This is available on Subscription Tiers: 

Engage, Grow, Promote, Free Unlimited, Essentials, Accelerate, & Ultimate.

Why This Matters

We know that so much of your success depends on your ability to communicate with your clients – and their ability to reach you. Our Inbox enables you to reach out easily, no matter what else you're working on, and converse with anyone in a variety of ways.

Step-By-Step How To

Communication channels

You can send messages to people using:

1. Email: for Clients and Leads, regardless of whether or not they're subscribed
2. SMS (text message): for Clients and Leads, if they're subscribed
3. Chat: for Clients only, using their mobile app

Sending a new message

There are multiple ways to send a message to one of your Clients or Leads:

1. Use the Shift-M hotkey on any page in Core where you see the "Quick Nav" bar at the top
   1. You can assign a "Create Message" button to the Quick Nav as well, but the hotkey works no matter what
2. Click the "Create Message" button on the Communication > Inbox page
3. Click a message icon anywhere in Core
   1. Retain page (email)
   2. Class calendar

These open the New Message sidebar, and pre-fills as much context as it can (usually recipients). From there, it's up to you to configure the message:

1. Choose which channel you want to use
   • For email, select sending settings like From Email, and subject
2. Choose recipients
   • You can switch channels after choosing recipients; we'll show a warning if any of them won't receive the message
3. Compose your message
   • Enter your message, add media and attachments (depending on the channel)
   • Note: message content and attachments will not carry over between channels
4. Schedule or Send
   • Either Send Now (which sends immediately), or choose to schedule it for a later time
   • If you schedule send, you can always edit the message content before it sends
   • Sending a new message to a Segment will only allow you to Send Now, so it can convert to individual recipients

Viewing messages

In the left navigation bar, the Communication section will always show a badge with the number of your unread messages. When you expand the section, the Inbox item will show the badge.

1. Head to Communications > Inbox to find all your conversations, OR...
2. Click on a person-specific message button to navigate directly to your conversation with that person. This applies on:
   1. Top right corner of Client/Lead profile page
   2. Client/Lead Quick View
   3. Global search
3. By default, you'll see "My Conversations," which contains all conversations that you're having. Open the drop-down to filter by status.
   1. A "conversation" is all the communication between you and a Client or Lead. Some of these can also be "group conversations" with more than two people. Conversations contain multiple channels of communication (although some, like SMS, do not support groups).
   2. You can filter any set of conversations by whether they include Clients or Leads, and you can search any conversation by name.
   3. If you're an Admin, you can choose "All Conversations," which allows you to:
      • View all the conversations at your gym, so you can make sure everyone is staying up to date, and even reply as that person
      • View Chat conversations that are for your business or one of your locations, but not specifically for you
4. Conversation rows display the recipient or group name, the channel of the most recent message, what time that most recent message was sent, and (if applicable) badges indicating a Scheduled message, a Draft message, and a count of Unread messages. Click a conversation to view its contents.
5. Once you've selected a conversation, you'll be directed to the most recent message. From there, you can choose among the available channels, and view or send messages directly from the conversation.
   • Drafts are auto-saved in conversations; feel free to start messages now and come back to them later
   • Schedule Send and Send Now options are available for all channels

Email threads

SMS and Chat are simple; each contains just one "thread" per conversation. Email, on the other hand, can have multiple threads, each defined by its subject line.

1. Selecting the Email channel will display a list of the open threads, as well as a "New Email" composition box at the bottom, which will begin a new thread.
2. Each thread will display the participants, its subject, and the time of the last email. It will look different depending on whether it's read or unread, and may contain a Draft or a Scheduled message. Clicking the thread will open the email thread view.
   1. This thread view displays the whole email history of the thread (click the circle to expand all emails), in chronological order. Drafts and Scheduled emails are sorted at the bottom. Click the Reply button to create a new Draft reply, and send directly from the thread.
3. Adding a BCC recipient to an email will not include them in the current conversation; instead, a new thread will be created for each BCC recipient, in each of their own conversations.
4. To make changes to an email thread's sending settings, create a new draft, then click the pencil icon next to the recipients to open the "Continue Thread" sidebar. This will allow you to edit recipients, BCC, from email, from name, and subject.
   1. Making changes to a thread's settings will display it as a separate thread and/or conversation in the Inbox, depending on whether you change recipients.

Attaching media

Different types of files may be attached depending on the channel:

1. Email: any file from your computer/device
2. SMS: only media files (photo, video, audio, text, PDF)
3. Chat: any file from Media Library

Group conversations

You can send group messages to people using the email or chat channels. To start a group conversation:

1. Click Create Message and select more than one recipient
2. Choose the Email channel, or the Chat channel and "Group Chat"
3. Send your message

Once the group conversation is created, you can manage its members by selecting the conversation and clicking on the group name at the top of the conversation view. In the presented sidebar, add or remove conversation members as needed.

• For emails, new members will only receive emails that are sent after they're added; removed members will not receive emails sent after they're removed
• For chat, new members will gain access to the whole history of the chat; removed members will lose access to the whole chat

FAQs

1. "Where can I find the placeholder button and templates?"
   Answer: Unfortunately, placeholders and templates are not currently available for Inbox Emails.
2. "Can I search for a message using search terms?"
   Answer: This is not currently available, but let us know if this is something youwould be interested in!
3. "Can I send copies of emails to my personal inbox?"
   Answer: Use the checkbox  at the bottom of the email to decide whether to send copies of all emails in the thread to your account email. You can select or deselect this at any time; copies are forwarded to your account email, if the thread setting is ON at the time the email is sent. This keeps a record of the thread in your external email account, and even allows you to respond directly from there.