Client Messages

Overview

The Messages tab lets you hold conversations with a client's contacts through the portal. Messages appear as a threaded conversation visible to both staff and portal users. You can also leave internal notes that only staff can see.

Opening the Messages Tab

1. 1Open the client record from the client list
2. 2In the left sidebar under Communications, click Messages

If no conversations exist yet, you will see an empty state with a Start Conversation button.

Starting a Conversation

There are two types of conversation:

• All Contacts — a group conversation visible to every contact on this client who has portal access
• Direct Message — a one-to-one conversation with a specific contact

1. 1If this is the first conversation, click Start Conversation to create an All Contacts thread
2. 2To start a direct message with a specific contact, click New Direct Message at the bottom of the conversation list, then select the contact from the list

Sending a Message

1. 1Select a conversation from the list on the left
2. 2Type your message in the compose area at the bottom — the editor supports rich text and @mentions of team members
3. 3Click Send or press ⌘+↵ to send

Internal Notes

To leave a note that only staff can see (hidden from portal users):

1. 1Toggle on Internal note using the switch below the compose area
2. 2Type your note and click Send

Internal notes appear with a dashed amber border and a lock icon so they are easy to distinguish from regular messages.

Editing and Deleting Messages

You can edit or delete your own messages.

1. 1Hover over the message you want to change
2. 2Click the three-dot menu that appears
3. 3Select Edit to modify the message, or Delete to remove it

Unread Indicators

Each conversation in the list shows an unread count badge when there are new messages you have not seen. Opening a conversation automatically marks it as read.

What's Next?

• Set up portal access so contacts can view and reply to messages
• Add contacts to the client record