Help CenterNavigating the SMS Inbox
The SMS System allows you to communicate with clients directly from Kennel Connection, KC Cloud, Hello-Groom, or Live Access. Send and receive text messages, respond to client questions, share updates, and keep all communication tied to the client record for easy reference. By centralizing conversations within the software, your staff can stay organized, improve response times, and provide a better customer experience.
Click HERE or HERE to view our articles on SMS Settings Setup.
📝 Important Notes
- SMS messaging only works with valid mobile phone numbers.
- If a client has multiple phone numbers on file, verify which number they would like to receive texts on before sending messages.
- The Inbox option is only available to Admin IDs and employees marked as Managers in the Employee List.
- Automated SMS messages (appointment confirmations, reminders, thank-you messages, etc.) can be hidden from the Inbox view if desired.
- The New Message indicator will update automatically to reflect the number of unread conversations.
Option 1: Messaging From the Client Card
Open a client card and click the SMS button in the upper-right corner.
This will open the SMS conversation window for that client.
From this screen you can:
- View the client's SMS conversation history
- Send and receive text messages
- View the phone number currently being used for texting
- Click Edit to select a different phone number if multiple numbers exist on the client card
- Mark messages as Handled or Needs Review for follow-up
The message status option allows staff to easily track which conversations still require attention.
Option 2: Using the SMS Inbox
Click Messaging and then select Inbox.
Note: This option is available to most user types unless that employee account is restricted from the SMS Inbox. Restricted Groomer will not have any access to SMS settings or Inbox.
The Inbox provides a centralized location to manage all SMS conversations across your business.
Available Inbox Features
Show Unread Only
- Displays only conversations that have not been marked as handled.
Hide Automated Messages
- Hides automatic messages such as appointment confirmations, reminders, completed grooming notifications, and thank-you texts.
- Displays only messages sent manually by staff or clients.
Mark All as Handled
- Marks all current conversations as handled.
Search Conversations
- Search by client name, pet name, or phone number to quickly locate a conversation.
You can also send and reply to messages directly from the Inbox screen.
Common Uses
- Responding to client questions without making phone calls
- Confirming appointment details
- Sending pickup-ready notifications
- Following up on boarding, daycare, or grooming visits
- Managing conversations across multiple staff members
- Keeping a record of client communication in one location
- Reviewing unanswered messages that require follow-up
- Quickly locating previous conversations with a client or pet owner
💡 Quick Tip: Use the Hide Automated Messages option when reviewing client communications. This makes it easier to focus on conversations that require a response rather than scrolling through appointment confirmations and reminder texts.