Finishing a conversation

Fourteen messages came in this week and all fourteen got answered. Did any of them turn into an appointment? Nobody knows, and that's the bit worth fixing.

Getting it off your list

Above every thread are the four things you can do to it besides reply.

Assign puts a name on it. Threads start unassigned, which is correct for a front desk sharing one queue — use it when a conversation needs one owner, like a complaint somebody is already halfway through.

Snooze takes it out of Open and brings it back: in three hours, tomorrow morning, or next Monday. It's for the conversations that are genuinely waiting on something outside the salon. While a thread is snoozed the button says Snoozed, and you can un-snooze it from the same menu.

Close ends it. The thread stays where it is and stays readable — and if the client writes again, it comes back on its own. There's nothing to dig out of an archive, so closing costs you nothing.

AI holds the four per-thread helpers: suggest who should own it, summarise a long thread, read its sentiment, and tag its topics.

Recording what it came to

Once a thread is closed, a row appears at the foot of it with Classify outcome. Press it and the conversation gets one label, with a line saying why that one:

You can re-classify if the label is wrong. And it's only offered on closed threads, because an outcome for a conversation that's still going is a guess.

The month, in one look

Outcomes in the inbox header opens the picture over 7, 30 or 90 days: how many closed conversations came to each thing, biggest first.

It also shows how many closed threads have never been classified, as prominently as the outcomes themselves. That number is the honesty of the chart — a rollup over half your threads looks exactly like a rollup over all of them, and the count is the only thing that tells you which you're looking at.