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Business inbox and customer chat

A business inbox and customer chat for messages, bookings and group requests

Customers can message you from your page in the app, and the messages sit with booking questions and group requests in one inbox, with saved replies, team notes and an away message.

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Where do your customers' messages go?

Messages arrive from everywhere: Instagram, a missed call, an email, a text to the manager's own phone. A question about a booking sits in one app and the answer in another. Nobody knows who replied.

Customers notice. A slow answer to whether the terrace is open is a booking lost, and a reply from a phone nobody else can see is a customer who knows more about your business than your team does.

One inbox, shared by the people you choose, fixes the first problem. A reply time customers can see fixes the second.

How does the business inbox work?

  1. Customers message you in the app

    A customer taps Message on your page and writes. A note about a booking or order can be attached, so you see which booking they mean.

  2. Your team replies from one inbox

    Chats, booking messages and group requests sit in one list. Filter by type, by unread or by needs a reply, and answer with a saved response or your own words.

  3. Hand it on or close it

    Assign a conversation to a teammate, snooze it until later, keep a private note or mark it done. A new message from the customer reopens it.

What do customers and your team see?

A reply time they can see

Customers see how quickly you usually reply before they write. Your replies count towards it, and an automatic away message does not.

An away message

When you are away, or closed, the customer gets your own message once every 12 hours in a conversation. Your inbox marks it as automatic.

No pile-ons

If a customer sends three messages without a reply, a soft hold stops more until you answer. You can block someone who misuses chat.

Chat is yours to switch on and off. If you turn off new chats, existing chats keep working.

How do I set up the inbox?

  1. Host your business on Mosey and open Inbox, then Inbox settings.
  2. Switch on Allow customer messages so the Message button appears on your page.
  3. Decide whether to Show read receipts to customers. Switch them off if you want time to read without committing to a reply.
  4. Write your away message, and tick the option to send it while your opening hours say you are closed.
  5. Add saved responses for the questions you answer all the time, such as opening times, allergens and booking changes.
  6. Give your team the Manage inbox permission so they can reply, and assign conversations to the right person.
  7. From an order, a booking or a refund request, use Message customer to start a conversation about it.

What does the inbox cost?

Chat and the inbox have no price of their own, and booking and group-request messages arrive in the same inbox with no extra charge.

See pricingCommission is quoted before VAT. Irish VAT of 23% is added to our fee, not to your food.

How is this different from Instagram messages and a shared phone?

A shared phone or an account's direct messages belong to whoever holds them. The Mosey inbox is shared by the people you choose, each conversation can be assigned, and private notes stay with the conversation.

It also knows the booking. A message about a table shows the date, the time, the party size and the deposit beside it, so nobody asks the customer to repeat themselves.

When a customer files an order refund request, a conversation opens so you can follow it up.

Who should switch on customer chat?

Any business with regulars who ask questions: a café with a terrace, a restaurant with allergy queries, a bakery taking cake orders. If you do not want customers to write, leave chat off and still use the inbox for booking and group-request messages.

Answer once, from one inbox

Host your business on Mosey, switch on messages and reply to your first customer from the inbox.

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Inbox and chat: questions from owners

  • Do customers need an account to message me?

    Yes. Chat is for customers who use the Mosey app, so every message comes from a real account that you can block.

  • Can several staff share the inbox?

    Yes. Anyone with the Manage inbox permission can reply, and you can assign a conversation to a teammate.

  • What does the away message do?

    It answers a new message straight away, once every twelve hours in a conversation. It is marked as automatic and does not count towards your reply time.

  • Can I stop customers starting new chats?

    Yes. Turn off Allow customer messages. Existing chats keep working.

  • How long do conversations last?

    A chat with no activity for sixty days is archived quietly, and anyone can reopen it by sending another message.

  • Can customers see that I have read their message?

    Only if you leave read receipts on. Turn them off and you can read without committing to a reply.

Where to go next with customer messages

More ways to fill your business

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