Your inbox flags threads that need a reply. But plenty of conversations get resolved somewhere the inbox can't see — in the studio, on the phone, on a voicemail. This article covers closing the loop on those.
Marking a thread handled
Marking a conversation handled clears the needs-attention mark on one client's thread. That's all it does, and the list of things it deliberately doesn't do is the point:
- It doesn't archive the thread.
- It doesn't delete any messages.
- It doesn't touch credits, packages, or bookings.
- It doesn't send the client anything.
It's a note to yourself, not an action on their account.
It's also reversible — put a thread back into "Need to send" if you marked it too early. And the mark comes back on its own the moment that client texts again, so you're never at risk of silencing someone permanently by clearing a flag.
Sending a one-off text to one client
The other half of closing a loop is telling the client. You can send a custom, one-off text to a specific person — most often "that's sorted now" after a mismatched payment, a missing package, or a scheduling mix-up has been fixed.
It isn't limited to fix notifications, though. Any bespoke message to one client works: let someone know their locker moved, check in on someone's back, answer a question they asked in person. Becky drafts it from what you tell her.
When not to use it:
- The client hasn't opted in to SMS. Email them instead, or just have the answer ready when they ask.
- You want to reach lots of people. This is one client, one message. For a group, use broadcasts; for repeating outreach, use campaigns.
Common questions
I marked it handled and it came straight back. The client texted again. That's the mark working — a new inbound message reopens the thread's needs-attention state by design.
Should I mark handled or send a text? If the client still doesn't know the outcome, send the text. Marking handled only tidies your side.
Still stuck? Contact support — we answer real emails from real people.