Customer Support

Customer Support is a unified inbox in the admin dashboard for conversations that arrive outside the booking flow. Instead of checking email, Facebook Messenger, and Instagram separately, your team replies from one place, with the customer’s booking history alongside the thread.

This guide is for business owners and administrators who handle customer questions, reschedules, and follow-ups after (or instead of) an online booking.

What is Customer Support?

The Support inbox collects incoming customer messages and groups them into conversations. Each conversation shows the customer’s name, subject or preview, channel, and recent activity. You can search the current folder, change the conversation status, reply on the same channel the customer used, or leave an internal note that only your staff can see.

Customer Support works alongside Clients and Booking Management. When you link a conversation to a client record, your team can see that person’s bookings and notes without leaving the inbox.

Supported channels

Customer messages arrive through the channels you connect under Settings → Integrations → Support channels.

Email gives your organization a dedicated inbound address. Customers write to that address, and replies go back out as email.

Facebook Messenger connects a Facebook Page. Messages sent to that Page appear in the inbox, and your replies return through Messenger.

Instagram uses the Instagram professional account linked to the same Facebook Page. Direct messages appear in the inbox, and replies return as Instagram DMs.

Connect only the channels your business actually uses. Channel settings live with your other integrations, so you can review them from the same place you manage payments and email delivery.

Working the inbox

Open Support in the admin sidebar to reach the inbox. Conversations are organized into four folders that match their status:

Active: conversations that need a response or are still in progress
Pending: conversations waiting on the customer (for example, after you asked a clarifying question)
Closed: conversations you have finished
Spam: messages that should not stay in the working folders

You can also change a conversation’s status from the thread itself. Search looks across customer name, subject, preview, and channel in the folder you currently have open.

When a conversation is closed, the composer is disabled. If that customer writes again, FullDay opens a new ticket rather than reopening the closed one. The thread states this explicitly so your team knows a follow-up starts fresh.

Replies and internal notes

The composer has two tabs.

Reply sends a message back to the customer on the same channel they used (email, Messenger, or Instagram).

Internal note stays on the conversation and is never sent to the customer. Notes are marked as visible to staff only, so they are useful for handoffs, context, or anything your team should see that the customer should not.

Attachments

Both you and the customer can attach files to a message. FullDay accepts PNG, JPG, GIF, WEBP, and PDF.

Limits:

Up to 5 files per message
Up to 5 MB per file
Up to 10 MB total per message

Images open as thumbnails in the thread. Other files appear as download links. There is no in-app PDF viewer.

Instagram DMs accept images only. If you attach a PDF on that channel, FullDay skips sending the file and records an internal note so your team can see what happened.

If a customer’s file is blocked (wrong type or over the size limit), your team sees a marker in the thread. The customer may receive a short notice asking them to resend a supported file under 5 MB.

The client panel

The right-hand panel on a conversation lets you link the thread to a booking client. Once linked, you can see their phone, email, notes, booking counts, and recent bookings without switching pages.

Linking is optional. Use it when the person writing is already a client, or when you want the next person who opens the conversation to have booking context. You can unlink the client if the match was wrong.

See Clients for how client records are created and maintained.

AI-assisted replies

Customer Support can draft suggested replies. Nothing is sent to the customer until a person on your team chooses a draft, edits it if needed, and sends it.

Organization AI settings

Open AI settings from the inbox (the gear icon) to reach Support AI settings. There you can:

Turn Enable AI replies on or off for the organization
Set a tone of voice (Formal, Friendly, Professional, Casual, or a custom description)
Add a system prompt, business information, and short FAQ notes that the AI should take into account

If organization-level AI is off, the per-conversation AI toggle stays disabled.

Per-conversation AI

Each thread has an AI toggle. When it is on and a new unanswered customer message arrives, FullDay generates suggestions. You can also ask for drafts on demand.

Suggestions typically include a few labelled options:

Reply: a complete response you can send
Ask for clarification: a question that moves the conversation to Pending
Escalate: a draft that, if you confirm it, posts a system note that a human operator has been notified, returns the conversation to Active, and turns the conversation AI toggle off

You pick a draft, edit it, optionally steer the AI with extra instructions and regenerate, then send. Matched knowledge base sources appear under the drafts so you can see what the suggestion is based on.

Knowledge base

The knowledge base is a per-organization library the AI uses when drafting replies. Open it from AI settings (Knowledge base).

You can add an article (title and body) or upload a file (PDF, TXT, or Markdown, up to 5 MB). Each document shows a kind badge (Article or File) and a status badge that moves from Indexing to Ready.

Ready documents can be viewed (the text indexed for retrieval) or deleted. FAQ notes from AI settings are always considered alongside retrieved excerpts.

Known limits:

Image-only or scanned PDFs are not OCR’d, so they will not index useful text
The knowledge base does not crawl websites. Add the content as an article or file instead

Keep the knowledge base focused on policies, hours, services, and answers your team gives often. That is what makes AI drafts useful.

Who can access Customer Support?

Access follows your existing booking staff roles. Team members who can view bookings can open the inbox. Team members who can update bookings can reply, change status, and manage AI settings and the knowledge base.

There is no separate support-only role. If someone should handle conversations, give them the same bookings access your staff already use for day-to-day operations.

Best practices

Connect the channels customers already use. Enable email, Messenger, and Instagram only if your business is active there.
Close conversations when you are done. A later message from the same customer starts a new ticket, which keeps finished work out of Active.
Use internal notes for handoffs. Write context for the next person instead of mixing it into a customer-facing reply.
Link the client when you recognize them. Booking history next to the thread saves a round trip to Clients or Booking Management.
Review AI drafts before sending. Treat suggestions as a starting point, not a finished reply.
Keep the knowledge base current. Outdated articles produce outdated drafts.

Next steps

Continue exploring related parts of the platform:

Clients. Manage client records and appointment history that appear in the support client panel.
Booking Management. View and update the appointments a conversation may be about.
Integrations. Connect support channels from organization integration settings.
Locations & Organization Settings. Configure the organization settings used across the admin dashboard.

For common questions about Customer Support, see the FAQ.