Using the Messenger
The Messenger is where you text back and forth with your clients — right from KTF. You can send booking links, deposit requests, consent forms, and photos, all in one place, and every conversation is automatically tied to the right client's profile.
This article covers the main Messenger screen.
If you want to message a client without leaving what you're working on (like an invoice or an appointment), see QuickChat: Messaging Clients from Anywhere. To customize things like saved replies or blocked numbers, see Messenger Settings.
Getting to the Messenger
Click Messages in the left sidebar. This opens your full list of conversations.
The Conversations List
On the left side of the Messenger, you'll see every conversation your shop has had with clients. At the top are four tabs you can click to filter this list:
All — every conversation
Unread — conversations with messages you haven't opened yet
Mine — conversations assigned to you
Starred — conversations you've marked as important
Starring a conversation
Starring is a simple way to flag a conversation so you or your team can find it again quickly — useful for a client you're actively working with, or a thread you need to circle back to.
To star a conversation, look for the star icon on the right side of that conversation's row in the list, and click it. Click it again to un-star it. Starred conversations will show up under the Starred tab:
Archived conversations
Conversations you're done with can be tucked away in the Archived folder near the top of the list, keeping your main list focused on active conversations.
The "More options" menu
Click the three-dot icon (⋮) at the top of the Conversations list to open a small menu with:
Select conversations — lets you pick multiple conversations at once
Enable desktop notifications — get a notification on your computer when a new message comes in
Mute notification sound — turns off the sound alert for new messages
Starting a new conversation
Click the compose icon (a speech bubble with a pencil) at the top of the Conversations list. A New Message window will pop up with a To field (search for an existing client or type a phone number) and a Message field. Click Send when you're ready, or Cancel to back out.
The Conversation Thread
Click any conversation in the list to open it in the center of the screen.
The thread header
At the top of an open conversation, you'll see the client's name (or phone number, if not linked to a client profile) and a row of icons on the right:
🔍 Search messages — search within this specific conversation
👤 Assign artist — assign this conversation to a specific team member
🚫 Blacklist phone number — block this number from texting your shop
🔔 Mute conversation — stop notifications for this thread only
📋 Client details — open or close the client info panel on the right
Assigning a conversation to an artist
If a conversation isn't assigned to anyone, it shows as Unassigned at the top of the thread. Click the Assign artist icon to assign it to a specific team member:
Assigning a conversation makes that person its "owner" — they're the one who gets notified about new messages in it. You can control who gets notified about unassigned conversations in Messenger Settings.
Blacklisting a phone number
Click the Blacklist phone number icon if you need to block a number entirely. Once blacklisted, that number:
Can no longer text your shop
Cannot fill out any forms (consent, aftercare, request forms, etc.)
Cannot book appointments
This is reversible — you can remove a number from the blacklist at any time. See Messenger Settings for how to manage your full blacklist in one place.
Muting a conversation
Click the Mute conversation (bell) icon to stop getting notified about new messages in that one specific thread, without affecting notifications for anything else.
Client details panel
Click the Client details icon to open a panel on the right side of the screen with more information about the client you're texting with.
This panel has four tabs: Client Profile, Calendar, Media, and Pinned Messages.
Inside the Client Profile tab, you'll also find:
VIP flag / Flag — mark a client as VIP or apply another flag
Update / Send Form / Merge / Delete buttons for managing the client record
Stats: Total Spent, Total Appointments, Client Since, Next Appointment
Account Balance — a running ledger of store credit, gift cards, and deposits for this client, with History, Adjust, and Deposit buttons
Notes — internal notes about this client
Sub-tabs: Appointments & Forms, Requests, Transactions, Documents, and Connections
Merging duplicate client profiles
If the same client accidentally ends up with two (or more) profiles, click Merge to combine them.
Click Merge on the client profile you want to keep records attached to.
Choose the master profile — this is the one that will remain after the merge.
Confirm the merge.
All of the other profile's records — forms, transactions, appointments, and so on — will move over to the master profile you selected. The duplicate profile is removed once the merge is complete.
Account Balance: History and Adjust
Every client profile has a running ledger tracking their store credit, gift card balance, transactions, and deposits.
Click History to view the full ledger of activity on this client's account.
Click Adjust to manually add or remove credit on the client's account (for example, to issue a refund as store credit, or correct a balance).
Click Deposit to collect a new deposit from the client (see "Deposit Link" below for sending this as a payment link over text).
Requests — shows any request forms the client has submitted, along with their status:
Transactions — a full purchase history for this client:
Documents — files uploaded for this client, like a driver's license:
Connections — tracks relationships between clients, such as a parent and their minor child, or an emergency contact. A client marked as a "consent signer" can sign forms on behalf of the client they're connected to.
Calendar tab — shows this client's upcoming appointments:
Media tab — shows photos and files this client has sent:
Linking an unassigned number to a client
If someone texts your shop from a number that isn't linked to any client profile yet, you'll see a "Link a client profile" prompt instead of the usual profile. You have two options:
Find Client — search your existing clients by name, email, or phone, or pick from a "Recent Clients" list
Create Client — fill in First Name, Last Name, Email, and Phone Number, then click Create & Link
Pinning a message
To keep an important message easy to find later, click the pin icon next to that message. Pinned messages show up under the Pinned Messages tab.
The Message Composer
At the bottom of any open conversation is where you type and send messages.
Attach media
Click the paperclip icon to attach a photo or video to your message.
Send Form
Click Send Form to send a form to your client — Consent Form, Aftercare Form, or Request Form. These are the same forms your shop builds and customizes under Forms in the main menu.
Booking Link
Click Booking Link to open the Appointment Link Builder. From here you can filter by Artist and/or Service, copy your link, generate a QR code, or send it directly into your message.
Deposit Link
Click Deposit Link, enter a Deposit amount, and click OK — the invoice link is added to your message draft (it won't send automatically).
Quick Reply
Click Quick Reply to insert a pre-written message template into your draft instantly. These are customizable by your shop — see Messenger Settings.
Scheduling a message
Type your message, click the clock icon next to Send, and choose when it should send.
Once scheduled, the message shows a yellow Scheduled badge and a note that it's waiting to send.
Note: At this time, there is no way to cancel or edit a message once it's been scheduled. Double-check your message and timing before scheduling it.