Messages
The Messages tab in the Customer Portal provides a direct communication channel between your customers and your service team. Customers access it from the Messages tab to start conversations, ask questions, and get support—all within the portal instead of through phone calls or personal emails.
What customers can do
From the Messages tab, your customers can:
View their conversation history with your team
Send new messages or reply to existing threads
Attach photos to their messages
Start new conversations when they have questions or need assistance
If a customer hasn't started any conversations, they'll see a prompt to begin a conversation with your team.
How staff respond
Messages sent through the Customer Portal appear in your Messages inbox in the Admin Dashboard, where your staff can read, respond, and manage conversation status. Your team can use quick replies, AI-assisted reply suggestions, and status tracking (Active, Resolved, Escalated) to handle customer inquiries efficiently.
Benefits for your business
Reduced phone calls and emails — Customers can reach out through the portal instead of calling your office
Documented communication trail — All conversations are recorded and searchable from your dashboard
Integrated workflow — Staff manage messages in the same system they use for scheduling, billing, and service records
The Messages tab gives your customers a simple way to communicate while keeping your team organized in the Admin Dashboard.