Messages and conversations

What Messages is

The Clients hub brings together your client directory, conversations, and outbox. Every email and text message you and a client have exchanged — the confirmations, reminders and receipts Stund sends automatically, and anything you type yourself — appears in one live conversation timeline. Each client gets one timeline, in the order it happened, so you never have to guess whether something actually went out.

Opening a conversation

Choose Clients in the dashboard menu to see your full client directory (All clients), or switch to Conversations at the top to see every client you have exchanged correspondence with, newest first — each row shows who it is with and a preview of the last message. The Conversations and Outbox views are for owners and admins; coaches message their own clients from each client's page instead — see Messaging as a coach below.

Open any client and go to the Messages & activity tab (called Activity if you don't use Online Coaching): the conversation timeline sits there with the message composer underneath it, and anything queued for the client — scheduled messages and upcoming reminders — pinned above the timeline. The client's contact details, health note, private note and bookings are on the other tabs of the same page. Switch between All activity and Messages only to hide or show the automatic notices.

What the timeline shows

Alongside every message, the timeline can include:

• Automated entries — a confirmation, reminder, receipt or other notice Stund sent on its own
• Messages you wrote and sent yourself
• Inbound replies and inquiries sent by clients via email, their booking portal, or the contact form on your booking page
• Small booking and payment markers — created, confirmed, paid, refunded, and so on — which open that booking when you click them

A few older entries predate this timeline. They show only what type of message was sent, who it went to, and whether it was delivered — not the wording itself — so they appear as a plain line rather than a full message.

Repliable emails and custom email domains

All automated and manual emails sent to your clients are repliable. When a client hits "Reply" in their email client (such as Gmail, Apple Mail, or Outlook):

1. 1Their reply is automatically received and routed into their conversation timeline.
2. 2Quoted previous messages and signatures are stripped so the conversation stays clean.
3. 3If the email is related to a specific booking, a convenient Open booking chip is displayed next to the message.
4. 4Custom Email Domain: You can configure your own email domain under Settings → Custom Email Domain (e.g. mail.yourclub.com). When verified with SPF, DKIM, and MX records, all outgoing booking confirmations are sent directly from booking@yourdomain.com, and replies route into Stund.
5. 5If no custom email domain is configured, Stund automatically routes replies through Stund's secure receiving transport with zero DNS configuration required.

Unread notifications and badges

When a client sends a new message or email reply:

• An unread count badge appears next to the Clients menu item in your dashboard navigation.
• Staff members receive a push notification on their mobile devices.
• The unread badge and highlighting are for owners and admins.
• In the client list, clients with incoming replies are highlighted with an unread badge and email icon.
• Opening that client's Messages & activity tab automatically marks their messages as read and clears the badge count.

Sending a message

1. 1Open a client's page from the directory or from Conversations, and go to Messages & activity (or Activity) — or choose Message at the top of their page.
2. 2In the composer under the timeline, choose the Email or SMS tab.
3. 3For email, write a subject and your message. SMS has no subject — just write the text.
4. 4Choose Send.

The message lands in the timeline immediately, alongside everything else that client has received.

Sending later, and the outbox

Next to Send there is a small clock button: Send later. Write the message as usual, pick a date and time, and Stund sends it for you — the send happens within about half an hour of the time you chose, so treat it as "around then" rather than to the minute.

Everything that is still waiting to go out lives in the Outbox — switch to Outbox at the top of the Clients page:

• Scheduled messages you wrote with Send later. Until they go out you can still edit the wording and time, or cancel the send entirely.
• Upcoming reminders Stund is planning to send automatically ahead of booked sessions, with an approximate send time. If a reminder isn't needed — say you already talked to the client — choose Skip and that one reminder simply won't be sent. Edit timing takes you to the settings where you control when reminders go out and what they say.

A client's page also pins its own waiting items above the timeline, so you can see at a glance that something is queued for them.

Messaging as a coach

A coach can message the clients who have booked one of the coaches they're linked to — including clients in a group class they co-coach. Open the client from Clients and write in the composer on their page, exactly as described above.

• What a coach sees: the client's messages about their own bookings, plus the conversation that isn't tied to any booking — messages written by hand and the client's replies. Automatic messages about bookings with other coaches stay hidden.
• Send later: coaches can schedule messages too. They see, edit and cancel only the ones they scheduled themselves, pinned on the client's page.
• Reminders: a coach can skip an upcoming reminder for their own bookings.
• When a client stops being theirs — the coach is unlinked from that client's coach, or the client no longer has any booking with the coaches they're linked to — the coach can no longer message that client. Anything they had scheduled for them isn't sent: when its send time comes, it's cancelled and shows in the client's timeline as not sent, so an owner or admin can follow up.

SMS requirements

The SMS tab is only offered once three things are true:

• SMS is turned on for your account, under Settings → Notifications.
• The client has a phone number on file, written with a country code (for example +47 for Norway).
• You are within your plan's monthly SMS allowance. Free plans don't include SMS; Growth and Scale each include a monthly amount. This allowance is shared with the automatic reminders and confirmations Stund sends by text, so a busy month of manual texts leaves less room for automated ones — and the other way around.

Whichever of these isn't met, the SMS tab explains which one — and for a phone number issue, points you to the client's page to fix it. Email has none of these limits and is always available.