The SMS inbox allows offices to easily and quickly communicate with clients via text messages. Messages sent to and from the office will be visible in the SMS inbox. Offices with SKED Pro will also be able to see their conversations with leads on this page. To find this page, open the blue navigation bar and select “SMS Inbox” in the Messaging section.

Tip: Sometimes you’ll see a number in a green box on the SMS Inbox when viewing the blue navigation bar. This indicates that your office has unread messages in the SMS inbox.

New incoming/unread text messages from Clients are indicated by a blue dot next to the conversation contact.

Outgoing Messages: You will see a black arrow next to the clients name when the office has sent them a SMS message that has not been responded to yet, indicating that it is the clients turn to respond.

Note: This black arrow only appears when the office has manually composed an outgoing message from the SMS inbox. Automated and one time messages towards that client will appear in the SMS thread, but the black arrow specifically represents when a custom message was sent to the client through the SMS inbox.

Conversations with leads are marked with a special icon (a magnet) and will appear with the label "New Lead" if the number is not already associated with a client.

Click the refresh button to display any new results that occurred while you are on the SMS inbox page.

The SMS inbox has a top toolbar that includes a few filter options allowing you to curate the inbox’s results to help you easily find a specific message or contact.

By default, the SMS inbox will display all conversations with clients, starting with the most recent interaction. At the top of the page, there is a tab selector that will reorder the results on the page depending on the option you select.

SKED’s SMS inbox includes a search function to help you locate contacts based on name or phone number. By default, the search function will operate by name, but you can switch to number search by clicking the dropdown menu next to the search button. Once your search method is selected, type the criteria into the search bar.

By default, the SMS inbox will show messages for both clients or leads, but you can click the “Filter” button from the toolbar to activate a menu where you can specify which type of contact you would like to see results for.

If a user wants to revisit a message later, they can mark it as unread. There are 2 ways to accomplish this.

Method 1

Identify the client and click the box. Then select “Mark unread” at the top of the SMS inbox. This button only appears after selecting conversations to take an action with. You also can select multiple messages at the same time to mark as unread.

Method 2

In the inbox with a specific client, you can mark the conversation as unread by selecting the “mark unread” button to the right of the client's phone number.

If successful, a blue dot will now appear on the messages you marked unread.

Some offices like to tidy up their SMS inbox by archiving conversations that are not being used. Archiving is similar to marking a message as complete.

Method 1

Select the message and check the box. Then select “Archive at the top right of the inbox. You can select multiple messages at the same time to mark as unread

Method 2

In the message thread with a specific client, you can archive the conversation by selecting the button on the top right.

Note: Messages can be unarchived by clicking the contact on the archived tab and choosing the unarchive option.

Click on a contact’s name in the inbox to open the message thread between your office and that contact. You can view the message history from here and compose new messages to send to the contact.

Warning: If there is an issue delivering a message, it will be indicated by an orange exclamation point underneath the message. If this occurs try resending the message or reach out to the support team if the problem persists.

The Client Timeline displays messages, client updates, and other activity in an easy-to-read, chronological format. You can customize which types of information appear in the timeline. If there is more than one update for a specific type of activity, generally, there will be a drop-down you can expand to see individual appointments, forms, etc.

Tip: Use the date filter if you’re looking for a message or update within a specific time period.

To change what shows in the timeline, click the Activity button and check the boxes next to the updates you’d like to see.

Appointment Updates

Appointment updates will show appointments added, rescheduled, or removed. You can click the appointment date and time to open the Appointment Details modal, which shows additional information, such as how the appointment was added and its history.

Forms Submissions

Form updates in the timeline will show when they’re sent, started, or submitted.

Adding notes to your timeline can help alert other staff members if someone has talked to them on the phone, had an in-person conversation, or provided general information about their care.

To add a note, click on “Note” in the upper right corner, add your text, and click “Done.” The note will be posted on the timeline. Once the note is created, you can click the pencil icon to edit it or the trash icon to delete it.

If you need to follow up later, mark a conversation as unread. From the inbox, check the box next to the contact and select Mark Unread at the top. Inside a thread, use the Mark Unread button next to the patient’s phone number.

This feature is perfect for busy moments when you’ve read a message but want a visual reminder to respond later. Marking as unread helps you prioritize follow-ups without losing track.

To tidy up your inbox, archive conversations that are complete. From the inbox, check the box next to the contact and select Archive. Inside a thread, click the archive button in the top right corner.

Archived conversations aren’t deleted—they move to the Archive filter, where you can review or unarchive them anytime. This keeps your main inbox focused on active conversations.

To see all messages, including SMS, email, and push notifications, click the Sent Messages. Click on any line item to see the exact message.

The timeline will default to showing all messages sent to and from the office and client. Messages from the client will show in gray on the left side, and messages from the office will show in blue on the right.

To learn more about a message, hover over the blue “Message” icon; it will show all the methods that were sent: text, email, and/or push notification. If you click on the Message icon, it will bring you to the template that generated the message to send.

To send a message, type in the composer at the bottom of the thread and click the green Send button. To Send Later, click the green arrow and choose a time. You can add a personal touch with emojis using the smiley face icon, or attach files with the paper clip icon.

Tip: Keep an eye on the credit counter—every message sent uses credits. Plan your replies to make the most of your available credits and avoid surprises.

Use Quick Replies to send premade templates from your office. Click here to learn more.

The message thread with any contact can be viewed as soon as you click their name. If you cannot see the thread, simply zoom out on your browser to activate the full window.

Yes. Any messages sent through the SMS inbox will cost credits. There is a credit counter on the bottom of the conversation thread so the office can know exactly how much each message costs.

Yes! To mark it as unread, you can check the box next to the patient’s name and then click Mark as Unread or in the conversation thread click Mark as Unread in the top right corner.

Some offices like to archive conversations so they know what has been completed or not, but some offices do not.

Yes! You can click the “Archived” button and then click the check box next to the name and click “Unarchive” or in the conversation thread, click “Unarchive Chat”.

The SMS inbox only shows conversations that have been initiated either by the office or the patient to help offices clearly know who they should reply to. To see deployed reminders and the recipients, you can click Automated Messages > Reminders (or any other messages) > Click on the title of a message > Sent Messages.

This is accomplished by using the One-Time Message feature and selecting multiple clients. You can personalize the message by using Placeholders to add their names.