The Inbox is your central place for two-way communication with customers. It brings call notes, order notifications and direct messages together, so your team can see a customer’s full history and reply without leaving the screen. Find it in the sidebar. The icon shows how many messages are unread.
Navigation
Three tabs at the top left control what you see: Inbox, Sent and Deleted. The tab you’re on is underlined. Each tab shows a count in the top-right corner, like “1-7 of 7”, with arrows to page through longer lists.
Send a new message
Select New Message in the top-right corner. It works from any tab.
Search for the customer and select them.
Choose how to send it, type your message and select the send arrow.
Inbox tab
The Inbox tab holds every message you’ve received: customer replies, call notes and automatic notifications, like Order Created and Order Cleaned.
The message list
Messages are listed on the left. Each one shows the customer name (or a phone number if the contact isn’t named), the time or date, and a short preview. Unread messages are bold. Select a message to open the full conversation on the right.
The toolbar
Check one or more messages to use the actions above the list: Mark Unread and Delete. The checkbox on the far left selects all messages.
The reading pane
Opening a message shows the full conversation as a thread of dated entries, with the customer’s name at the top. Select × to close it.
A bell icon marks automatic store notifications.
A message from your team shows the staff member’s initials.
Internal Note entries are highlighted in yellow with the initials of who added them. Only your team can see them. They’re never sent to the customer.
Reply to a customer
Open the message.
In the reply bar, choose how to send it with the delivery method menu on the left:
Push: sends a push notification to the customer’s app.
Email: sends it to the customer’s email address.
SMS: sends a text message. Uses message credit.
WhatsApp: sends it through WhatsApp. Uses message credit and needs WhatsApp set up for your store first.
Note: saves an internal note for your team only.
Type your message in the Type a message... field.
Select the send arrow.
Good to know:
Push only works if the customer has installed the CleanCloud app and allowed notifications. If you have a branded app, push goes to that app, as long as they allowed notifications when they downloaded it.
SMS and WhatsApp: each message uses credit from your account. WhatsApp also only works if it has been set up for your store.
Attachments: select the paperclip to attach a file or image to an email, or to take a photo with your device’s camera. Attachments aren’t supported for SMS.
Internal notes: use Note for team reminders, like “Make sure the stain is taken care of”.
Sent tab
The Sent tab shows the messages your store has sent, so you can check what was said to a customer and when. Each entry shows the recipient, the date and a preview. Select an entry to open it. If nothing is selected, the right side shows “Select a message to view or write a new message.”
The toolbar offers Mark as Read and Delete.
Deleted tab
The Deleted tab holds messages you’ve removed from the Inbox, in case you deleted one by mistake. The list looks the same as the Inbox.
The toolbar offers Mark as Read and Restore. Restore moves a selected message back to your Inbox, where you can read and reply to it as normal. You can restore previously deleted messages from here.