CRM & Messaging
BusyBook’s messaging system brings all your client communication into one place. Whether a message came through iMessage, SMS, email, or the in-app chat, you can see and respond to everything from the CRM.
Accessing Messages
Section titled “Accessing Messages”There are two messaging views in BusyBook:
Messages Hub
Section titled “Messages Hub”Go to Clients > Messages in the sidebar for the full messaging hub. This shows all conversations across all channels in a unified inbox.
Chat View
Section titled “Chat View”Go to Clients > Chat for a focused two-panel chat interface with a conversation sidebar on the left and the message thread on the right.
The Messages Hub
Section titled “The Messages Hub”The Messages Hub shows every conversation with every client in a single, scrollable view.
Channel Filter
Section titled “Channel Filter”Filter conversations by channel using the tabs at the top:
| Channel | Description |
|---|---|
| All | Every message across every channel |
| iMessage | Messages sent and received via iMessage |
| SMS | Text messages via your SMS provider |
| Email conversations | |
| In-App | Messages sent through the BusyBook platform |
Conversation List
Section titled “Conversation List”The left sidebar shows a list of client conversations, ordered by most recent message. Each entry displays:
- Client name and avatar
- Preview of the last message
- Timestamp of the last message
- Channel badge (iMessage, SMS, Email, etc.)
- Unread indicator for new messages
Click on a conversation to view the full message thread.
Message Thread
Section titled “Message Thread”The message thread shows the full conversation history with a client. Messages are displayed chronologically with:
- Sender name and avatar
- Message content
- Timestamp
- Channel badge showing which platform the message came from
Sending a Message
Section titled “Sending a Message”- Select a conversation or start a new one
- Type your message in the compose field at the bottom
- Choose the channel you want to send through (iMessage, SMS, or email)
- Press Send
For email messages, you can also set a subject line.
Starting a New Conversation
Section titled “Starting a New Conversation”Click the New Conversation button, then search for and select a client. Choose the channel and compose your message.
Unread Messages
Section titled “Unread Messages”Unread conversations are highlighted in the sidebar. BusyBook tracks which messages you’ve read, so you always know which clients need a response. The unread count appears in the sidebar navigation badge.
PHI Protection
Section titled “PHI Protection”BusyBook automatically scans outgoing messages for potential protected health information (PHI) to help you stay compliant. If PHI is detected, you’ll be alerted before the message is sent.
AI Assistant Takeover
Section titled “AI Assistant Takeover”When the AI assistant is handling conversations, you can take over at any time. The messages view shows which conversations are being managed by the assistant and lets you reclaim control with a single click.