Managing the Messaging Inbox

15-20 minutes

Tutorial 10.4: Managing the Messaging Inbox

Introduction

The unified messaging inbox brings all your customer conversations into one place. Whether a customer replies to an SMS reminder, responds to an email, or sends a WhatsApp message, you can view and respond to all messages from a single interface.

Two-way communication helps you provide better customer service, answer questions quickly, handle rebooking requests, and maintain relationships with your clientele. The split-pane design lets you browse conversations on one side while reading and replying on the other, making it easy to manage high volumes of messages efficiently.

This tutorial covers how to use the messaging inbox for everyday customer communication.

Who this is for: Salon owners, administrators, managers, receptionists, and staff who communicate with customers.

What you'll learn:

Navigating the messaging inbox interface
Viewing and filtering conversations
Reading and replying to messages
Composing new messages to customers
Closing, reopening, and archiving conversations
Viewing customer-specific message history

Time to complete: 15-20 minutes

Prerequisites

Before you begin, make sure you have:

Staff role or higher (all roles can access messages)
At least one customer with an email address or phone number
For sending SMS: sufficient SMS credits in your account

Step-by-Step Instructions

Step 1: Access the Messaging Inbox

From any page in Luminate, click Messages in the main sidebar menu
You'll arrive at the unified inbox showing all customer conversations

Unread message badge: The Messages menu item in the sidebar displays a badge showing the total number of unread conversations. This badge updates automatically, helping you spot new messages at a glance without navigating away from your current page. Clicking the badge opens the inbox with the Unread Only filter already applied, so you land straight on what needs a reply instead of the full conversation list.

Step 2: Understand the Inbox Layout

The messaging inbox uses a split-pane design on desktop:

Left Panel - Conversation List

Shows all conversations across all channels
Displays customer name, last message preview, and timestamp
Indicates unread status and message channel (Email, SMS, or WhatsApp)
Includes filter and search options

Right Panel - Selected Conversation

Shows the full message thread when you select a conversation
Displays the conversation header with customer info and actions
Contains the message composer for replies

On mobile devices, you'll see the conversation list first, then tap a conversation to view the thread.

Step 3: Browse and Filter Conversations

Conversations with unread inbound messages always sit at the top of the list, regardless of which one had the most recent activity. This stops a customer reply getting buried beneath later automated reminders to other customers — unread replies stay on page 1 until you read them. Within the unread group, conversations are ordered most-recent-first; the same applies to the already-read group below.

The conversation list offers several ways to find what you need:

Filter by Channel:

Use the channel dropdown to show only Email, SMS, WhatsApp, or All Channels
Helpful when focusing on one communication type

Filter by Status:

All Status - Show all conversations regardless of status
Open - Active conversations awaiting attention
Closed - Resolved conversations (can be reopened)
Archived - Permanently closed conversations

Unread Only:

Tick the checkbox to display only conversations with unread messages
Great for prioritising responses

Search:

Type in the search field to find conversations
Searches by customer name, email address, or phone number

Step 4: Select and Read a Conversation

Click on any conversation in the left panel
The right panel displays the full message thread

The conversation header shows:

Customer name and contact information (phone or email depending on channel)
Channel badge (Email, SMS, or WhatsApp)
Status badge (Open, Closed, or Archived)
Action buttons (Close, Reopen, Archive, View Customer)

The View Customer button takes you directly to the customer's profile page.

The message thread displays:

All messages in chronological order
Inbound messages (from the customer) appear on the left
Outbound messages (from your salon) appear on the right
Relative timestamps (e.g., "2 hours ago") with full date/time on hover
Delivery status indicators for outbound messages

Step 5: Reply to a Message

To respond to a customer:

Select the conversation from the list
Scroll down to the message composer at the bottom of the thread
Type your response in the text area
Click Send to deliver your message

The message will be sent via the same channel as the conversation (Email replies go to email, SMS replies go to SMS).

Reply tips:

Keep SMS replies brief (under 160 characters when possible)
Email replies can include more detail
Be professional but friendly
Answer the customer's question directly

Step 6: Compose a New Message

To start a conversation with a customer:

Click the New Message button in the top-right of the inbox
A compose dialog appears with fields for:

Customer - Search and select a customer from your database
- Start typing their name to search
- Select from the matching results
Channel - Choose how to send the message. The picker shows pill-style buttons for each available channel:
- Email - Available if the customer has an email address on file
- SMS - Available if the customer has a phone number on file (uses SMS credits)
Only channels where the customer has valid contact information appear as buttons. Channels the customer has opted out of are not shown as buttons — instead, a one-line notice appears beneath the picker reading "Customer has opted out of Email" or "Customer has opted out of SMS", with the channel icon next to the message. There is no "send anyway" override. Opt-outs are honoured at the source — you cannot pick a blocked channel and rely on the system to suppress it later. To restore a channel, ask the customer to opt back in via the email footer link, the SMS opt-in keyword, or update the Communication Preferences section on their profile with consent on record (Tutorial 3.3).

If WhatsApp is enabled for your salon and the customer has a phone number, you'll also see a small notice underneath the picker explaining that WhatsApp messages can only be sent as replies to existing conversations started by appointment reminders. WhatsApp is intentionally not selectable from this dialog (see the note further down).

Subject (optional, Email only) - Enter an email subject line

Message - Type your message content
- For SMS, you'll see a character counter to help keep messages concise
Click Send to deliver the message

A new conversation is created and appears in your inbox.

Note: WhatsApp conversations can be received and replied to, but new conversations cannot be initiated via WhatsApp from the compose dialog. WhatsApp messages must be started by the customer first.

WhatsApp Reply Window

WhatsApp conversations have a 24-hour reply window (known as the Customer Service Window). This window opens when a customer sends you a WhatsApp message and lasts for 24 hours from their most recent inbound message.

While the window is open:

You can reply freely to the conversation
A countdown timer appears above the message composer showing the remaining time (e.g., "Reply window closes in 3h 42m")
The timer updates automatically

When the window expires:

The reply form is replaced with a notice: "The 24-hour reply window has expired. The customer must send a new message to reopen the window."
You cannot send further messages until the customer messages you again
Automated notifications (such as appointment reminders) can still be sent via WhatsApp outside this window

This is a requirement of the WhatsApp Business API and applies to all WhatsApp conversations.

Step 7: Close a Conversation

When a conversation is resolved:

Select the conversation
Click the Close button in the conversation header
The status changes to "Closed"

Closed conversations:

Move out of the Open filter view
Can still receive new customer messages within 24 hours of closing (which reopens them automatically)
After 24 hours, closed conversations no longer auto-reopen from new inbound messages
Can be manually reopened if needed
Are still searchable and accessible

Step 8: Reopen a Conversation

To continue a closed conversation:

Filter to show "Closed" conversations
Select the conversation
Click the Reopen button in the header
The status returns to "Open"

You can now continue the conversation as normal.

Step 9: Archive a Conversation

Archiving permanently closes a conversation and removes it from regular view:

Select the conversation
Click the Archive button in the header
A confirmation dialog appears: "Are you sure you want to archive this conversation? Archived conversations cannot receive new messages and this action cannot be undone."
Click Archive to confirm

Important: Archived conversations:

Cannot receive new messages
Cannot be reopened
Are still visible when filtering by "Archived" status
Are permanent - this action cannot be undone

Use archiving for:

Spam or irrelevant messages
Completed long-term conversations
Cleaning up old resolved issues

Step 10: View a Customer's Message History

You can view all conversations with a specific customer in two ways:

From the customer profile:

Navigate to the customer's profile (Customers > select customer)
Click the Messages tab
You'll see a card titled "Customer Messages" with a short description and a Go to Messages button
Click the button to open the inbox filtered to show only that customer's conversations

From the inbox with filter:

When you access messages via a customer profile, the inbox is automatically filtered to show only that customer's conversations
The page header shows the customer's name, confirming whose messages you're viewing
A Back to Customer link appears above the header
Click Show All Messages to clear the filter and see all conversations

Trial Period Messaging Restrictions

If your account is on a trial period, there are some messaging limitations to be aware of:

SMS and WhatsApp Messaging

SMS and WhatsApp messaging are not available during the trial period
This applies to both composing new messages and replying to existing conversations
When on trial, an amber warning banner appears at the top of the inbox with the title "SMS Messaging Unavailable" explaining that SMS messaging is not available during the trial period
The SMS channel option will be disabled in the compose dialog
WhatsApp conversations cannot be replied to during trial

Email Messaging

Email messaging works normally during the trial period
You can compose and send emails to customers without restriction

Daily Message Limits

Trial accounts have a daily limit of 10 outbound messages across all channels
If you reach this limit, you'll see a message explaining that you've reached your daily allowance

Upgrading

To unlock full SMS and WhatsApp messaging, upgrade your plan via the Billing page
The warning banner includes a direct link to upgrade
Beta testers are exempt from these restrictions

Common Pitfalls

"I can't send an SMS - there's no SMS option"

Check that:

You are not on a trial account (SMS and WhatsApp are disabled during trial)
The customer has a phone number in their profile
Your salon has sufficient SMS credits
You have permission to send messages

"The customer isn't receiving my replies"

Verify:

The customer's contact information is correct
For email, check if messages are going to spam
For SMS, ensure the phone number is a mobile (not landline)
Check the message status indicator for delivery confirmation

"Conversations keep reopening after I close them"

When a customer sends a new message to a closed conversation within 24 hours of closing, it automatically reopens. This is by design - you don't want to miss new queries. After 24 hours, closed conversations no longer auto-reopen. Consider archiving instead of closing if you don't want to see the conversation again.

"I accidentally archived an important conversation"

Unfortunately, archiving cannot be undone. The conversation is still visible when filtering by "Archived" status, but you'll need to start a new conversation to communicate with the customer.

Tips and Best Practices

Check messages regularly - Customers expect quick responses, especially to SMS. Set a routine to check the inbox several times a day.
Use the unread filter - Start each check by filtering to unread messages to ensure nothing is missed.
Close resolved conversations - Keep your Open queue manageable by closing conversations when they're complete.
Match the customer's channel - If they sent an SMS, reply via SMS. If they emailed, reply by email. This meets customers where they are.
Be concise but complete - Answer the full question in your first reply to avoid back-and-forth.
Personalise your responses - Use the customer's name and reference their specific situation.
Set expectations - If you need time to check something, let the customer know you'll get back to them.
Use templates for common queries - If you find yourself typing the same responses repeatedly, consider creating standard replies you can adapt.
Escalate when needed - If a conversation requires owner attention (complaints, refunds, etc.), make sure the right person sees it.
Don't ignore difficult messages - Unhappy customers who are acknowledged and helped often become your most loyal advocates.

Frequently Asked Questions

Can customers reply to automated notifications?

Yes, if they reply to an SMS or email notification, their message appears in your inbox as a new conversation (or added to an existing one).

How do I know if a message was delivered?

Each outbound message shows a status indicator:

Pending - Message is queued for sending
Sent - Message has been sent to the provider
Delivered - Message reached the recipient's device
Read - Recipient has read the message (where supported)
Failed - Delivery failed (check the message for details)

Can multiple staff members see the same inbox?

Yes, all staff with access can see the shared inbox. There's no assignment system - anyone can respond to any conversation.

Is there a mobile app for messaging?

The inbox works on mobile web browsers. When on mobile, tap a conversation to view it, and use the back button to return to the list.

What's the difference between Close and Archive?

Close marks a conversation as resolved but keeps it accessible. Within 24 hours of closing, new customer messages will automatically reopen the conversation. Closed conversations can also be manually reopened at any time. Archive permanently closes the conversation. Archived conversations cannot receive new messages and cannot be reopened.

How far back does message history go?

Message history is retained indefinitely. You can scroll back through the entire conversation thread.

Can I delete individual messages?

No, individual messages cannot be deleted. This maintains an accurate record of all customer communications.

Do messages work outside business hours?

Yes, customers can send messages at any time. You'll see them the next time you check the inbox. Automated notifications also send outside business hours based on their configured timing.

Can I send messages to multiple customers at once?

The messaging inbox is for one-to-one conversations. For bulk communications, consider creating a notification campaign or using an external email marketing tool.

Can I start a WhatsApp conversation with a customer?

No, you cannot initiate WhatsApp conversations from Luminate. WhatsApp Business API requires the customer to message you first. Once a customer sends a WhatsApp message, it appears in your inbox and you can reply to continue the conversation.

Why can't I reply to a WhatsApp conversation?

WhatsApp has a 24-hour reply window. You can only send replies within 24 hours of the customer's most recent message. If the window has expired, the customer needs to send you a new message before you can respond. A countdown timer above the message composer shows you how much time remains.

Why can't I send SMS or WhatsApp messages during my trial?

SMS and WhatsApp messaging are disabled during the trial period to prevent misuse. Email messaging works normally during trial. To unlock SMS and WhatsApp, upgrade your plan from the Billing page. Beta testers are exempt from this restriction.

Last Updated: May 2026