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Messaging & Communication

How to use the internal messaging system for team and client communication

Messaging & Communication

Learn how to use the built-in messaging system to communicate with team members and clients directly within your workspace.

Overview

The Messaging feature provides real-time communication between team members and clients without relying on external email. All conversations are organized, searchable, and kept within your workspace for easy reference.

Key Features

  • Direct Messaging: One-on-one conversations
  • Group Conversations: Multi-participant discussions
  • File Attachments: Share files within messages
  • Message History: Complete conversation archives
  • Read Receipts: See when messages are read
  • Real-time Notifications: Instant message alerts
  • Search: Find messages and conversations quickly
  • Mobile-friendly: Access messages on any device

Use Cases

  • Team Collaboration: Discuss projects and tasks internally
  • Client Communication: Quick questions and updates with clients
  • File Sharing: Share documents, images, and files
  • Project Discussion: Coordinate on specific requests or projects
  • Support: Provide quick assistance without formal tickets

Prerequisites

Module Requirements

  • Messaging Module: Must be enabled in workspace settings
  • Plan Access: Messaging feature included in your plan
  • Permissions: Appropriate messaging permissions

Permissions Required

  • view_messages: See conversations and messages
  • send_messages: Send messages and create conversations
  • delete_messages: Delete own messages

Getting Started

Accessing Messages

For Team Members:

  1. Navigate to Messages in the main navigation
  2. View list of conversations
  3. See unread message count
  4. Access message history

For Clients:

  1. Navigate to Messages in client portal
  2. View conversations with team members
  3. Create new conversations
  4. Reply to existing messages

Message Interface

Conversation List:

  • List of all conversations
  • Participant names/avatars
  • Last message preview
  • Unread message indicator
  • Timestamp of last message

Conversation View:

  • Full message history
  • Send new messages
  • Attach files
  • Message timestamps
  • Read status indicators
  • Participant list

Creating Conversations

Starting a Direct Conversation

As a Team Member:

  1. Click New Conversation or New Message
  2. Select recipient:
    • Choose team member for internal chat
    • Choose client for client communication
  3. Type your message
  4. Add attachments if needed (optional)
  5. Click Send
  6. Conversation created automatically

As a Client:

  1. Click New Message
  2. Select team member to contact
  3. Write your message
  4. Attach files if needed
  5. Send message
  6. Team member receives notification

Group Conversations

Creating Group Chats (Team Members Only):

  1. Click New Conversation
  2. Select Group Conversation
  3. Choose multiple participants
  4. Enter conversation title (optional)
  5. Send initial message
  6. All participants notified

Group Features:

  • Multiple team members
  • Shared file access
  • Group notifications
  • Conversation title
  • Participant management

Sending Messages

Composing Messages

Message Composition:

  1. Select conversation or start new one
  2. Click in message box
  3. Type your message
  4. Format text if needed (bold, italic, links)
  5. Add attachments (optional)
  6. Press Enter or click Send

Message Features:

  • Plain text messaging
  • Basic text formatting
  • Emoji support
  • Line breaks and paragraphs
  • Mention participants (if group chat)

Attaching Files

Adding Attachments:

  1. Click attachment icon/button
  2. Select files from your computer
  3. Multiple files can be attached
  4. See file preview before sending
  5. Send message with attachments

Supported File Types:

  • Documents (PDF, Word, Excel, etc.)
  • Images (JPG, PNG, GIF, etc.)
  • Videos (MP4, MOV, etc.)
  • Archives (ZIP, RAR, etc.)
  • Other file types as configured

File Size Limits:

  • Maximum size per file: Varies by plan
  • Multiple files per message: Varies by plan
  • Total attachment size: Plan-dependent

Message Actions

After Sending:

  • Edit message (if enabled and within time limit)
  • Delete own message
  • Copy message text
  • Download attachments
  • Reply to specific message (threading)

Managing Conversations

Conversation Actions

Available Actions:

  • Mark as read/unread
  • Mute notifications
  • Archive conversation
  • Delete conversation
  • Search within conversation
  • Export conversation history

Archiving Conversations

Archive Old Conversations:

  1. Open conversation menu
  2. Select Archive
  3. Conversation moved to archive
  4. Still searchable and accessible
  5. Can be unarchived at any time

Benefits of Archiving:

  • Cleaner conversation list
  • Preserve important history
  • Reduce clutter
  • Easy to restore when needed

Searching Messages

Search Functionality:

  • Search all conversations
  • Search within conversation
  • Filter by participant
  • Filter by date range
  • Search attachments and files

Search Tips:

  • Use specific keywords
  • Filter by sender
  • Use date filters for recent messages
  • Search file names for attachments

Notifications

Message Notifications

Notification Types:

  • Desktop Notifications: Browser alerts for new messages
  • Email Notifications: Email summary of messages (if enabled)
  • In-app Badges: Unread count indicators
  • Sound Alerts: Optional sound for new messages

Notification Settings:

  • Enable/disable notifications
  • Set quiet hours
  • Mute specific conversations
  • Choose notification sound
  • Email digest frequency

Managing Notifications

Customizing Alerts:

  1. Go to user profile settings
  2. Navigate to Notifications
  3. Configure message notification preferences
  4. Set quiet hours if needed
  5. Save preferences

Muting Conversations:

  • Temporarily disable notifications for specific conversation
  • Useful for active group chats
  • Can be unmuted at any time
  • Still see unread indicators

Best Practices

Effective Communication

  1. Clear Messages: Be concise and specific
  2. Professional Tone: Maintain professionalism
  3. Timely Responses: Reply promptly to messages
  4. Use Appropriate Channel: Choose between messages, tickets, or requests appropriately
  5. File Organization: Name files clearly before sharing

Team Messaging

  1. Group Chats: Use for team collaboration
  2. Project Discussion: Keep conversations focused
  3. File Sharing: Share relevant documents
  4. Quick Questions: Use for fast communication
  5. Follow Up: Ensure important items aren't forgotten

Client Communication

  1. Professional Language: Maintain business tone
  2. Response Time: Set expectations for reply time
  3. Use Wisely: Save formal communication for tickets/requests
  4. File Security: Ensure sensitive files are properly shared
  5. Clear Instructions: Provide detailed guidance when needed

Message Organization

  1. Archive Regularly: Keep active conversations visible
  2. Use Search: Find old messages easily
  3. Clear Subject: Use descriptive initial messages
  4. Group Related: Keep related discussions in one thread
  5. Delete Unnecessary: Remove obsolete conversations

Message vs. Ticket vs. Request

When to Use Messages

Ideal for:

  • Quick questions
  • Informal updates
  • Team coordination
  • File sharing
  • Brief discussions
  • Immediate communication

Not ideal for:

  • Formal support requests
  • Project deliverables
  • Trackable work items
  • Long-term reference
  • Complex issues

When to Use Tickets

Ideal for:

  • Technical support
  • Bug reports
  • Help requests
  • Issue tracking
  • SLA-bound support

When to Use Requests

Ideal for:

  • Project work
  • Service deliverables
  • Billable work
  • Structured workflows
  • Client projects

Troubleshooting

Common Issues

Messages Not Sending

  • Check internet connection
  • Verify send permissions
  • Check file size limits
  • Try refreshing page
  • Clear browser cache

Notifications Not Working

  • Check notification permissions in browser
  • Verify notification settings in profile
  • Check if conversation is muted
  • Review workspace notification settings
  • Test with different browsers

Can't See Conversations

  • Verify messaging module is enabled
  • Check view_messages permission
  • Ensure you're in correct workspace
  • Try refreshing the page
  • Check if conversations are archived

File Attachments Issues

  • Check file size limits
  • Verify file type is allowed
  • Try smaller files
  • Check storage space available
  • Test with different file types

Performance Issues

Slow Message Loading

  • Archive old conversations
  • Clear browser cache
  • Check internet connection
  • Reduce number of open conversations
  • Close unused browser tabs

Missing Messages

  • Check conversation history
  • Verify message wasn't deleted
  • Look in archived conversations
  • Check date filters
  • Search for specific content

Mobile Access

Using on Mobile Devices:

  • Access through mobile browser
  • Responsive interface
  • Touch-friendly controls
  • File upload from mobile
  • Push notifications (if enabled)

Mobile Tips:

  • Bookmark messages page for quick access
  • Enable mobile notifications
  • Use mobile app if available
  • Test file uploads on mobile
  • Save important files locally

Advanced Features

Advanced Search Options:

  • Full-text search
  • Filter by sender
  • Date range selection
  • Attachment search
  • Conversation filtering

Conversation Management

Bulk Operations:

  • Mark multiple as read
  • Archive multiple conversations
  • Delete multiple conversations
  • Export multiple conversations

Integration Features

Integration with Other Features:

  • Link to requests
  • Reference tickets
  • Share client information
  • Attach invoices
  • Connect to tasks

Message Export

Exporting Conversations:

  1. Open conversation
  2. Click export option
  3. Choose export format (PDF, CSV)
  4. Select date range if needed
  5. Download exported file

Use Cases for Export:

  • Record keeping
  • Compliance requirements
  • Audit trails
  • Backup purposes
  • Legal documentation

Privacy and Security

Message Privacy

  • Messages visible only to conversation participants
  • Team members can see internal conversations
  • Clients see only their own conversations
  • Admins have oversight capabilities
  • Deleted messages handled per configuration

Data Security

  • Encrypted transmission
  • Secure file storage
  • Access control based on permissions
  • Audit logging for compliance
  • Regular security updates

Best Practices for Security

  1. Sensitive Information: Avoid sharing passwords or sensitive data
  2. Verify Recipients: Double-check who you're messaging
  3. File Security: Be cautious with confidential files
  4. Regular Cleanup: Delete unnecessary conversations
  5. Report Issues: Report suspicious activity immediately

Getting Help

For messaging-related issues:

  1. Check module is enabled in workspace settings
  2. Verify your permissions and role
  3. Test in different browsers
  4. Review notification settings
  5. Check plan limitations
  6. Contact workspace administrator for advanced issues

Payment Providers

Configure Stripe and PayPal for accepting payments

File Storage & Management

How to use the file storage system for organizing and sharing files with clients