months.
The Inbox brings every message you've exchanged with a client into one thread, whatever channel it was sent on. Messages you send from here always reach the client — even if they haven't opted in to marketing — so you can share time-sensitive information like a cancellation, a schedule change, or a payment issue.
Step 1: Open the Inbox
Select Inbox in the left navigation.
Threads are listed one per client, with the most recent activity at the top.
Step 2: Narrow the list
Use the filters above the thread list to narrow what's shown.
Filter | What it shows |
All | Every thread |
Unread | Threads with messages you haven't read |
Channel | Threads on a single channel: email, SMS, push, or chat |
Message type | Threads containing a single type of message: manually sent, campaigns, automations, auto-messages, transactional notifications, or Journeys |
Step 3: Open a thread
Select a client's name to open the full thread.
Every message and reply appears in a single chronological view, whatever channel it came from. A NEW marker shows where your unread messages begin, and the thread opens at that point rather than at the bottom.
Long messages are shortened by default. Select a message to see it in full.
Step 4: Choose a channel and write your message
Select the channel you want to reply on — email, SMS, push, or chat. SMS and push appear for studios set up for those channels.
Email and push messages need a subject.
Step 5: Send
Select Send.
The message appears in the thread straight away with its delivery status: sent, pending, or failed.
If a channel isn't available
The channel options reflect what can actually be delivered to that client. When one isn't available, the compose area tells you why.
Why a channel isn't available | What to do |
The client has no email address, or the address on file isn't valid | Add or update the address on the member's profile |
The client has no mobile number, or the number on file isn't valid | Add or update the number on the member's profile |
Your studio's phone number isn't validated — US and Canada only | SMS stays unavailable until validation is complete |
An address can be invalid even when it looks correct. Addresses generated by a booking partner rather than given by the member are treated as invalid.
Unsubscribing from marketing doesn't block a send. Members who've opted out still receive messages sent from the Inbox, and you'll see a note in the compose area when that's the case.
Check a client's details while you reply
The member panel sits alongside the thread and shows account details, tags, unpaid invoices, account balance, and notes.
See what a client has already received
The thread doubles as a record of everything a member has been sent, so you can check what they've already received before you reply.
Automated messages appear in a lighter, collapsed style, which separates them from messages your team has sent. Messages sent to a Segment (called a Smartlist in the previous Back Office) from Campaigns appear in each recipient's thread.
Delivery status is sent, pending, or failed. Opens, clicks, and bounces are in Campaigns.
FAQs
Where did the Inbox tabs go?
They've been replaced by filters. Filter by channel or message type instead.
Why can't one of my staff send messages from the Inbox?
Staff need the communication permission to send messages. Staff without it get a read-only view: they can open any thread and read its full history.
Why don't I see opens and clicks in the Inbox?
The Inbox shows delivery status only: sent, pending, or failed. Engagement metrics are in Campaigns.
Why can't I see email replies in my Inbox?
Go to Inbox > Settings and select Activate under Route email replies to your Inbox. Until it's activated, replies go to your studio's own email account instead.
Can I use the Inbox on my phone?
Yes. The thread list, the full thread, and compose for every channel all work on mobile.