Inbox

When someone messages you, books a time or leaves a review on your website, it arrives in your Inbox. Nothing depends on you spotting an email: new items always appear here, even if email notifications are off.

The page shows two things at once: the Inbox (everything that came in) and Agenda (upcoming bookings). There is no tab to press: on a computer Agenda sits to the right of the list, on a phone underneath it. The ⋯ menu, top right, downloads everything as CSV.

At the top of the list are two buttons: Messages and People.

• Messages is the list you know, with one row per thing that came in, newest first.
• People is the same thing sorted by human, with one row per customer, showing what last happened and how many unread messages you have from them. Open a person and you see their whole history as a conversation: what they wrote, when you replied, and the bookings in between.

SnabbSajt remembers which mode you picked, per website. Status, language, private note and deleting the person all live under ⋯ in the conversation.

A message with no email address cannot become a person, so those stay under Messages only, and the People list says when there are some.

On a wide screen the message opens beside the list instead of on top of it, so you can move to the next one without closing. On a narrower screen it slides in from the right, and on a phone it fills the screen as before. The reply box is always open, and you do not press Reply first.

Do this

1. Open Inbox.
2. Leave the To do filter on. It shows only what you have not handled.
3. Open a row to see everything, or press the reply arrow on the right to answer without opening it.
4. Reply. The item marks itself Handled.

What happens next: nothing is deleted. You can mark an item as not handled again at any time, and the same numbers appear under Statistics.

Working through the list

Each row shows who it was and what they wanted. Use the filters to see only what you need:

• To do - not handled yet. This is the useful default.
• Messages, Bookings, Reviews - one type at a time.

Search by name, email, phone number, what they wrote or the service they booked to find someone again. The search covers everything the website has received, not only what is on screen - so a customer from last year is one search away, without pressing "Show older" first. When you reply, the item is marked Handled - and you can undo that, or mark it as not handled later.

What you can do with one item

At the top it says where the message came from: which form, which page and which website - for example "Contact form on Contact · Café Nord". With several forms you can see straight away which one actually brings you customers. The same numbers are collected under Statistics, which shows the form that brings in the most messages.

If someone has been waiting more than a day, the row says Waiting 2 d. Answering fast is often the whole difference between a job and a lost job.

Open a row and you get the actions that make sense for it - or press the reply arrow on the right of the row to answer without opening it.

The things you do most often sit at the bottom as buttons. The rest - open the customer's contact card, archive, junk, cancel, no-show, print and delete - live behind the ⋯ button on the far right, so the row never becomes a wall of choices.

• Reply by email or Call - straight from the row.
• Draft reply (AI) - lets the AI write a first version for you to edit. It costs 1 AI credit.
• Speak - record your answer with the microphone and it becomes text you can read through and edit before sending. While it records, the button turns red with a stop symbol; press it again to stop. No audio is sent to the customer.
• Reply templates - save the answers you keep typing, then reuse them.
• Note - a private note only you can see.
• Follow up - put a date on it (tomorrow, in 3 days, or your own). When the day comes the enquiry shows up under To do, in "Behöver dig" on the company home, and you get an email. Move or clear the reminder and no email goes out, and it is muted if you have turned New enquiries off under notifications.
• Junk - archives the message and stops the same email address reaching your inbox again. Undo it straight from the notice if you tapped it by mistake.
• Archive - out of the list, still findable. Deleting is permanent; the customer stays under People with their history. If the customer has asked you to remove their data, that is the other button: Delete customer, under People → ⋯ → Person details, erases the person - their messages, bookings and waitlist entries, along with the contact card. Paid bookings, invoices, offers and orders stay, because bookkeeping law requires them to.
• Print / save as PDF - the whole request on paper to take with you, or as a PDF to keep. Buttons and menus are left out - just who it was, what they wanted, and your note.

Bookings

A booking row can be rescheduled (you pick a new free time), marked as a no-show, or restored after a cancellation. When the job is done, press Complete booking - that is a different thing from marking the row as handled, which only means you are finished with the message.

Deleting a booking. If the time is still booked and hasn't passed, deleting it emails the customer that it is cancelled and removes it from their calendar - they won't turn up to an appointment you no longer have. If you want the customer told without losing the row, use Cancel instead: the time is freed and they get the message, and the booking stays in your list.

The retention policy for unpaid bookings is 36 months after the appointment date. Automatic cleanup starts after the updated privacy policy has been published. Paid or refunded bookings are kept longer when bookkeeping law requires it.

Reviews

A review you like can be added to your website in one click. It lands in your draft, so publish to make it visible to visitors.

Getting told straight away

New items always land in the Inbox, and we email you as well. If you use the iPhone app, you also get a notification the moment an enquiry arrives - tap it and you land on the message itself. It is asked for once, the first time you open the app; the notification says who wrote, never what they wrote, so nothing private shows on a locked screen.

You can turn the same notification on in your browser: Settings → Your account → Email & push → Notifications on this device. It applies to one browser at a time, so you can have it on both your computer and your phone. Your browser asks for permission the first time. If you have already answered "block", you have to allow notifications in the browser's own settings - we cannot ask again.

Choosing which emails you want

The emails about this website sit under Settings → Notifications, and you choose one at a time:

• New enquiries - someone filled in a form.
• New bookings - someone booked a time, or cancelled it themselves.
• New reviews - a customer left a review.

Turning one off loses you nothing. Enquiries, bookings and reviews land in the Inbox exactly as before - you just aren't interrupted.

Two switches in the same list send mail to someone else rather than to you, and they say so:

• Auto-reply to the visitor - a short "we received your message" reply, in your website's name, when a form includes an email address.
• Ask the customer for a review - when an invoice is paid, a booking is done or an order is paid, we email the customer in your website's name and ask how it went. It is on to begin with. Turn it off and we stop asking, on all three. The customer can also say no themselves, straight from the email.

Below them sit two emails about your account rather than one website: the weekly summary (one email a week, only in weeks where something happened) and tips and news. Receipts and security messages are always sent.

Turning off "New enquiries" turns the phone notification for new enquiries off too. It is one choice, not two.

You can also turn these off straight from the email: at the bottom of every one is "Turn off emails like this one". You don't have to sign in - the link shows the same four choices, and you can switch them back on from there.

When an email doesn't arrive

If a confirmation or reply to a customer bounced, the Inbox says so at the top and names who it was. The address is usually just misspelled - reach out another way.

If the notification to you could not be sent - a wrong address, or no address at all - your dashboard says so instead, because emailing you about a broken email address would not reach you either. The message itself is never lost: it is here.

Next steps

• Take bookings - where bookings come from.
• Statistics - which pages create these contacts.

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