Replying to client messages

Clients can message you through Booquela's messaging system - questions before booking, session details, and sometimes requests to reschedule. Quick replies build trust and lead to better reviews.

Where to find messages

Go to Owner Panel > Messages. You will see a list of conversations sorted by most recent. The envelope icon in the top menu shows the number of unread conversations.

How to reply

1. Click on a conversation to open it.
2. Type your reply in the field at the bottom of the page.
3. Click Send or press Enter.

Each conversation is linked to a booking - above the conversation you can see the booking details, which helps with context.

Who can see messages

Messages in the owner panel are shared across the entire team. Every team member with messaging permission sees the same conversations and can reply. When someone from the team replies, the conversation is marked as read for everyone.

This means you do not need to be at your computer 24/7 - if you have a team, whoever is available can respond.

Best practices

Joanna runs an art workshop. She noticed that clients she replies to within an hour book 3 times more often than those she replies to the next day.

• Reply quickly - ideally within 1-2 hours, especially for pre-booking questions
• Be specific - instead of "yes, we have equipment" write "we have 3 Godox SL150II sets and a 120cm softbox"
• Keep communication in Booquela - messages on the platform are archived and can serve as evidence in case of a dispute
• Use templates - if you get the same questions (directions, parking, equipment), prepare response templates

What if a client messages after your visit with a complaint

Respond calmly and factually. Propose a solution (e.g., partial refund or another session). Communication in Booquela is archived - in case of a payment dispute you will have documentation.