Sending messages to customers (Threads)
Threads is Inspector Studio's built-in communication system. Every message you send or receive — whether by email or SMS — is organized into threads linked to a booking or contact. This keeps the full conversation history in one place, visible to your whole team.
What is a thread?
A thread is a conversation. It holds all the messages between your team and a customer for a given topic or booking. When a customer replies to your email or SMS, the reply appears in the thread automatically. You do not need to check your email client — everything comes back into Inspector Studio.
Where to find threads
From a booking — open any booking and click the Messages or Threads tab. You will see all threads linked to that booking.
From a contact profile — open a contact and click Messages to see all threads across all their bookings.
From the Threads inbox — click Threads (or Messages) in the left navigation for a unified inbox showing all open conversations across all bookings.
Starting a new thread
Open the booking or contact you want to message.
Click New Message or Start Thread.
Choose the channel: Email or SMS.
Write your message.
Click Send.
The message goes out immediately and the thread is created. When the customer replies, it lands back in this thread.
Replying to a thread
Open the thread and type your reply in the message box at the bottom. Click Send. The reply goes via the same channel the thread was started on.
Thread status
Threads have a status to help you manage your inbox:
Open — the conversation is active and needs attention.
Closed — the conversation is resolved. Closed threads are archived but not deleted.
You can close a thread manually when you are done with a conversation, or threads can close automatically based on your settings.
Seeing who sent what
Every message in a thread shows the sender's name (team member or customer) and the time it was sent. This gives you a clear chronological record of the conversation without any ambiguity about who said what.
Automated messages
Conditionals (Inspector Studio's automation engine) can send messages to customers automatically when booking events occur — for example, a confirmation email when a booking is created or a reminder the day before an inspection. See Automated messages (Conditionals) for how to set these up.
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