Once you have opened a conversation in your Conversations list, the reading pane gives you everything you need to respond: the full message history, a reply composer with channel options, and quick actions for managing the thread. This article walks through how to read, reply to, and manage member conversations once you have one open.
Opening a conversation
From your Conversations list, click any row to open the thread. The reading pane on the right shows the member's name and avatar at the top, followed by the full message history in chronological order. Scroll up through the thread to see earlier messages.
For more on finding and filtering conversations, see Viewing your messages in Conversations.
Replying to a member
The reply composer sits at the bottom of the reading pane and is ready to use as soon as you open a conversation. There are four steps to sending a reply.
Step 1: Choose your reply channel
Next to Reply via:, choose the channel you want to send your reply through:
Chat (in-app only): sends your reply via the ClubRight Member App. The member sees the message in their app's Messages screen. This channel only reaches members who have the Member App installed and logged in.
Email: sends your reply as an email to the member's registered email address
SMS: sends your reply as a text message to the member's mobile number (requires SMS to be set up for your club, and the member to have a mobile number on file)
Note: Chat replies only reach members who have the ClubRight Member App. If you are not sure whether the member uses the app, choose Email or SMS to make sure your reply gets through. You can also reply through a different channel from the one the member originally used (for example, replying via Email to an in-app Chat message).
Step 2: Compose your message
Type your reply in the Type your message field. Keep your reply focused on the member's query and consistent with the rest of the thread.
Step 3: Add personalisation if needed
Use the Insert personalisation pills below the message field to drop the member's details into your reply automatically. Available tokens include:
First name
Membership number
Title
Click More to see additional personalisation tokens. ClubRight replaces each token with the member's real details before the message is sent.
Step 4: Send
Click Send in the bottom right of the composer. Your reply is added to the conversation thread immediately, and the member receives it through the channel you selected.
Using Saved Replies
If you find yourself sending similar replies frequently (cancellation requests, common questions, freeze enquiries), Saved Replies let you reuse pre-written messages without typing them out each time. Once you have Saved Replies set up, a Saved Replies picker appears in the reply composer so you can drop one in with a single click and tailor it before sending.
For more on Saved Replies, see Creating and managing Saved Replies and Using Saved Replies when sending messages.
Managing the conversation
From the open conversation, you have three additional actions to manage its state.
Mark unread
Click Mark unread in the top right of the reading pane to put the conversation back into your unread queue. This is useful when you have opened a thread to see what it is about but want to deal with it properly later (for example, when you need to check something with a colleague first).
Archive
Click Archive in the top right of the reading pane to move the conversation out of your active list. Archived conversations are not deleted, just hidden from the default view. You can also archive from the Messages panel on your dashboard: open the conversation, click Archive this conversation, then Yes, archive it.
Archive conversations once you have dealt with them, to keep your active list focused on what still needs attention.
How do I get an archived conversation back?
Show your archived conversations, open the one you want, and unarchive it. It moves back to your inbox.
Go to Communication and click Show/Hide Archived
Open the archived conversation
Click Unarchive, then Yes, unarchive it
Star
Click the star icon next to a conversation in the list to flag it as important. Starred conversations appear under the Starred filter in the sidebar. Use this for conversations that need follow-up, are waiting on you for something specific, or that you want to keep easy to find.
Emails from people who aren't members
If an email comes from an address that isn't linked to a member, for example spam or an enquiry from someone new, the conversation shows: "This email is from [address], who isn't linked to a member, so you can't reply to it here. You can forward it using the Forward action on a message." There's no reply composer or Archive button on these conversations.
How do I delete an email from someone who isn't a member?
Only Owner logins can delete it. Open the conversation and click Delete at the top of the reading pane. Managers and other staff don't see the Delete button, so ask an Owner at your club to remove it.
⚠️ Note: Only delete emails you're sure you don't need. If you might need the email later, forward it first.
How do I forward an email?
Click Forward under the message you want to send on. This is the way to pass on an email from someone who isn't a member, for example to the right person at your club, since you can't reply to it in ClubRight. Managers and staff can forward emails as well as Owners.
Have more questions about responding to messages?
If you have a question that is not covered here, click the chat button to contact our Customer Success team.