Chat with clients using Client Connect
Learn how to chat directly with your clients in Fresha using Client Connect, the all-in-one messaging platform, built to deliver the best client experience.
In this article
About Client Connect and how it works
Client Connect is part of Fresha Connect, Fresha's messaging platform for client and team communication. It brings two-way messaging into Fresha, so you can reply quickly and manage every client conversation from a single inbox.
Clients start conversations from an appointment in the Fresha client app. Each chat is linked to their profile and their latest booking, so you know who's messaging and the booking they’re contacting you about.
You also see updates like new bookings, cancellations, and no-shows within the conversation, helping you stay informed as you chat.
Reply to a client’s message
When a client sends you a message, it lands in Fresha Connect under your Client messages inbox along with their profile details and recent appointment activity. A notification will appear letting you know that you have an unread message.
- From the toolbar on the top right of your screen, click on the Messages icon to open Fresha Connect.
- Under Client messages, click on the conversation you want to reply to.
- Type your response in the message area.
- To add a photo, document, or emojis, click on the attachment icons within the message area.
- Click on the Send button in the message area to deliver your reply.
Start a new chat with a client
To message a client first, start a new chat from your Client messages inbox, their profile, or an appointment.
- From the toolbar on the top right of your screen, click on the Messages icon to open Fresha Connect.
- On the left of your screen, click on the New message button (plus icon) at the top of the Client messages inbox.
- Use the search bar to find the client you want to message, then select them from the results.
- Type your message in the message area.
- Click on the Send button in the message area to deliver it.
The new conversation appears in your Client messages inbox, and the client receives an email and an in-app notification letting them know they have a new message.
Note: To make sure your clients don't miss a message, check that their profiles include a valid phone number and email address.
You can also start a message with clients from shortcuts in your workspace. Open the client’s profile or their upcoming appointment, then click Actions under their profile picture and select Messages. This will take you to your Client messages inbox in Fresha Connect, where the conversation is already open and ready for you to send your message.
View and download attachments from client messages
- From your Client messages inbox, open the conversation containing the attachment.
- Click on the photo to open it full screen in the image viewer.
- To save a copy, click on the Download button in the top right of the image viewer.
FAQs
- In-app: a notification in the Fresha client app to open the chat and respond
- Email: an email with a link to open and reply to the chat in Fresha
Your client chat history is kept indefinitely.
Clients can't reply directly to Automated messages or Blast campaigns. Client messaging through Fresha Connect only covers direct chats that clients start from their appointment, or chats you start with a client.
If a client wants to reach out about appointment specific messages, they need to open their appointment in the Fresha client app and message your business from there.
Editing or deleting messages is not currently supported. Once you send a message, it stays in the conversation, so double-check your reply before sending.
If you block a client, they can't book appointments with you online or reach you through Client Connect. If a blocked client tries to send you a message, it appears as sent on their side, but you don't receive it. You also can't message them until you unblock them.
Clients can only start a conversation with your business once they have a booking with you. The Fresha Marketplace and your online booking pages stay focused on helping clients book, so there's no chat option before an appointment is made.
When a client is typing a reply, a typing indicator appears at the bottom of the conversation, so you know a response is on its way.
Important moments like new bookings, cancellations, no-shows, and reschedules appear in the conversation as activity updates. They give you and your team quick context on what's happening with the client without needing to switch back to the calendar or client profile
You can attach images, documents, and emojis from the icons next to the message area. Larger files or unsupported formats may not send, share an alternative link if a file won't upload.
Client Connect chats are one-to-one. To message a group of clients at the same time, use Blast campaigns.
When you send a message, clients are notified in the following ways depending on their notification settings: