One Inbox for Every Channel -- Plus Your Whole Phone System
SMS, WhatsApp, web chat, AI calls, and email — all in one inbox, built into the same platform as your bookings. Plus a full cloud phone system with IVR, voicemail, and multi-queue. No separate phone-system subscription. No DIY API plumbing.
One Platform. Every Channel. Your Phone System Too.
A unified inbox for all customer conversations plus a full cloud phone system — numbers, IVR, queues, voicemail, softphone — connected to your booking, CRM, and AI in one platform.
Unified 5-Channel Inbox
SMS, WhatsApp, Web Chat, AI Calls, and Email in one scrollable view. Reply inline. Switch channels without losing context. AI handles overflow.
Cloud Phone System
Buy a number, configure IVR, route calls to queue or AI. No separate phone-system subscription. Built in.
Templates Library
Email, SMS, and WhatsApp templates with variable interpolation and an AI template generator. One library, all channels.
Team Shared Inbox (in flight)
Assignment, followers, internal notes, and @-mentions on email threads. Phase 2 of the email rewrite, shipping next.
The 5-Channel Unified Inbox
Every conversation from every channel in one scrollable inbox. Reply inline. Switch channels without losing context. AI handles overflow.
SMS
Two-way salon SMS with TCPA-compliant compliance and Tier 1 / Tier 2 framing.
- A2P 10DLC compliance (registered business number for sender reputation)
- Two-way conversations: customer texts back, staff replies inline
- Per-location SMS number (each location has its own from-number)
- Tier 1 (shared campaign): branded with 'Powered by BookingPro' footer; templates locked
- Tier 2 (own campaign): full customization, full edit access on all templates
- Auto-confirmations, reminders, cancellations, and reschedules
- Opt-out tracking per contact for TCPA compliance
Business-grade WhatsApp Business integration with QR-code connect and anti-block scheduling.
- QR-code connect (mobile scan from your phone)
- Two-way messaging — customer replies land in this inbox
- Anti-block scheduling to avoid Meta throttling
- Channel health-check with auto-disconnect detection + dismissable warning
- In flight: interactive appointment buttons (tap to confirm / reschedule / cancel)
- In flight: rich media support (images, video, documents, contact cards)
- Per-location WhatsApp Business account
Web Chat
Embeddable on your customer's own website with AI auto-response and real-time human takeover.
- Embed via single-line script (drop into Squarespace, WordPress, custom site)
- Customer-branded (bubble color, position, logo, greeting)
- AI agent auto-responds when no staff online
- Real-time handoff to human staff mid-conversation
- Resume-AI when staff steps away
- Visitor to contact auto-creation
- Per-location chat thread routing
AI Calls
AI voice receptionist. Recordings and transcripts land in this inbox after every call.
- Inbound calls routed to AI when queue unavailable or after-hours
- AI books appointments, answers FAQs, transfers to humans on request
- Recording + auto-generated transcript stored in this conversation thread
- Post-call AI summary with action items
- 6 multi-language voices with auto-detection
- Per-location AI personality (different greeting / voice / behavior)
- Real-time calendar + tech-availability lookups during call
Connected Gmail OAuth with full inbox functionality — read, reply, compose, attachments — without leaving the platform.
- Read/reply inline (no redirect to Gmail)
- Folder rail: Inbox, Sent, Drafts, Starred, Trash, Spam
- HTML rendering with inline images
- Attachments on send (Phase 1)
- Compose new email or reply to thread
- Per-location sender identity (business name + domain)
- Auto-link to contact record on inbound
Cloud Phone System Built In
Buy a voice number, set business hours, route to a queue, design an IVR with voice-keyword routing — without leaving the platform. No separate phone-system subscription. No DIY API plumbing. The phone system that runs your booking is the phone system that runs your business.
Numbers
Buy SignalWire voice numbers per location. US and Canada area-code search with ~5-minute provisioning.
- ~5-minute provisioning (number lives within minutes of purchase)
- US + Canada area-code search
- Filter by contains / starts-with pattern
- Per-location assignment (number is location-scoped, not company-wide)
- Release or release-and-reassign anytime
- Numbers displayed in formatted style: +1 (973) 474-5144
Hours and Routing
Per-location business hours with timezone-aware overflow logic — route to AI, voicemail, or hangup when closed.
- Per-day open/close times in HH:MM format
- Per-day closed toggle (holidays, days off)
- Timezone-aware (location's own timezone, not UTC)
- Overflow action: route to AI / voicemail / hangup
- Real-time presence via softphone heartbeat (90-second window)
- Uses location's existing hours if already configured
Queue (multi-queue per location)
Named queues for different lines with Ring All or Round-Robin ring strategies and real-time online/offline indicators.
- Default queue auto-created per location
- Named queues: Sales / Support / Reception
- Ring strategies: Ring All (everyone simultaneously) or Round-Robin (rotate)
- Per-queue ring timeout (default 20 seconds)
- Real-time online/offline indicator per queue member
- Member online status driven by browser softphone heartbeat
- Add/remove staff from queues
IVR — Visual Flow Builder
Build interactive voice menus with 6 node types and voice-keyword routing so callers can say 'sales' instead of pressing 1.
- 6 node types: Menu, Play and Continue, Route to Queue, Voicemail, Transfer to AI Agent, Hangup
- Voice-keyword routing (caller says 'sales' routes; not just DTMF)
- Nested menus (main menu to press 1 to submenu)
- Reusable greeting library (audio or 6-voice TTS)
- Per-number IVR (different numbers, different flows)
- Audio greeting recording or text-to-speech generation
Voicemail
In-app voicemail inbox with per-message read/unread tracking and click-to-play audio.
- Per-message read/unread tracking
- Click-to-play in-browser (signed-URL audio)
- Per-message duration, caller number, source (queue overflow vs IVR node)
- Delete single message or Clear All bulk action
- Unread count in tab badge
- Greeting library shared with IVR (one source of truth)
- Two greetings per location: default IVR voicemail + queue overflow voicemail
History
Company-wide call log with filters for All / Human / AI agent and in-browser recording playback.
- Paginated view (50 calls per page)
- Filter by All / Human / AI agent
- Per-call: when, direction, from/to, duration, status, agent type, recording
- Recording playback in-browser via signed URL
- Real-time updates (new calls appear without refresh)
- Export to CSV (per page or full)
My Phone (per-user softphone prefs)
Personal phone settings: call forwarding, browser softphone with multi-tab leader election, and per-user presence toggle.
- Per-user call forwarding (destination number + ring-before-forward delay)
- Enable/disable forwarding with single toggle
- Browser softphone with multi-tab leader election (only one tab rings)
- Pin/unpin softphone window (auto-dismiss after call when unpinned)
- Per-user online/offline toggle (presence in queue)
- Settings persistent per user account (across devices)
AI Calls — Recorded, Transcribed, Searchable
When the AI answers a call, the entire conversation (audio + transcript) lands in the same inbox as your SMS, WhatsApp, and email. Drill into any AI call. Listen to the recording. Read the transcript. See what was booked, what was promised, what was escalated.
AI voice receptionist
Inbound calls answered when queue unavailable or after-hours. Full session management with sub-second response latency.
- Voice-call answering with full session management
- Conversation context preserved across turns
- AI persona configurable per location
- Transcript captured live during call
- 6 multi-language voices with automatic caller-language detection
- Per-location greeting, voice, and behavior settings
Real-time tool callbacks during call
AI accesses your live data without a script. Calendar lookups, tech availability, and deposits happen in real time.
- Read live booking calendar for available slots
- Find available technician by service + time
- Check current location hours
- Look up customer's last visit and preferences
- Take a deposit during the call
- Transfer to staff with full conversation context
Transcripts in unified inbox
Every AI call lands in the Communications inbox alongside SMS, WhatsApp, and email.
- Full conversation text for every AI call
- Searchable across all calls
- Linked to contact record
- Post-call AI summary with action items
- Audio replay via signed URL
- Retention per company policy
Voice-command transfer
Caller can say 'I need to speak to a person' and the AI transfers cleanly with full conversation history.
- AI detects 'I need to speak to a person' intent naturally
- Transfers cleanly with full conversation history attached
- IVR menu can also surface AI Transfer as a node
- Optional warm transfer (AI summarizes before connecting)
- Transfer triggers real-time queue ring
- Staff receives caller context before picking up
Embeddable Chat Widget
Embed a chat bubble on your existing Squarespace, WordPress, or custom site. Customer-branded. AI handles conversations when staff are unavailable; staff can take over mid-conversation from this inbox.
Single-line embed
One script tag hosted on chat.bookingpro.ai. Customer-branded with logo, colors, and configurable bubble position.
- Hosted on chat.bookingpro.ai
- Customer-branded with logo + colors
- Configurable bubble position (bottom-right, bottom-left)
- Mobile-responsive with safe-area insets for notched phones
- Lightweight asset load (no large bundle on customer's site)
- Drop into Squarespace, WordPress, or custom HTML
AI mode + human takeover
AI answers when no staff online. Staff can take over mid-thread from the inbox. AI resumes when staff steps away.
- Real-time inbound message push (webhook-driven)
- AI handoff to human seamless mid-thread
- Resume-AI when staff steps away
- Visitor to contact auto-creation
- No customer login required
- Conversation continuity via visitor ID
Lives in Communications inbox
Web Chat threads appear alongside SMS, email, and WhatsApp in the same unified inbox.
- Thread list with visitor name, phone, and email if captured
- Unread message counts per thread
- Per-message read/unread toggles
- Real-time subscription (instant updates)
- Optimistic UI for instant message rendering
- Routing to per-location inbox based on embed config
Email — Phase 1 + Phase 2 Team Inbox
Connected Gmail with team shared-inbox features rolling out. Today's reality: Phase 1 (read/reply/archive/trash/star/labels/drafts/attachments) is in flight. Phase 2 (assignment, followers, internal notes, @-mentions, shared labels, 'Assigned to me' view) is planned. We mark the boundary clearly so you know what's live.
Today: Connected Gmail Inbox
Full Gmail OAuth integration. Read, reply, compose, attachments — without leaving the platform.
- Full folder view: Inbox, Sent, Drafts, Starred, Trash, Spam
- Read/reply inline (no redirect to Gmail)
- HTML rendering with inline images
- Attachments on send
- Per-location sender identity (business name + domain)
- Auto-link to contact record on inbound
- Compose new email or reply to thread
In flight: Gmail Parity
Currently shipping Phase 1 actions to reach full Gmail parity inside the platform.
- Archive / unarchive
- Trash / untrash / permanent delete
- Mark read / unread
- Star / unstar
- Apply Gmail labels
- Save draft
- Bulk actions across selected emails
Planned: Team Shared Inbox (Phase 2)
Coming as Phase 2 of the email rewrite — team assignment, internal notes, and collaborative thread management.
- Assign threads to specific staff
- Followers for multi-user notification
- Internal notes (team-only comments on any thread)
- @-mentions in thread comments
- Shared custom labels (team-visible, not just per-user)
- Activity stream + status (open/closed with auto-reopen on reply)
- 'Assigned to me' folder view
Templates Library — Unified Email + SMS + WhatsApp
One central library. Edit a template once, reuse across email, SMS, and WhatsApp. Variable interpolation pulls customer name, booking time, and business name into messages automatically. AI template generator drafts new templates from a one-line prompt.
Unified library
Email, SMS, and WhatsApp share the same template library. Pick the channel at send time.
- One template, pick channel at send time
- Per-company library (not location-scoped)
- Tier-aware locking (Tier 1 SMS templates locked for editing)
- Default templates pre-seeded for every event type
- Edit + save as new template
- Channel compatibility indicator per template
Variable interpolation
{{contact.first_name}}, {{booking.time}}, {{business.name}} and more — auto-substituted at send time.
- Auto-substituted at send time (no manual find-and-replace)
- Supports nested fields (contact.address.city)
- Multi-language fallback for missing translations
- Helper functions for date and currency formatting
- Template-variable reference docs built in
- Missing-variable detection at save time
AI template generator
Type a one-line prompt, AI drafts the template. Refine and save. Supports email, SMS, and WhatsApp.
- Request 'thank-you SMS after first appointment' and AI generates a draft
- Refine with follow-up instructions
- Supports email (HTML), SMS (plain text), and WhatsApp
- Brand voice configurable per company
- Multi-iteration refinement (keep prompting until it's right)
- Generated template goes directly into your library
Email template gallery
Pre-built professional email designs — confirmation, reminder, marketing, receipt — cloneable to your library.
- Confirmation templates for appointment bookings
- Reminder templates with booking details
- Marketing campaign templates with logo + accent color
- Receipt templates for completed services
- Customizable with your logo and accent color
- Mobile-responsive HTML with dark-mode compatibility
Marketing Campaigns — Brief Mention
Bulk SMS + email marketing built right into the inbox — not a separate Mailchimp subscription. See /product/campaigns for the full breakdown.
Live audience preview
Recipient count updates as you build filters. See the exact number before you send.
- See exact count before send
- Filter by service history, spend, lifecycle, tags, membership, referral
- AND/OR boolean logic for complex segments
- Real-time recount as filters change
- Audience saved per campaign
- No CSV export step required
Recurring schedule
Send daily, weekly, or monthly automatically with a time-of-day setting per location.
- One-time send option
- Recurring frequency picker (daily, weekly, monthly)
- Next-send-date displayed on campaign card
- Pause/resume toggle
- End-date support for seasonal campaigns
- Time-of-day configurable per location timezone
Auto-pause on bounce spike
Sender reputation protection — campaign auto-pauses if bounce rate exceeds threshold.
- Auto-pause triggered when bounce rate exceeds configured threshold
- Alert sent to staff to investigate
- Prevents reputation damage from bulk sends
- Manual resume after issue is resolved
- Audit log of all pause and resume events
- Per-campaign bounce rate metrics
See /product/campaigns for promo code generation, revenue attribution, and automation-triggered campaigns (in flight).
Connected to Your Platform
Communications connects directly to your AI Agents, CRM, Automations, Scheduling, and Campaigns — so every message, call, and chat has full business context behind it.