Using Chat Effectively with Clients

Best practices for professional client communication through in-app chat and SMS integration.

Overview

Apprentice's chat system connects you with clients through both in-app messaging and SMS, ensuring you never miss important communications. Effective use of chat builds stronger client relationships, streamlines project coordination, and creates a professional experience.

Understanding the Chat System

Two Communication Channels

In-App Chat:

• Web-based messaging in dashboard
• Real-time updates
• Message history
• File attachments
• Design sharing

SMS Integration:

• Automatic SMS to clients when you message
• Client replies route back to your chat
• Reach clients on mobile
• No app required for clients
• Bidirectional communication

How They Work Together:

1. You send message in Apprentice chat
2. Client receives SMS notification (if SMS enabled)
3. Client replies via SMS
4. Reply appears in your Apprentice chat
5. Seamless two-way conversation

Accessing Chat

From Project

1. Open any project
2. Click Chat tab OR
3. Click Message button in Quick Actions

From Dashboard

1. Navigate to dashboard
2. Click Messages or Inbox
3. View all conversations
4. Select client to message

From Client Profile

1. Open client profile
2. Click Message button
3. Opens project-specific chat
4. Or creates new conversation

Step-by-Step Guide

Step 1: Starting a Conversation

New Conversation:

1. Find client in your list
2. Click message icon
3. Type your message
4. Press Enter or click Send

First Message Best Practices:

"Hi [Client Name]! This is [Your Name] from [Shop Name].

Looking forward to working with you on your [tattoo description]!

I've set up your project in our system where you can:

• View design progress
• Share reference images
• Approve designs
• Schedule your appointment

Let me know if you have any questions to get started!"

Step 2: Message Types

Text Messages:

• Default message type
• Supports emojis
• Multi-line messages
• Formatting preserved

Design Shares:

• Share designs directly from project
• Client receives image
• Link to full design in project
• Visual context in conversation

Status Updates:

• Notify about project milestones
• Appointment reminders
• Design ready notifications
• Approval requests

File Attachments (if supported):

• Reference images
• Design files
• Stencil exports
• Supporting documents

Step 3: Maintaining Conversations

Response Time:

• Aim for <24 hours during business hours
• Set status message if unavailable
• Use auto-responders for extended absences
• Let clients know your typical response time

Conversation Organization:

• Keep project-related messages in project chat
• General questions in main conversation
• Reference past messages when needed
• Stay on topic per conversation

Step 4: Using Chat for Project Workflow

Design Process:

"Hi [Name]! I've finished your initial design. It's uploaded to your

project - check the Designs tab to view it. Take your time reviewing,

and use the collaboration canvas to mark any feedback. Excited to hear

your thoughts!"

Revision Notifications:

"Design update is ready! I've made the changes you requested:

• [Change 1]
• [Change 2]
• [Change 3]

Check it out in your project and let me know what you think!"

Approval Requests:

"The design is looking perfect! Before we schedule your appointment,

I need your final approval. Please review the latest version and reply

'APPROVED' when you're ready to proceed. Thanks!"

Appointment Coordination:

"Your design is approved - awesome! I have availability next week on

Tuesday, Thursday, or Friday. What works best for your schedule?"

SMS Integration

How SMS Works

When Client Receives SMS:

• Your message sends from Apprentice
• Client gets SMS notification
• Message includes your name
• Can reply directly to SMS

When Client Replies via SMS:

• Reply routes to your Apprentice chat
• Appears in conversation thread
• Marked as from "SMS"
• You can respond in app

SMS Best Practices

Keep Messages Concise:

• SMS has character limits
• Get to the point quickly
• Use clear, simple language
• Save long explanations for in-app

SMS-Friendly Format:

Good:

"Hi Sarah! Your design is ready for review. Check your project

in Apprentice or reply here with questions. -Mike"

Too Long:

"Hey Sarah, I hope you're having a great day! I wanted to let you

know that I've been working on your design and it's coming along

really well. I've incorporated all the elements we discussed during

our consultation last week including the roses, the geometric pattern,

and the shading style you preferred. I've uploaded it to your project..."

Include Context:

• Your name (they may message multiple artists)
• Shop name (if applicable)
• Specific project reference
• Clear call-to-action

Managing SMS Notifications

Client SMS Preferences:

• Clients can enable/disable SMS in their settings
• Respect their preferences
• In-app messages always available
• SMS is supplementary

When to Use SMS: ✅ Time-sensitive communications ✅ Appointment reminders ✅ Important updates ✅ First contact ✅ Urgent questions

When NOT to Use SMS: ❌ Long design discussions ❌ Detailed feedback ❌ Multiple attachments ❌ Non-urgent updates ❌ After client opts out

Communication Best Practices

Professional Tone

Be Friendly AND Professional:

Good:

"Hi Jessica! Great to hear from you. I can definitely make that

adjustment to the shading. I'll have the updated version ready by

Friday. Thanks for the clear feedback!"

Too Casual:

"hey yeah sure np ill do that lol"

Too Formal:

"Dear Ms. Johnson, I am in receipt of your correspondence dated

January 15th regarding the aforementioned design modifications..."

Response Templates

Initial Contact:

"Hi [Name]! Thanks for reaching out about your [tattoo type] project.

I'd love to work with you! Let's schedule a consultation to discuss

your vision. What's your availability this week?"

Design Ready:

"Hi [Name]! Your design is ready! I've uploaded it to your project.

Take a look and let me know your thoughts. Can't wait to hear what

you think!"

Answering Questions:

"Great question! [Answer their question clearly]. Does that help?

Let me know if you need any clarification!"

Appointment Confirmation:

"You're all set! Appointment confirmed for [Date] at [Time].

I'll send a reminder a few days before. See you then!"

Following Up:

"Hi [Name]! Just checking in to see if you had a chance to review

the design. No rush - let me know if you have any questions!"

Active Listening in Text

Acknowledge Concerns:

Client: "I'm worried the design is too complex for a first tattoo."

You: "That's a valid concern! First tattoos can be overwhelming. Let me

suggest some modifications to simplify it while keeping the essence..."

Clarify Understanding:

"Just to make sure I understand correctly: you'd like the rose to be

larger and positioned higher on the forearm. Is that right?"

Ask Clarifying Questions:

"When you say 'more detail,' do you mean finer line work, additional

shading, or extra elements in the composition?"

Managing Expectations

Timeline Communication:

"I'll have your initial design ready by [date]. After that, we typically

do 1-2 revision rounds before final approval. The whole design process

usually takes about 2-3 weeks. How does that timeline work for you?"

Setting Boundaries:

"I'm typically available to chat between 10am-6pm Tuesday-Saturday.

I'll do my best to respond within 24 hours during those times. For

urgent matters, you can always call the shop at [number]."

Common Chat Scenarios

Scenario: Client Sends Reference Images

Good Response:

"Perfect! These references really help me understand your vision.

I especially love [specific element]. I'll incorporate these into

the design. Is there anything specific from these images you want

me to emphasize?"

Scenario: Client Expresses Concern

Good Response:

"I appreciate you sharing your concern. Let's talk through this.

[Address their concern specifically]. Would it help to jump on a

quick call to discuss? Or I can send some examples to clarify?"

Scenario: Client Asks About Pricing

Good Response:

"Great question! Based on the size and detail we've discussed, I

estimate this will take [X] hours at my rate of $[X]/hour, putting

us around $[range]. The exact price will be clearer once we finalize

the design. Does that fit your budget?"

Scenario: Client Hasn't Responded

Follow-Up (After 3-5 Days):

"Hi [Name]! Just wanted to follow up on the design I sent last week.

No rush - I know life gets busy! Let me know when you have a chance

to review it, or if you have any questions. Looking forward to your

feedback!"

Follow-Up (After 7+ Days):

"Hi [Name]! I want to make sure you received my last message about

your design. I have your project on hold for now, but I'm excited to

continue when you're ready! Just reply when you'd like to move forward."

Scenario: Client Requests Rush Work

Professional Boundary:

"I'd love to help with your timeline! My normal turnaround is [X days].

To accommodate your deadline, I could [offer solution], though there may

be a rush fee of [amount]. Would that work for you?"

Scenario: Client Asks Technical Question

Expert Guidance:

"That's a common question! Here's what I recommend: [explanation].

In my [X] years of experience, I've found that [advice]. Happy to

explain more if you'd like!"

Advanced Chat Techniques

Using Chat for Sales

Consultative Approach:

"Based on what you've described, I think we have two good directions:

1. [Option 1 with brief description]
2. [Option 2 with brief description]

Which resonates more with your vision? Or would you like me to create

mockups of both?"

Building Rapport

Personalization:

• Reference past conversations
• Remember personal details
• Acknowledge life events
• Celebrate milestones

Example:

"Hi Sarah! Hope the new job is going well! I was thinking about your

design and had an idea for how to incorporate that travel theme you

mentioned. Want to see a quick sketch?"

Handling Difficult Conversations

Staying Professional:

Client: [Frustrated message about delays]

You: "I completely understand your frustration, and I apologize for the

delay. Here's what happened: [brief explanation]. To make this right,

here's what I'm going to do: [action plan]. Does that work for you?"

De-escalation:

1. Acknowledge their feelings
2. Take responsibility if appropriate
3. Focus on solutions
4. Offer direct communication (call)
5. Follow through on commitments

Upselling and Add-Ons

Natural Suggestions:

"The design is looking great! I was thinking - this would look amazing

with some color accents. Want to see what that might look like? No

pressure, just thought it could really make it pop!"

Chat Etiquette

Do's

✅ Respond promptly (within 24 hours)

✅ Use proper grammar and spelling

✅ Be clear and concise

✅ Include your name in first contact

✅ Ask questions to understand

✅ Confirm important details

✅ Show enthusiasm for their project

✅ Set expectations clearly

✅ Follow through on commitments

✅ Use emojis sparingly and appropriately 🎨

Don'ts

❌ Don't use all caps (seems like yelling)

❌ Don't over-emoji (unprofessional)

❌ Don't leave clients hanging

❌ Don't make assumptions

❌ Don't ghost after payment

❌ Don't overpromise timelines

❌ Don't engage in arguments

❌ Don't share client designs publicly without permission

❌ Don't message outside business hours regularly

Organizing Your Conversations

Priority Management

Categorize Mentally:

• Urgent: Appointment tomorrow, time-sensitive
• Active: In design process, regular updates
• Waiting: Awaiting client response
• Low Priority: General inquiries, future bookings

Triage Your Inbox:

1. Respond to urgent first
2. Update active projects daily
3. Follow up on waiting after 3-5 days
4. Handle inquiries within 24 hours

Message Flags and Status

Use Project Status:

• Link conversations to projects
• Track project stage
• Filter by status
• Stay organized

Read/Unread Management:

• Mark as unread if needs action
• Clear inbox daily
• Don't let messages pile up

Troubleshooting

Issue: Messages Not Delivering

Check:

• Client's SMS preferences
• Internet connection
• System status
• Contact support if persistent

Issue: Client Says They Didn't Receive Message

Troubleshoot:

1. Verify their contact info is correct
2. Check if SMS is enabled for them
3. Ask them to check spam (for email notifications)
4. Resend message
5. Try alternative contact method

Issue: Unclear Communication

Clarify:

"I want to make sure I understand you correctly. Could you clarify what

you mean by [their statement]? It would help to see a reference image

or jump on a quick call if that's easier!"

Tips for Success

Efficiency

Use Templates for common messages:

• Initial contact
• Design ready
• Approval request
• Appointment confirmation
• Follow-ups

Batch Responses:

• Set specific times for checking messages
• Respond to multiple clients in one session
• Don't let chat interrupt creative work constantly

Professionalism

Maintain Boundaries:

• Set and communicate business hours
• Don't feel pressured to respond instantly
• It's okay to say "Let me check and get back to you"
• Redirect non-urgent messages appropriately

Relationship Building

Go Beyond Transactional:

• Show genuine interest in their vision
• Remember details about them
• Celebrate their excitement
• Make them feel valued
• Build long-term relationships

Updated on: 16/01/2026