ℹ️ This article covers the Inbox in the Classic Back Office. Using the new Back Office? See Message a client from the Inbox.
The Inbox is an add-on. If it isn't on your Back Office yet, see Request the integration of an add-on.
The Inbox brings all your conversations with members, smartlists and sessions into one place. Each conversation is called a thread.
This article assumes you're already familiar with the messaging interface. If not, start with this article.
💡 Tip: To get the most out of the Inbox, activate the setting to receive answers by email on the platform, so member email replies arrive here.
📱 SMS is an add-on. In the US, UK and Canada, you can also receive replies from members with 2-way SMS. To activate it, see Request the integration of an add-on.
How the Inbox is organised
The Inbox is split into 3 sections:
Section | What you can do there |
Thread list | See all threads, ordered by most recent message. Filter and search, start a new thread, and manage threads. |
Chat | Read the message history of the selected thread and write new messages. |
Details | See key information about the member, smartlist or session you're messaging. This section can be collapsed. |
Start a new thread
Click the pencil button. What happens next depends on the category you've selected: Members, Smartlists or Sessions.
With a member
Use the search bar in the pop-up to find the member. You can search by first name, last name, email or phone number.
With a smartlist
Choose an existing smartlist from the list in the pop-up, or create a new one.
With a session
You're taken to a calendar view. Navigate the calendar and select the session.
Manage a thread
Click the ... button on a thread to change its status.
Action | What it does |
Flags a thread so you remember to come back to it | |
Pins the thread to the top of the list | |
Stops new messages from pushing the thread to the top | |
Hides the thread from the list without deleting any messages |
Mark a thread as unread
This option is only available for threads you've already read. The last message is treated as unread again, and the thread shows a red 1.
Add a thread to favourites
Favourite threads show a ⭐ on the thread and in the chat header, next to the contact name.
Favourites always appear at the top of the list, sorted by most recent message. All other threads follow, also sorted by most recent message.
To remove a favourite, click ... on the thread and select Remove as favourite.
Mute a thread
Muted threads show a 🔕 on the thread and in the chat header.
When a muted thread receives new messages:
The unread count shows in a grey circle instead of red
The thread doesn't move to the top of the list, so it gradually moves down as other threads become active
ℹ️ If you read or send a message in a muted thread, it moves back up the list as normal.
To unmute, click ... on the thread and select Unmute.
Archive a thread
Archived threads disappear from the thread list, including from search results.
✅ Archiving doesn't delete any messages. You can find archived threads with the status filter.
To restore an archived thread, either:
Filter for archived threads, click ... on the thread and select Restore
Send or receive a new message in the thread
Filter and search threads
Filter by category
Choose between Members, Smartlists and Sessions.
Filter by status
Use the status filter to show only certain threads, such as favourites, muted or archived threads.
Search
Search members by name, email or phone number. Search smartlists and sessions by name.
Details section
Click the button to expand the details section.
Click it again to close the section.
What you see depends on the type of thread. Each one has a button that takes you to the full page.
Thread type | Details shown |
Member | Phone number and email, sign-up date, date of birth, member ID, barcode number (with a button to show the barcode), address, emergency contact, tags, account balance, number of unpaid invoices, documents and notes |
Smartlist | Current number of members, filters applied, and description (if there is one) |
Session | Bookings, occupancy rate and waiting list, level, whether it's online, date and time, teacher's photo and name, room and address |
FAQs
Does archiving a thread delete the messages?
No. Archived threads are hidden from the list, but all messages are kept. Use the status filter to find them.
Why isn't a thread moving to the top when a new message arrives?
The thread is probably muted. Muted threads don't move up when they receive messages. Click ... on the thread and select Unmute.
Why can't I see member email replies in my Inbox?
Activate the setting to receive answers by email on the platform. Until it's on, replies go to your studio's own email account.