Message clients from the inbox
Inbox holds one conversation per client. Everyone at the client who has portal access sees it in their portal, and everyone assigned to the client on your side shares it. It appears in the sidebar under Business when client messaging is on.
Who sees which conversations
- Admins and the Owner (shown as Portal admin in the app for now) see every client's conversation and can assign people.
- Team members see only the clients they're assigned to. A Team member with no clients assigned sees an empty inbox.
Start or answer a conversation
- Click Inbox in the sidebar. Unread conversations show a count.
- Click a conversation, or click New message and search for a client.
- Type your message. Press ⌘ Enter (Ctrl Enter on Windows) or click Send. Plain Enter starts a new line.
You can attach one file per message with Attach: images, PDF, Word, Excel, CSV, text or ZIP, up to 20 MB.
The header says who at the client will read it, for example "Anna and Tom see this". If nobody there has portal access yet, it tells you to invite them. See Invite clients to the portal.
Internal notes
Tick Internal note — only your team sees this to leave a note for colleagues, then click Save note. The box turns dashed so you can see it's a note. Notes never reach the client, and show as Note — in the thread list.
Assign people to a client
Assigned people are notified about new messages from that client. If nobody is assigned, the header says Nobody assigned — admins are notified, and every Admin and the Owner hears about it instead.
- Open the client's conversation.
- Click Assign (or the faces) at the top right.
- Pick the people who look after this client.
Delete a message
Click the bin icon beside a message (Delete this message) to delete it. You can delete your own messages; Admins and the Owner can delete anyone's in a conversation, including the client's.
Related: Client messaging settings · Notifications