Who can use the Inbox?

People with the manage inbox permission, which owners, managers and staff all have by default, so whoever is on shift can answer a guest without asking an owner.

Do saved responses send themselves?

No. A saved response is inserted into a reply and you press send. They save typing and keep your answers consistent, but a person still decides what goes out.

What happens when I archive a thread?

It moves to Archived and leaves your active list. If the guest writes again, the conversation comes back to Threads with the history intact.

Can guests see who in my team replied?

Guests see replies as coming from your business. Keep a friendly, consistent tone, and use saved responses so every member of the team sounds the same.

Is the Inbox the same as reviews?

No. The Inbox is a private conversation. Reviews are public ratings that have their own page, and replying to them needs the separate manage reviews permission.

How to

Dashboard: the Inbox, threads and saved responses

Mosey · 23 October 2026 · 3 min read

The Inbox, in the sidebar, collects the messages guests send your business from the Mosey app. Threads holds the live conversations, Archived keeps the finished ones, Saved responses holds the replies you reuse, and Settings controls how the Inbox behaves. You need the manage inbox permission, which owners, managers and staff have by default, so whoever is on shift can answer.

Five numbered steps for answering a guest in the Inbox: open Inbox then Threads, read the guest's message, reply or insert a saved response, archive the thread when done, then adjust your Inbox settings. A drawn diagram of the steps, not a screenshot.

What goes in Threads?

One thread per guest. Open it to see the whole conversation, reply, and keep going. A reply reaches the guest as a notification in the app. Messages about a booking or an order stay with that guest, so you never have to ask who they are. Keep replies short and specific: a guest who asks whether you have a high chair wants yes or no and a time, not a paragraph.

What are saved responses?

A saved response is a label and a message you write once and insert in one press. Write them for the things you are asked every day: opening hours on a bank holiday, whether you take dogs, how to book for ten or more, where to park. Give each a plain label such as Dogs or Parking so staff find it quickly. Saved responses are shared across your team, so a new starter answers in your voice from day one.

How do you archive a thread?

Archive it when the question is answered. It leaves your active list but stays in Archived, and a new message from the guest brings the conversation back. An empty Threads list is a good sign, so archive often.

What can you set in Inbox settings?

Settings is where you decide how the Inbox handles messages when you are closed or busy. Turn on an automatic reply that tells guests when you will be back, so nobody waits in silence. Keep it truthful: say when you will reply, then do. For automatic messages about bookings and orders see automatic customer messages.

What should you not do in the Inbox?

Do not move a complaint about food safety or an allergic reaction into a chat and leave it. Reply at once, take it to a call if you can, and keep a note. Do not share another guest's details. Public reviews have their own page; see reviews, posts and photos.

How fast should you reply?

Aim to answer within the same service for anything about today, and within a day for everything else. A short honest reply beats a long late one. If you cannot answer yet, say so and say when you will. Set that expectation in your automatic reply so it matches what you actually do. Review the Threads list at the start and end of each shift, and hand over anything open to the next person by leaving a note in the thread rather than in your head.

Which guides help next?

Read customer messages and your inbox for the wider picture and reply to reviews and ratings for the public side.

Claim your business free

Questions

Common questions

Who can use the Inbox?
People with the manage inbox permission, which owners, managers and staff all have by default, so whoever is on shift can answer a guest without asking an owner.
Do saved responses send themselves?
No. A saved response is inserted into a reply and you press send. They save typing and keep your answers consistent, but a person still decides what goes out.
What happens when I archive a thread?
It moves to Archived and leaves your active list. If the guest writes again, the conversation comes back to Threads with the history intact.
Can guests see who in my team replied?
Guests see replies as coming from your business. Keep a friendly, consistent tone, and use saved responses so every member of the team sounds the same.
Is the Inbox the same as reviews?
No. The Inbox is a private conversation. Reviews are public ratings that have their own page, and replying to them needs the separate manage reviews permission.