Messenger Settings
This article covers how to customize your shop's Messenger: setting up saved reply templates, tagging photos and videos, blocking phone numbers, and choosing who gets notified about new messages.
If you haven't already, we recommend reading Using the Messenger first for an overview of how the Messenger works day to day.
Getting to Messenger Settings
Click Settings in the left sidebar.
Click Messaging.
You'll see four sub-tabs: Quick Replies, Media Tags, Blacklist, and Notifications.
Quick Replies
Quick Replies are reusable message snippets that anyone on your team can insert into a text conversation with one click, instead of typing the same message over and over. You'll find them by clicking Quick Reply in the message composer, both in the main Messenger and in QuickChat.
Adding a Quick Reply
Go to Settings > Messaging > Quick Replies.
Under Name, give your reply a short, recognizable label (for example, "Deposit reminder"). This name is just for your team — clients won't see it.
Under Text, write out the full message (up to 1,000 characters).
(Optional) Set a number under Order to control where this reply appears in the Quick Reply list — lower numbers show up first.
Click Add Reply.
Your saved replies will appear in a list below the form. Click the pencil icon next to any reply to edit it, or the trash icon to delete it.
Media Tags
Media Tags are labels your team can apply to photos and videos sent through appointments and messages — for example, tagging a photo as a "Stencil" or "Reference Image" so it's easy to find later.
Adding a Media Tag
Go to Settings > Messaging > Media Tags.
Under Name, enter the label you want (for example, "Healed Photo"). A matching Slug will be generated automatically — you generally don't need to change this.
Click Add Tag.
Existing tags are listed below, each with a pencil icon to edit and a trash icon to delete.
Blacklist
The Blacklist is where you manage which client phone numbers are blocked from your shop's Messenger. Once a number is blacklisted:
It can no longer send your shop a text message
It cannot submit any forms (consent, aftercare, request forms, etc.)
It cannot book an appointment
Blocking a number
Go to Settings > Messaging > Blacklist.
Enter the client's Phone Number.
(Optional) Add a Reason as an internal note for your staff — the client won't see this.
Click Add Number.
Removing a number from the blacklist
You can also blacklist or un-blacklist a number directly from an open conversation — click the no-entry icon in the thread header (see Using the Messenger for details). Either way, it's fully reversible any time.
Notifications
This tab controls who gets notified when a client replies to a conversation that hasn't been assigned to a specific artist yet.
Note: This is different from the general Notifications page under Settings — that page covers other shop-wide alerts. This tab, under Settings > Messaging > Notifications, specifically controls who's notified about unassigned Messenger conversations.
If a conversation is assigned to someone, that person is automatically notified — this is set from within the conversation itself (see "Assigning a conversation to an artist" in Using the Messenger).
If a conversation is unassigned, only the people you choose here will be notified.
Setting up unassigned conversation notifications
Go to Settings > Messaging > Notifications.
Click the Select users dropdown under "Unassigned conversations."
Choose everyone who should be notified about unassigned conversations (for example, a shop manager or front-desk staff).
Click Save Message Notifications.
