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Portal Messages

Two-way communication between customers and your team through the portal.

Messages Overview​

The messaging feature provides:

  • Direct communication channel
  • Message threading
  • File attachments
  • Message history

Message Threads​

What is a Thread?​

A conversation about a specific topic:

  • Has a subject line
  • Contains related messages
  • Keeps history organized
  • Multiple participants possible

Viewing Threads​

The messages page shows:

  • List of all conversations
  • Newest messages first
  • Unread indicators
  • Preview of last message

Sending Messages​

Starting a New Conversation​

  1. Click New Message or Compose
  2. Enter a subject line
  3. Type your message
  4. Attach files if needed
  5. Click Send

Replying to a Thread​

  1. Open the conversation
  2. Type your reply
  3. Add attachments if needed
  4. Click Send or Reply

Attaching Files​

  1. Click the attachment icon
  2. Select files to upload
  3. Files upload with message
  4. Recipients can download

Message Notifications​

Customer Notifications​

Customers receive alerts:

  • Email when new message arrives
  • Portal indicator for unread messages
  • Dashboard widget shows new messages

Staff Notifications​

Your team receives:

  • Notification of new customer messages
  • Alerts for urgent items
  • Digest of portal activity

Reading Messages​

Viewing a Conversation​

  1. Click on the thread
  2. See full message history
  3. Scroll through replies
  4. View attachments

Message Details​

Each message shows:

  • Sender name
  • Date and time
  • Message content
  • Attached files

Marking as Read​

Messages automatically mark as read when:

  • Customer opens the thread
  • Scrolls to the message

Using Messages Effectively​

When to Use Portal Messages​

  • Project questions
  • Selection clarifications
  • Schedule inquiries
  • Document requests
  • General communication

When to Use Other Methods​

  • Urgent matters - call directly
  • Complex discussions - schedule a meeting
  • Sensitive information - use secure methods

Message Participants​

Who Can Participate​

  • Customer contacts on the project
  • Team members assigned to project
  • Anyone added to the thread

Adding Participants​

Staff can add participants to include:

  • Additional team members
  • Other customer contacts
  • Subcontractors (if permitted)

File Attachments​

Supported File Types​

Most common file types:

  • Images (JPG, PNG, GIF)
  • Documents (PDF, DOC, DOCX)
  • Spreadsheets (XLS, XLSX)
  • Other common formats

File Size Limits​

There may be limits on:

  • Individual file size
  • Total attachments per message
  • Storage per project

Downloading Files​

  1. Open the message with attachment
  2. Click on the file name
  3. File downloads to device

Message History​

Keeping Records​

All messages are saved:

  • Full conversation history
  • Attachments preserved
  • Timestamps recorded
  • Searchable archive

Searching Messages​

Find specific messages by:

  • Opening the messages section
  • Using search functionality
  • Filtering by date or sender

Enabling Messages (For Staff)​

Portal Configuration​

  1. Go to Admin → Company Settings
  2. Find Client Portal section
  3. Enable Messages feature
  4. Save settings

Project Setup​

Ensure the project:

  • Has customer contacts assigned
  • Has team members assigned
  • Is in correct stage for portal access

Best Practices​

Response Time​

  • Acknowledge messages promptly
  • Set expectations for response time
  • Use auto-replies if available

Clear Communication​

  • Use descriptive subject lines
  • Be specific in messages
  • Reference relevant items
  • Include necessary details

Professional Tone​

  • Maintain professional language
  • Be helpful and courteous
  • Address concerns directly
  • Follow up when needed

Troubleshooting​

Customer Can't Send Messages​

Check that:

  • Messages feature is enabled
  • Customer has portal access
  • Project is in correct stage
  • Browser is up to date

Staff Not Receiving Notifications​

Verify:

  • Notification settings are enabled
  • Email address is correct
  • Messages aren't in spam folder
  • User has portal notification permissions

Attachments Won't Upload​

Try:

  • Smaller file size
  • Different file format
  • Clearing browser cache
  • Different browser