Messenger

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:

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

ElementDescription
Client NameWho you're chatting with
Case NameThe case this conversation is about
Last MessageA sneak peek of the newest message
TimestampWhen the last message was sent
Unread BadgeA blue dot means you haven't read it yet
Channel IconShows if it's SMS, email, or chat
SentimentShows if the mood is positive, neutral, or negative

🔍 Filtering Conversations

Narrow down your inbox with filters:

FilterDescription
AllSee everything
UnreadOnly chats with new messages
StarredChats you marked as important
Assigned to MeCases that belong to you
Needs ResponseWaiting for your reply
AI DraftHas an AI-suggested reply ready

🎯 Advanced Filters

FilterDescription
By Case TypeShow only certain case types
By StatusCases in certain statuses
By ChannelJust SMS, email, or chat
By SentimentPositive, neutral, or negative mood
By DateWithin a date range
By StaffAssigned to a specific person

↕️ Sorting Options

SortDescription
Most RecentNewest messages on top
OldestOldest messages on top
Unread FirstUnread chats come first
By SentimentNegative mood first (needs attention!)

✉️ Sending Messages

To send a message:

  1. Open the conversation with the client
  2. Type your message
  3. Choose the channel (SMS or Email)
  4. Click Send

📡 Channel Selection

ChannelBest For
SMSQuick updates, reminders, urgent stuff
EmailLonger messages, documents, formal stuff
ChatLive 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

FeatureDescription
Rich TextStyle your emails with bold, links, etc.
EmojiAdd emojis to your messages 😊
LinksDrop in clickable URLs
Merge FieldsAuto-fill client or case info

📄 Using Templates

Speed things up with templates:

  1. Click the Templates icon
  2. Search or browse templates
  3. Pick one
  4. It fills in with the client's info automatically
  5. Edit if you want, then send

See Message Templates for more details.

📎 Adding Attachments

You can attach files to your messages:

  1. Click the Attachment icon
  2. Pick a file from your computer or drag and drop it
  3. These file types work:
TypeExtensions
DocumentsPDF, DOC, DOCX
ImagesJPG, PNG, GIF
SpreadsheetsXLS, XLSX, CSV
  1. The file gets sent along with your message

⏰ Scheduling Messages

Send a message later:

  1. Write your message
  2. Click the Schedule icon
  3. Pick a date and time
  4. 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

  1. A client sends a message
  2. The AI reads the conversation
  3. It writes a suggested reply
  4. The draft shows up for you to review
  5. You can edit it, send it, or throw it out

Using Drafts

  1. Read the suggested reply
  2. Change anything that doesn't sound right
  3. Click Send to approve and send it
  4. Or click Dismiss to write your own reply

👍 Improving Suggestions

Give feedback on AI suggestions to help them get better:

FeedbackEffect
👍 GoodThe AI learns what works
👎 PoorThe AI avoids writing things like that

⚙️ AI Settings

Control how the AI works:

SettingDescription
Auto-DraftAutomatically create draft replies
Draft DelayHow long to wait before making a draft
ToneProfessional, friendly, etc.
Working HoursOnly make drafts during work hours