Understanding the Communications Page on the Client Card (New Client Card)

Step 1: Navigate to the Communications Page

Log in to your Pabau account and open the client card of the client whose communication history you want to review.

At the top of the client card, click on the "Communications" tab. The number next to the tab shows the total number of messages recorded for that client.

Step 2: Understanding the Communications Overview

The Communications page displays every message sent to or scheduled for the client in a single timeline, organised into upcoming and past sections. Here’s a breakdown of the key elements on the page:

Channel Filters

Use the tabs at the top left of the page to filter the timeline by channel. Each tab shows the number of messages for that channel:

• All - Displays every message across all channels in one timeline.
• Email - Displays only emails.
• SMS - Displays only text messages.
• Letter - Displays only letters.
• Voice - Displays only voice messages.
• Fax - Displays only faxes (available on US and Canada accounts).
• Call - Displays only logged calls.
• WhatsApp - Displays only WhatsApp conversations.

Status Overview and Tools

In the top right corner of the page, you will find the following:

• Upcoming counter - Shows how many messages are scheduled to be sent in the future.
• Past counter - Shows how many messages have already been sent.
• "Jump to date" - Opens a date picker so you can go directly to a specific point in the timeline instead of scrolling. If nothing was sent on the exact date you pick, the timeline jumps to the nearest date with messages. The picker covers the dates shown on the current page - for older messages, move between pages first using the pagination controls at the bottom.
• "Print all" - Opens a window where you choose which channels to include, then prints the client’s communication history. WhatsApp conversations can’t be included in the printout.

The Timeline

The timeline is divided into two sections:

• Upcoming (Scheduled to send) - Lists all messages scheduled for a future date, such as appointment reminders and feedback requests, grouped by month and day. Next to each date, you can see how far away it is and how many messages are scheduled for that day.

• Past (Sent & delivered) - Lists all messages that have already been sent, starting with the most recent. Delivered messages are marked with a tick - hover over it to see the exact delivery status.

Each entry in the timeline shows the message type, subject, date and time, sender and recipient, and a preview of the message content. If a client has a long history, use the pagination controls at the bottom of the page to move between pages.

Managing Individual Messages

Click on a message to expand it and view its full content. Using the three-dot menu on the right side of each message, you can also manage it. The available options depend on the message type:

• Emails - Resend, Reply, Forward, Print, or Delete. Emails received from the client offer Reply, Print, and Delete.
• SMS - Resend or Delete. Text messages received from the client can only be deleted.
• Letters - Edit, Preview, Send as email, Print, or Delete. If secure messaging templates are enabled on your account, a "Secure Share" option also appears.
• Voice, fax, and call entries - Delete. WhatsApp conversations do not have a three-dot menu.
• Scheduled messages - Cancel, which stops the message from being sent.

Tips for Getting the Most Out of the Communications Page on the Client Card

• Filter by channel to find messages faster - For example, open the "SMS" tab to check whether a client received their appointment reminder by text.
• Check the Upcoming section before contacting a client - See what is already scheduled to be sent so you avoid duplicating reminders or follow-ups.
• Use "Jump to date" for long histories - Instead of scrolling through hundreds of messages, jump straight to the date you need.
• Resend instead of rewriting - If a client says they never received a message, open its three-dot menu in the timeline and resend it in a click.
• Use "Print all" for records - Print the full communication history when you need a complete record of client correspondence.

By using these filters and tools, you can quickly find any message ever exchanged with a client and stay on top of what is scheduled to be sent next.