The Messages tab is your inbox for chatting with customers inside Birrdi. Customers read and reply in the Birrdi app under Messages, and can also get an email each time you message them. Messages are not sent by SMS.
Where to find Messages
Operators and Admins: open Menu and choose Messages ("Chat with customers"). Messages is pinned to the top bar by default.
Managers: click Messages in the top bar.
Staff don't have access to Messages.
What a conversation is
A conversation is one thread between your business and one customer. Conversations start when:
You send a New Message to a customer.
You send an announcement (each recipient gets their own conversation).
A trigger sends an automated message before or after a reservation.
Customers reply inside an existing conversation.
Sending a new message
Click New Message and search for the customer.
Write your message in the Message box, or click Generate with AI to draft one.
Choose your options:
Send an email notification (on by default): also emails the customer.
Auto close this conversation (off by default): closes the conversation as soon as it sends, so the customer can read it but can't reply.
Click Send, then Confirm Send.
How the inbox is organized
Use the Open / Closed filter to switch views.
Open view groups conversations by who needs to act next:
On You: the customer wrote last. These need your reply.
On Customer: you wrote last. You're waiting on the customer.
One group per announcement or trigger, named after its title. Event announcements also show the event name.
Conversations in On You and On Customer move between those groups automatically as people reply. Conversations started by an announcement or trigger stay in that group.
A second filter lets you show On You & Customer (default), On You only, or On Customer only.
Closed view has two groups: Closed and Archived.
Each group shows Name, Last Message, Status (On You / On Customer), Last Sent and Created. Groups show 20 conversations at a time; click Load More for more.
Searching
Type a customer's name in Search by name... and click Search. Clear the box to see everything again.
Replying to a customer
Click a conversation to open it in a side panel.
Type in Write a message.... Press Enter to send, or Shift+Enter for a new line.
Optional: untick Send email to send in-app only, use Generate with AI, or Attach file to send an image (images only, desktop only).
Click Send.
The conversation shows 50 messages at a time; click Load Previous for older ones. New replies from the customer appear automatically.
Notifications for your team
When a customer writes in, your business's team email gets "{Customer name} sent you a message". You get at most one of these per conversation every 10 minutes.
Limits
Your inbox can have up to 20 active groups: the 4 built-in ones (On You, On Customer, Closed, Archived) plus up to 16 announcement and trigger groups. An announcement group drops off once none of its conversations are open.
If you're at the limit, sending a new announcement, creating a trigger or reopening a conversation can fail. Close the conversations in an older announcement group to free up space.