Messenger
One inbox for all your client messages — texts, emails, and chats all in one spot. 📬
💡 What is Messenger?
The Messenger is your home base for talking to clients. Instead of jumping between different apps, you can:
- 📱 See all SMS text messages from clients
- 📧 Read and reply to emails
- 💬 See chat messages from the client portal
- 📜 Look at the full message history for each case
- 📤 Send messages through different channels
- 🤖 Get AI-suggested replies
All messages are grouped by conversation, so it's easy to follow every chat with each client.
📥 The Unified Inbox
Open the Messenger from the main menu. You'll see all your conversations:
Conversation List
| Element | Description |
|---|---|
| Client Name | Who you're chatting with |
| Case Name | The case this conversation is about |
| Last Message | A sneak peek of the newest message |
| Timestamp | When the last message was sent |
| Unread Badge | A blue dot means you haven't read it yet |
| Channel Icon | Shows if it's SMS, email, or chat |
| Sentiment | Shows if the mood is positive, neutral, or negative |
🔍 Filtering Conversations
Narrow down your inbox with filters:
| Filter | Description |
|---|---|
| All | See everything |
| Unread | Only chats with new messages |
| Starred | Chats you marked as important |
| Assigned to Me | Cases that belong to you |
| Needs Response | Waiting for your reply |
| AI Draft | Has an AI-suggested reply ready |
🎯 Advanced Filters
| Filter | Description |
|---|---|
| By Case Type | Show only certain case types |
| By Status | Cases in certain statuses |
| By Channel | Just SMS, email, or chat |
| By Sentiment | Positive, neutral, or negative mood |
| By Date | Within a date range |
| By Staff | Assigned to a specific person |
↕️ Sorting Options
| Sort | Description |
|---|---|
| Most Recent | Newest messages on top |
| Oldest | Oldest messages on top |
| Unread First | Unread chats come first |
| By Sentiment | Negative mood first (needs attention!) |
✉️ Sending Messages
To send a message:
- Open the conversation with the client
- Type your message
- Choose the channel (SMS or Email)
- Click Send
📡 Channel Selection
| Channel | Best For |
|---|---|
| SMS | Quick updates, reminders, urgent stuff |
| Longer messages, documents, formal stuff | |
| Chat | Live conversation through the portal |
🌙 SMS outside business hours
If you send a text between 9:00 PM and 8:00 AM Eastern Time, a popup will ask you to confirm. The text might show as Pending until it's allowed to send. You can pick Send Anyway to send right now, or cancel.
INFO
Business hours are 8:00 AM–9:00 PM Eastern Time. Messages sent outside this window might be delayed depending on your phone provider's rules.
✍️ Message Composition
| Feature | Description |
|---|---|
| Rich Text | Style your emails with bold, links, etc. |
| Emoji | Add emojis to your messages 😊 |
| Links | Drop in clickable URLs |
| Merge Fields | Auto-fill client or case info |
📄 Using Templates
Speed things up with templates:
- Click the Templates icon
- Search or browse templates
- Pick one
- It fills in with the client's info automatically
- Edit if you want, then send
See Message Templates for more details.
📎 Adding Attachments
You can attach files to your messages:
- Click the Attachment icon
- Pick a file from your computer or drag and drop it
- These file types work:
| Type | Extensions |
|---|---|
| Documents | PDF, DOC, DOCX |
| Images | JPG, PNG, GIF |
| Spreadsheets | XLS, XLSX, CSV |
- The file gets sent along with your message
⏰ Scheduling Messages
Send a message later:
- Write your message
- Click the Schedule icon
- Pick a date and time
- Click Schedule Send
🤖 AI-Suggested Responses
Kayse AI can suggest replies based on what's happening in the conversation:
Draft Messages
When a client sends a message, Kayse AI might write a suggested reply. It shows up as a "draft" in the conversation.
How AI Drafts Work
- A client sends a message
- The AI reads the conversation
- It writes a suggested reply
- The draft shows up for you to review
- You can edit it, send it, or throw it out
Using Drafts
- Read the suggested reply
- Change anything that doesn't sound right
- Click Send to approve and send it
- Or click Dismiss to write your own reply
👍 Improving Suggestions
Give feedback on AI suggestions to help them get better:
| Feedback | Effect |
|---|---|
| 👍 Good | The AI learns what works |
| 👎 Poor | The AI avoids writing things like that |
⚙️ AI Settings
Control how the AI works:
| Setting | Description |
|---|---|
| Auto-Draft | Automatically create draft replies |
| Draft Delay | How long to wait before making a draft |
| Tone | Professional, friendly, etc. |
| Working Hours | Only make drafts during work hours |