Communication: Email, SMS and inbox

Clientflow's communications module brings all customer conversations into one place. Whether the customer sends an email, an SMS, or you add an internal note — everything is gathered into a single coherent thread per customer.

---

The inbox

Overview

The inbox is your central view of all customer communication. It consists of:

• Conversation list (left panel) — every conversation sorted by latest activity
• Message thread (right panel) — the selected conversation's full history
• Composer (bottom) — write and send messages

Multiple inboxes

You can create separate inboxes for different purposes:

• Primary inbox — the default inbox for general communication
• Custom inboxes — e.g. "Sales", "Support", "Complaints"

Each inbox has its own email address and its own icon. Unanswered conversations are shown as a number badge on the inbox.

Personal inbox

In addition to the shared inboxes, you have a personal view — showing only conversations assigned to you. Useful for focusing on your own tasks.

Display settings

• All inboxes — combined view across every inbox
• Search — search conversations by customer name or content
• Archived conversations — show/hide closed conversations

---

Message types

Email

Fully formatted email with:

• Subject line
• To, CC, BCC fields
• Rich-text editor — formatting, links, lists
• Attachments — upload documents and images
• Email signature — pick from your created signatures
• Sender inbox — pick which inbox (and thus email address) is used as the sender

SMS

Short text message with:

• Character counter — see how many characters and SMS parts the message takes up
• SMS is sent via Clientflow's telephony platform
• The customer's phone number is used automatically

Internal note

Messages only visible to your team:

• Use for internal coordination ("Remember to ask about access to the back garden")
• Internal notes are styled differently in the thread so they aren't confused with customer messages
• The customer can never see internal notes

---

Conversations

Conversation status

Status	Meaning
Open	Active conversation — needs attention
Closed	The conversation is finished
Snoozed	Temporarily paused — comes back into view at a chosen time

Snooze a conversation

If you can't reply right now but don't want to forget the conversation:

1. Click the snooze icon
2. Pick when the conversation should reappear (e.g. "Tomorrow at 09:00" or "In 3 days")
3. The conversation disappears from the active list and comes back at the chosen time

Thread sorting

Switch between:

• Newest first — most recent messages on top
• Oldest first — chronological order from the start

Presence indicators

If a colleague is viewing the same conversation, their avatar is shown in the thread. Useful to avoid two team members replying to the same inquiry.

Typing indicators

When a colleague is typing in the same conversation, a "typing..." indicator is shown.

---

Messages and templates

Message templates

Create reusable templates for frequent message types:

Categories:

• General
• Quotes
• Planning
• Follow-up
• Payment
• Custom

Templates can be used in both email and SMS. Pick a template from the template picker in the composer and the text is inserted automatically.

Template variables

Use variables for dynamic content:

• {contact_name} — the customer's name
• {company_name} — your company name
• {order_date} — task date
• {address} — the customer's address
• And more...

---

AI reply suggestions

Clientflow can automatically generate reply suggestions powered by AI:

How it works

1. When a new message arrives from a customer, the AI analyzes:
   • The message's intent (e.g. rescheduling, complaint, general inquiry)
   • Sentiment (positive, neutral, negative)
   • Customer history (previous tasks, subscriptions, communication)
2. A reply suggestion is shown below the composer
3. You can:
   • Accept — insert the suggestion into the compose field (you can edit before sending)
   • Dismiss — hide the suggestion
   • Regenerate — request an alternative suggestion
   • Save as template — save the suggestion as a reusable template

AI action cards

Beyond text suggestions, the AI can suggest concrete actions:

• Reschedule task — move a task to a new date
• Cancel task — cancel a task
• Update subscription — change frequency or constraints
• Update contact — add notes or change notification settings
• Open complaint — log a complaint based on the customer's message

Each action card can be expanded and edited before confirmation. You always have full control — the AI suggests, you decide.

Feedback

Give the AI feedback to improve future suggestions:

• 👍 / 👎 — quick rating
• Written feedback — describe what was good/bad
• Feedback is used to continuously improve the AI's understanding of your business

---

Email setup

Domain verification

1. Go to Settings → Email & Telephony and pick the Email tab
2. Add your domain (e.g. yourcompany.dk)
3. Clientflow displays the DNS records you need to add:
   • DKIM — cryptographically signs your emails
   • SPF — authorizes Clientflow's servers to send on your behalf
4. Add the records at your DNS provider
5. Clientflow verifies them automatically

Email addresses

Create email addresses linked to your inboxes:

• info@yourcompany.dk → Primary inbox
• sales@yourcompany.dk → Sales inbox
• support@yourcompany.dk → Support inbox

Email signatures

Each team member can create personal signatures:

1. Go to User settings → Signatures
2. Create a signature with a name and HTML content
3. Mark a signature as default
4. Signatures with changes may require admin approval

---

SMS and telephony setup

1. Go to Settings → Email & Telephony and pick the Telephony tab
2. Follow the setup guide for your PBX/phone provider

---

Communication from the contact page

You can also send messages directly from a customer's contact page:

1. Go to Contacts → pick a customer
2. Click the Communication tab
3. You see the full communication history with the customer
4. Use the quick actions in the sidebar: Call, SMS or Email

---

New conversation

Start a new conversation:

1. Click New conversation in the inbox
2. Pick:
   • Existing contact — search and pick
   • New contact — create a new contact inline
3. Pick a channel: SMS or Email (with inbox choice)
4. Write your message and send

---

Real-time updates

The communication module updates in real time:

• New messages appear instantly
• The conversation list resorts when there's new activity
• Unread markers update automatically
• Presence and typing indicators are live

---