Your Inbox keeps all your conversations with clients, leads and other professionals in one place. Clients can message you from your RebookMedia profile and your website, you can message clients from their project, and everyone is notified by email (and text, when their phone is verified) when a new message arrives.
This article covers reading and sending messages, sharing files, starting a conversation, notifications, and reporting or blocking someone.
Where to find it: Click Inbox in the left menu. On a phone, tap Inbox in the menu at the bottom of the screen.
In this article
- Your Inbox at a glance
- Read and reply to messages
- Send photos and files
- Start a conversation
- Conversation details
- How clients message you
- Notifications
- Report or block someone
- Limits
- Troubleshooting
- Related articles
Your Inbox at a glance
- Your conversations (left): under Messages, everyone you are talking to, newest first, with a short preview and how long ago ("You: ...", "5m", "3d"). Unread conversations have a bold name and a blue dot; a green dot means the person is online now.
- People you work with: a row of photos at the top. Tap one to message them.
- Search: find a conversation by name.
- The conversation (middle): your messages with the selected person. The top shows whether they are active now and their local time.
- Details: click the (i) button to see your work together (see below).
The red number on the bell at the top of the page and next to Inbox in the left menu is the number of conversations with unread messages. Click the bell to see who wrote to you, or View all to open your Inbox.
Good to know: each login has its own Inbox. Team members see only their own conversations, not the business owner's.
Read and reply to messages
- Click a conversation in the list.
- Type in the message box at the bottom.
- Press Enter or click Send. To start a new line without sending, press Shift + Enter.
Each message shows the time it was sent, in your own time. Messages can't be edited or deleted once sent, so check them before sending.
On a phone, the list and the conversation are on separate screens: tap a conversation to open it, and tap the back arrow to return to the list.
Send photos and files
- Click the paperclip icon next to the message box.
- Choose a file. A preview appears; click the x to remove it.
- Add a message if you like, then click Send. To send a file on its own, use the Send button (Enter only sends when there is text).
- One file per message.
- Photos (JPG, PNG, GIF) up to 500 MB, videos (MP4) up to 1 GB, PDFs up to 250 MB and ZIP files up to 1 GB.
- Photos appear in the conversation; other files show their name and a download button.
- For large files, wait until the file appears in the conversation before leaving the page.
Tip: to deliver finished photos, use the project's gallery instead. It keeps everything organized and lets clients download in full quality. See Deliver photos and media to clients.
Start a conversation
- Click the pencil (New message) at the top of your list, or Send message when no conversation is open.
- Under To:, search for the person. They are grouped: Your clients, Your team, Your editors and RebookMedia (RebookMedia Support, for help with your account and plan). Click Show all to see a whole group.
- Pick the person, write your message and send it.
Clients appear once they have a RebookMedia account (archived clients aren't listed). You can also start a conversation from a project (the chat icon on the Client: row) or from Meet Local Pros on your Home page.
Conversation details
Click the (i) button at the top of a conversation. For a client you see their projects and how many are in progress, their latest order, anything still owed, when they became your client and their rating, with Open client profile and Latest project buttons. On a phone, use the back arrow to return to the conversation.
How clients message you
- Your RebookMedia profile: clients and visitors can click the chat bubble on your profile to message you.
- Your website: the chat bubble shows when Website chat is on in Website > Customize (see Customize your website).
- Visitors who aren't signed in write their message (at least 20 characters), then enter their name, email and, optionally, their phone. Their message arrives in your Inbox like any other, and is also saved in Clients > Inbound leads.
- Your clients can reply from their own Inbox, or from the link in the notification email or text.
Reply quickly: fast replies help you win the booking.
Notifications
When someone messages you while you aren't active on RebookMedia, you get:
- an email, "New message from [name]", with a preview and a View & Reply button;
- a text message with a preview and a reply link, if your mobile number is verified in Settings > User Settings.
To avoid flooding your inbox, you get at most one email or text every 5 minutes for each conversation. Your clients get the same notifications when you message them, branded with your business name.
While you have RebookMedia open in your browser, new messages also pop up at the bottom right of the page with a sound. Click the pop-up to open the conversation.
Opening a message link
Links in message emails and texts work for 7 days. If you aren't signed in on that device, you are asked for a 6-digit code, sent by text (or email). Enter it and click Verify and open messages. The device is then remembered for 30 days. If a link has expired, click Send me a new link.
Good to know: message notifications are always on, so you never miss a client.
Report or block someone
If someone sends you spam or makes you uncomfortable, open the conversation, click the (i) button and use Report or Block at the bottom of the details.
Report
- Choose Report.
- Pick a reason (for example "Spam or scam" or "Harassment or hate") and add details if you like.
- Tick Also block [name] if you want to block them too.
- Click Send report. Our team reviews every report within 24 hours, and the person isn't told who reported them.
Block
- Choose Block and confirm.
- You won't get messages from each other, and they can't see your profile, book you or send you inquiries. They aren't told that you blocked them.
- Your conversation stays, so you keep your records.
To unblock, open the conversation and click Unblock.
Limits
- Messages can be up to 1,500 characters ("Message is too long, Max char 1500."). Split longer messages in two.
- One file per message, within the size limits above.
- If a page has been open for many hours, reload it before sending.
Troubleshooting
"Your chat session has expired. Reload the page to keep chatting."
Reload the page, then send your message again.
My Inbox says "Having trouble connecting to your messages."
Click Try again, or reload the page. Check your internet connection.
"Unsupported file type"
Send photos as JPG, PNG or GIF, videos as MP4, documents as PDF, or put other files in a ZIP. iPhone HEIC photos and WEBP images aren't supported.
I can't find a conversation
Type the person's name in Search. To write to someone new, click New message and search for them. Clients without a RebookMedia account, archived clients and blocked people aren't listed.
I don't get email or text notifications
- Check your spam folder for "New message from" emails.
- Verify your mobile number in Settings > User Settings to get texts.
- You aren't notified while you are active on RebookMedia; watch for the pop-up and the red number on the bell instead.
"You can't reply to this conversation."
The other person has blocked you, or their account is no longer active.
"You can't message this person."
One of you has blocked the other.
Still stuck? Book a free 30-minute call with our support team and we will walk through it with you.