PocketSuite’s Messenger has gotten a major upgrade. Messenger 2.0 brings a refreshed inbox design along with powerful new tools to help you stay organized, communicate more richly, and manage your team’s conversations — all in one place.
This article walks you through every new feature so you can hit the ground running.
What’s New at a Glance
Here’s a quick overview of everything that’s been added or improved:
- Redesigned inbox with a clean, modern look
- Pin up to 3 conversations to the top of your inbox
- Auto-save drafts so you never lose a message in progress
- Archive conversations to keep your inbox tidy
- Filter your inbox by Unread, Groups, and more
- Send and receive video messages (up to 4 minutes)
- Send and receive voice messages (up to 4 minutes)
- Send up to 5 photos at once
- Team Plan: Business Inbox to view all team conversations in one place
- Team Plan: Inbox Switcher to move between your inbox, your team’s inboxes, and Archived messages
Redesigned Inbox
The inbox has been rebuilt from the ground up with a modern, intuitive look that makes it easier to see what needs your attention at a glance.
Each conversation in your inbox shows:
- Your client’s name and avatar (or initials)
- A preview of the most recent message, including a small icon for media or transaction types
- The time or date of the last message
- An unread count badge in the top corner of the avatar
- A draft icon when you have an unsent message in a thread
- A pin icon for any conversations you’ve pinned to the top
📝 Note: On desktop, you can view your inbox list and a message thread at the same time, side by side.
Pinning Conversations
Pin your most important conversations to the top of your inbox so they’re always easy to find, regardless of when the last message was sent.
How to Pin a Conversation
- In your inbox, tap the three-dot icon (⋯) next to the conversation you want to pin.
- Tap “Pin.”
The conversation will move to the top of your inbox and display a pin icon next to the contact name.
How to Unpin a Conversation
- Tap the three-dot icon (⋯) next to the pinned conversation.
- Tap “Unpin.”
The conversation returns to its normal position in your inbox based on the most recent message.
Pinning Limits
You can pin up to 3 conversations at a time. If you try to pin a fourth, you’ll see a message letting you know:
“Only 3 message threads can be pinned at once, please unpin a message thread to continue.”
To pin a new conversation, simply unpin one of the existing three first.
📝 Note: Pinned conversations appear in your personal inbox only. They are not shown in the Business Inbox (Team / Enterprise Plan).
Drafts
PocketSuite now automatically saves your message as a draft when you start typing and navigate away before sending. Your draft is waiting for you when you return to that conversation.
How Drafts Work
- Start typing a message in any conversation.
- Navigate away from that thread — your message is saved automatically.
- Return to the conversation and your draft will be right there in the compose box, ready to edit and send.
- Drafts sync across devices, so a draft you start on your phone will be there when you open the app on desktop.
A Few Things to Know About Drafts
- Only text messages are saved as drafts. If you had media (photos, video, audio) loaded but didn’t send, those are not saved.
- Messages shorter than 2 characters, or messages that are only spaces, are not saved as drafts.
Archiving Conversations
Use Archive to move conversations out of your main inbox without deleting them. Archived threads are stored separately and can be restored at any time.
How to Archive a Conversation
- In your inbox, tap the three-dot icon (⋯) next to the conversation.
- Tap “Archive.”
The conversation moves out of your main inbox and into your Archived view.
How to View Archived Conversations
- Tap your avatar in the top left corner of the inbox to open the Inbox Switcher.
- Select “Archived.”
You’ll see all your archived conversations here. Tap into any thread to read the message history.
How to Restore an Archived Conversation
From the Archived view, you have two ways to bring a conversation back:
- Restore via menu: Tap the three-dot icon (⋯) next to the archived thread and select “Remove from archive.” The conversation returns to your main inbox in its chronological position based on the last message.
- Restore by messaging: Simply send a new message from within an archived thread and it will automatically return to your active inbox.
📝 Note: Archiving is available for Pro app users only. The client app does not support archiving.
Filtering Your Inbox
Filters let you quickly narrow down your inbox to see only the conversations that matter in the moment. You can apply one filter or stack several at once.
Available Filters
- Unread: Shows only threads that have at least one unread message.
- Groups: Shows only group message threads.
- Drafts: Shows all threads where you have an unsent draft message.
- Unknown Clients: Shows messages from contacts not yet saved in your client list.
- Known Clients: Shows messages from named contacts in your client list.
- My Clients: Shows only threads assigned to you.
📝 Note: Unknown Numbers cannot be combined with My Clients or Known Contacts filters.
How to Apply a Filter
- Tap the filter icon in your inbox.
- Select one or more filters from the menu that slides up from the bottom.
- Your inbox updates to show only conversations that match your selection.
A filter chip appears in the top left of your inbox indicating which filter(s) are active. You can scroll horizontally through filter chips if multiple are applied. Tap the X on any chip to remove that filter.
A Few Things to Know About Filters
- Filters stay active while you’re in the messenger. You can open a thread and come back to your filtered inbox view.
- Once you leave the messenger and return (for example, after navigating to Calendar), filters reset to the default “all messages” view.
Business Inbox & Inbox Switcher
🏢 Team / Enterprise Plan: The Business Inbox and Inbox Switcher are available on Team plans. Business Inbox is accessible to SuperAdmins only.
Inbox Switcher
The Inbox Switcher makes it easy to move between different views of your messenger without digging through settings. Tap your avatar in the top left corner of your inbox to open the switcher.
From the Inbox Switcher you can navigate to:
- Your personal inbox: Your own message threads with clients.
- Business Inbox: A unified view of all message threads across your entire team (SuperAdmins only).
- Individual team member inboxes: Jump directly to a specific team member’s inbox to review their conversations.
- Archived: View all of your archived conversations.
📝 Note: The ability to view individual team member inboxes from the Inbox Switcher replaces the previous “View inbox” option found in the team member dashboard.
Business Inbox
The Business Inbox gives SuperAdmins a single place to monitor all client conversations happening across the team. Instead of jumping between individual team member inboxes, you can see everything at once.
Here’s what you can do from the Business Inbox:
- View all client message threads across your team in chronological order.
- See which team member is associated with each thread at a glance.
- Apply filters (Unread, Groups, etc.) to the full business view.
- Read and respond to any shared inbox thread or any thread you initiated.
A few things to know:
- The Business Inbox is for viewing and monitoring. You can only send a message from the Business Inbox if the thread belongs to your own inbox or is a shared inbox thread. Threads belonging to another team member are view-only to prevent messages being sent as someone else.
- Pinned conversations are personal and will not appear in the Business Inbox.
- Business Inbox access is limited to SuperAdmins.
Video Messages
You can now send and receive videos directly in your PocketSuite conversations. Videos are viewable right inside the app and are up to 4 minutes long.
How to Send a Video
You can send a video from your camera roll or record one on the spot.
To send from your camera roll:
- In a message thread, tap the + icon.
- Select “Send a photo / video.”
- Choose a video from your camera roll.
- A preview will appear above your message compose box.
- Tap Send.
To record and send a new video:
- In a message thread, tap the camera icon.
- Select to record a video.
- Record your video. A 4-minute countdown timer will appear at the top of the screen. (Recording is not supported on Desktop, though videos can still be uploaded).
- When you’re done, you’ll see options to Use Video or Retake.
- Select “Use Video” and it will load in your message thread, ready to send.
Video Limits
- Videos must be 4 minutes or under in length.
- If you try to send a video that’s too long, you’ll see a message: “Maximum video length exceeded, please select a video that is under 4 minutes in duration.”
How to View a Video
Tap the video in the message thread to open it in full screen. Once playing, tap the screen to show the play/pause bar and scrub forward or backward through the video.
📝 Note: Clients using the PocketSuite client app can also send videos to you directly within the app.
Voice Messages
Record and send voice messages directly from the PocketSuite messenger. Great for when typing just doesn’t cut it.
How to Send a Voice Message
- In a message thread, tap the + icon.
- Select “Send a voice memo.”
- The keyboard transforms into a microphone interface.
- Tap the microphone to start recording. A timer will appear showing your elapsed recording time.
- Tap the microphone again to stop recording.
- You’ll see options to Preview, Send, or Delete.
Tap Send to deliver your voice message. Tap X to cancel and return the keyboard to its original state.
Voice Message Limits
- Voice messages can be up to 4 minutes long.
- If your recording exceeds the limit, you’ll see: “Maximum voice memo length exceeded, please record a message that is under 4 minutes in duration.”
How to Listen to a Voice Message
Tap the play button on any voice message to listen. Tap again to pause. The playback bar shows your progress through the message. If you leave the thread and return, the message will play again from the beginning.
📝 Note: Voice messages are delivered via a secure link for clients receiving them via SMS, so they can still listen even without the client app.
Sending Multiple Photos
You can now send up to 5 photos at once in a single message, making it easy to share a batch of before/after shots, examples, or any other images with your clients.
How to Send Multiple Photos
- In a message thread, tap the camera icon.
- Select “Choose from library.”
- Tap to select up to 5 images. If you try to select a 6th, a message will appear letting you know the maximum is 5.
- Tap “Done” in the top right corner.
- Your selected photos appear as a preview above the compose box. Tap the X on any photo to remove it.
- Tap Send.
Frequently Asked Questions
Can I delete a conversation instead of archiving it?
Yes. Select the three dots on a conversation in your inbox and select “Delete” from the three-dot menu. Deleted conversations cannot be recovered.
Can my clients see who on my team sent a message?
No. When a message is sent from a shared inbox thread by a team member, the client sees it as a message from your business.
Can clients use the new messenger features too?
Clients using the PocketSuite client app will see the refreshed design in their message threads. They can also send videos and multiple photos to you. However, certain features are not available on the client app.
Will my current inbox and message history be affected?
No. Your existing conversations, settings, and message history carry over exactly as they were. The update only adds new features and refreshes the look of the inbox.
Need Help?
If you have questions about Messenger 2.0, reach out to the PocketSuite support team directly from the app by tapping on PocketSuite in your message thread, or text us at (415) 841-2300.