Read at nine, answered by nobody
A salon runs in shifts. The morning desk works ten to four, the evening desk works four to close, and the manager answers from home on a Sunday. On a single handset none of those people own anything: a thread is either read or unread, and read is not the same as answered. On a Saturday with forty live conversations, the desk replies to whoever messaged most recently, and the enquiries from eleven that morning fall off the bottom of the screen and out of the week.
Then there is turnover. When the receptionist who has run the number for two years resigns, the history goes with her, and her replacement asks a returning client what she had done last time. If two branches share the number it compounds: the Powai desk answers a question about Bandra's Sunday timings, gets it wrong, and the client arrives to a closed shutter.
Assignment, private notes and a queue the owner can see
Every conversation carries an owner, and opening one marks it in progress so two people never reply over each other. Assignment runs on rules you set: round-robin across whoever is on shift, by branch, or straight to the client's existing owner. First-response targets flag a thread that has sat too long and escalate it to the floor manager instead of leaving it to be noticed. Internal notes stay on the thread and never reach the client, which is where the senior colourist writes that this one should not be booked with a junior after the last correction. Access is a permission, so a leaver is switched off and the conversation history stays with the salon.
More on the capability itself: Shared Team Inbox. More on this industry: CRM for salons and spas.
One Saturday, from opening to the four o'clock changeover
The busiest day, worked as a queue rather than a scroll.
- 1Chats arriving before noon are assigned round-robin between the two people at the desk, so every thread has a name against it.
- 2The bridal enquiry is reassigned to the manager, who leaves a note naming the artist the family asked for.
- 3Anything past the first-response target is flagged in the queue and shown to the floor manager rather than buried.
- 4At four the incoming shift opens the queue, not the phone, and picks up the threads still marked open.
One price, one plan: ₹899/user/month + GST on annual billing. The Free Forever plan carries one user and 200 leads with no card and no expiry, which is enough to run this workflow on your own data before anyone signs anything.
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Try it on your own data
Import a list, run the workflow above, and see what it looks like with your names on it. Setup takes 15 to 30 minutes.