Messages: your customer inbox

Messages holds every conversation with your customers in one place. When a customer replies to an email Seascape sent, the reply lands here, on the right conversation, and on the booking's Messages tab and the client's profile. The sidebar shows how many are unread.

• Reply by email, or by text if you have connected your own Twilio account.
• Assign to me, or to a colleague, so two people don't answer the same customer. Star, Snooze or archive a conversation, and filter by unread, yours, unassigned, starred, snoozed, closed or archived.
• Leave an Internal note for the team. The customer never sees it.
• Start a conversation with New message, or Start from a saved message.
• Draft writes a reply for you to check and edit. Summarise sums up a long thread. If the customer writes in another language, you can translate.

Seascape's emails come from your shop's name at info@seascape.bz. Who it's from in Settings → Emails lets you send from your own domain.

Replies by email: when a customer replies, it is also emailed to your shop email and to each team member who can see Messages and has email on for Customer replies. Several messages from one customer within about ten minutes arrive as one email. Answer that email from your own mail and your answer goes to the customer and is saved to the conversation; the email you are replying to and your email signature are left off. To stop these emails, turn off Customer replies in your inbox in Settings → Emails (on to start with); replies still arrive in Messages. Out-of-office replies and bounced emails are never posted or emailed.

If an emailed answer comes from an address that isn't your shop's or the login of a team member who can see Messages, or Seascape can't confirm it really came from that address and belongs to that conversation, Seascape doesn't send it. Answers are confirmed automatically when they come from a mail service that signs the sender and the recipient, like Gmail or Google Workspace; answers from Outlook or Microsoft 365 are held for you to send. It shows in the conversation as Held — not sent to the customer, with the reason, and the top of the conversation list says so. Press Send to customer if it's yours, or Discard.

Who can see Messages is the Messages permission. Only people who can see Messages are emailed customer replies.