Messenger
A unified inbox for all your client communications — SMS, email, and chat in one place.
What is Messenger?
The Messenger is your central hub for all client communications. Instead of switching between different apps, you can:
- View all SMS messages from clients
- Read and respond to emails
- See chat messages from the client portal
- Track communication history for each case
All messages are organized by conversation, making it easy to follow the full history with each client.
The Unified Inbox
Access the Messenger from the main navigation. You'll see a list of all your conversations:
Conversation List
- Client name and case — Who you're talking to
- Last message preview — Quick look at the most recent message
- Timestamp — When the last message was sent
- Unread indicator — Blue dot for unread messages
- Channel icon — SMS, email, or chat
Filtering Conversations
Filter your inbox by:
- All — See everything
- Unread — Only conversations with unread messages
- Starred — Conversations you've marked as important
- Assigned to me — Cases assigned to you
Sending Messages
To send a message to a client:
- Open the conversation with the client
- Type your message in the text box
- Choose the channel (SMS or Email)
- Click Send
Using Templates
Save time with message templates:
- Click the Templates icon
- Select a template
- The template text is inserted with personalized information
- Edit if needed, then send
See Message Templates for more information.
Adding Attachments
You can attach files to your messages:
- Click the Attachment icon
- Select a file from your computer
- The file will be sent with your message
AI-Suggested Responses
Kayse can suggest responses based on the conversation context:
Draft Messages
When a client sends a message, Kayse may generate a suggested response. You'll see it as a "draft" in the conversation.
Using Drafts
- Review the suggested response
- Edit if needed to match your voice
- Click Send to approve and send
- Or click Dismiss to write your own reply
Improving Suggestions
Provide feedback on AI suggestions to improve future responses:
- 👍 Good suggestion — Helps the AI learn what works
- 👎 Poor suggestion — Helps the AI avoid mistakes
Notifications
Stay on top of new messages:
In-App Notifications
A badge shows unread message count. Click to jump to Messenger.
Mobile Notifications
Get push notifications on your phone when new messages arrive (requires the Kayse mobile app).
Managing Notifications
Go to Settings → Notifications to customize what notifications you receive.
Message Status
Track the status of your outbound messages:
| Status | What It Means |
|---|---|
| Sent | Message has been sent |
| Delivered | Message was delivered to the recipient |
| Read | Recipient has opened/read the message (when available) |
| Failed | Message could not be delivered |
Conversation History
View the complete communication history with a client:
- All SMS messages sent and received
- All emails sent and received
- Chat messages from the client portal
- Timestamps for each message
- Who sent each message (team member name)
Viewing on a Case
You can also see messages from within a case:
- Open the case
- Go to the Communications tab
- View all messages related to this case
Best Practices
- Respond quickly — Fast responses improve client satisfaction
- Use templates — Save time on common responses
- Check the context — Review case details before responding
- Keep it professional — Messages are part of the case record
- Mark messages as read — Keep your inbox organized
- Star important conversations — Easy to find later