Messages

Private 1:1 conversations between your team and individual end users, per project.

Conversations can also start as a live chat on your own site. They arrive here like any other thread, with a Chat badge and an Active chats filter.

Private messages can be turned off per project — see Project Settings.

Replies you send often can be saved as canned responses and inserted with a / shortcut.

• Threads: each conversation is a thread with an end user, marked open or closed.
• Email loop: end users get replies by email (sent from your project’s name) and can respond directly to the email — replies land back in the thread automatically.
• Starting threads: open one from a customer’s page or from Messages → New.

Thread lifecycle

• Open — active conversation, replies expected
• Closed — conversation completed, no further replies accepted

Email loop

End users receive replies by email from your project’s name. They can respond directly to the email, and replies land back in the thread automatically. This creates a seamless conversation that continues whether the user engages via the portal or email.

Starting a thread

1. From a customer’s detail page, click Message
2. Or go to Messages → New and enter the customer’s email
3. Write your message and send
4. The customer receives an email notification

Thread history

Every message in a thread shows:

• Body — the message content
• Via — how it was sent (email, web, or system)
• Timestamp — when it was sent
• Sender — whether it’s from the member or end user

Closing threads

Mark a thread as closed when the conversation is complete. Closed threads are archived but still viewable for reference.