Chat & Messaging
Category: Communication | Code: chat_messaging
With the Chat & Messaging addon you can communicate directly with your customers – without detours through external apps or email. Customers write to you via the Bookicorn app, and you reply in the admin dashboard. There are also group chats per class, where all participants can talk to each other and to the trainer.
What You Get
- Direct Messages (DMs): 1-to-1 communication between studio and customers
- Group Chats: One chat channel per class for all participants
- Admin Inbox: All conversations centrally at a glance
- Trainer Permissions: Trainers can access their class chats
- Push Notifications: Customers are notified about new messages
Activation
- Go to Settings → Addons in the admin dashboard
- Activate Chat & Messaging
- The inbox appears immediately in the admin navigation under Messages
- Customers see the chat feature in their Bookicorn app after the next app refresh
Note: The addon is enabled for all customers of your studio as soon as you activate it. There are no additional settings per customer.
Direct Messages (DMs)
Customers can write to you at any time – for example with questions about classes, bookings, or general matters.
How Communication Works
- Customer writes: Via the Bookicorn app → Messages → New Message
- You reply: In admin under Messages → Inbox
- History: All messages are saved in the thread – no information is lost
Inbox Overview
In the admin inbox you can see:
- All open conversations (sorted by last activity)
- Unread messages are highlighted in color
- Search by customer name or message content
- Status per conversation (open, answered, archived)
Tip: Handle messages promptly. Customers who get a quick reply book again more often and recommend the studio to others.
Group Chat per Class
For every active class, a group chat channel is automatically created. All enrolled participants have access.
What Group Chats Are Good For
- Communicating short-notice changes (room change, cancellation, substitute)
- Keeping participants informed about class updates (new materials, homework)
- Building community – participants can exchange with each other
- Clarifying questions before the class (What should I bring?)
Who Can Write?
| Role | Write | Read |
|---|---|---|
| Admin / Studio | Yes | Yes |
| Trainer (with permission) | Yes | Yes |
| Customers (enrolled participants) | Yes | Yes |
| Customers (not enrolled) | No | No |
Trainer Permissions
Trainers can access the group chats of their assigned classes. This is particularly practical when trainers should communicate independently with their class participants.
Configure Permissions
- Go to Trainers → [Select Trainer] → Permissions
- Enable Manage class chats
- Optional: restrict trainer to specific classes
- The trainer can immediately see the group chats of their assigned classes
Trainers cannot conduct individual chats (DMs) with customers – that remains reserved for the studio admin.
Tip: If you use Trainer Logins (separate addon), trainers can access class chats directly in their own dashboard.
Push Notifications
Customers receive push notifications on their smartphone when:
- A new direct message from the studio arrives
- A new message appears in the group chat of a booked class
Requirement
Push notifications only work if the Bookicorn app is installed on the customer's device and the customer has allowed notifications.
Note: Web notifications (browser) are not yet supported. Customers must use the mobile app to receive push notifications.
Tips for Effective Messaging
Quick Response Times
- Goal: reply within 2–4 hours (on working days)
- Set an out-of-office notice in the admin if you're unavailable for a longer period
- Share inbox responsibility with a staff account
Communicating Class Changes
"Hey everyone! Quick heads-up: tomorrow's yoga class (Tuesday, 6:00 PM) will be in Room 2 – not Room 1 as usual. Looking forward to seeing you!"
Announcing News
Use the chat proactively for:
- New class offerings (to all previous class participants)
- Seasonal promotions or vouchers
- Studio news (new trainers, renovations, special events)
Professional Tone
- Stay friendly and clear in your language
- Don't use the group chat for individual conversations – this confuses other participants
- Send important information (cancellations, closures) additionally by email
Frequently Asked Questions
Can customers delete messages? No. All messages remain saved in the system. Admins can delete messages in the admin dashboard.
Is there message archiving? Yes. Conversations remain permanently saved and can be archived in the inbox.
What happens when a class ends? The group chat remains but is marked as "inactive". New messages can still be sent.
Can multiple staff members use the inbox simultaneously? Yes. All admin accounts have access to the inbox. You can see who has already read a message.