💬 Using Messages in the Conversation Panel (Firm Users)

Communicate with Client Users directly while keeping conversations organized and easy to follow.

The Messages feature in the Conversation panel allows Firm Users and Client Users to communicate in real time within the client workspace. Messages are best used for quick replies, clarifications, and ongoing conversation threads.

While Client Users can send messages at any time, Firm Users typically use Messages to respond to client communication. For requests, document collection, and structured follow-ups, Client Tasks are the recommended tool.

👀 Where to Find Messages

Messages are located inside the Conversation panel of a client workspace.

Navigation path:

Client Workspace > Conversation panel

This panel displays the full message thread between your firm and the client, allowing both sides to view and respond to messages in one place.

💬 When to Use Messages

Messages are best for conversational communication that does not require a structured request or tracked action.

Use Messages to:

• Reply to Client Users’ messages
• Clarify details or answer quick follow-up questions
• Continue an existing conversation thread
• Provide quick updates or confirmations

Messages keep discussions organized in a single thread so both your team and the client can easily review the conversation history.

📋 When to Use Client Tasks Instead

For requests or communication that require action from the client, Client Tasks are the better option.

Use Client Tasks to:

• Ask clients questions that require a response
• Request documents or files
• Send documents to clients
• Share meeting scheduling links
• Communicate important updates such as firm closures or out-of-office notices
• Track outstanding, answered, and read requests

Client Tasks provide a structured workflow that makes it easier to track communication and ensure nothing gets missed.

🔁 Replying to Client Messages

When a Client User sends a message, Firm Users can reply directly within the Conversation panel.

Replying within the existing thread allows you to:

• Provide clarification
• Ask follow-up questions
• Continue the discussion without creating a separate task

Keeping replies within the same thread ensures the full conversation history remains easy to review.

⏰ Schedule Messages to Send Later

Firm Users can schedule messages to be sent at a later time using the Send Later feature — a frequently requested enhancement by many firms.

This allows you to prepare a response now and have it delivered automatically at a scheduled time.

To schedule a message:

1. Type your message in the message field.
2. Click the Send Later / schedule icon next to the Send button.
3. Choose one of the preset times or select Custom time.
4. Confirm the scheduled send time.

Once scheduled, the message will be sent automatically at the selected time.

You can also select View scheduled messages from the same menu to review or manage messages that are waiting to be sent.

This is helpful when you want to:

• Send messages during business hours
• Prepare responses ahead of time
• Avoid sending late-night messages to clients
• Schedule reminders or updates

📎 Attachments in Messages

Both Firm Users and Client Users can include attachments when sending messages.

Attachments shared in Messages:

• Appear directly in the message thread
• Remain visible alongside the conversation
• Provide context for the discussion

📌 Pinning Important Messages

If a message requires follow-up or should remain easy to find, it can be pinned.

Pinned messages:

• Appear in the Pinned Panel of the client’s Internal Workspace
• Can be assigned to a Practice User using Who Needs To Take Action?
• Can be marked To-Do or Done to track progress

Pinning messages is useful for highlighting important information or reminders that your team should revisit later.

✨ Summary

For the best experience:

• Use Messages to respond to client communication and maintain conversation threads
• Use Client Tasks for requests, document collection, and structured follow-ups
• Use Send Later to schedule messages to be delivered at a specific time
• Use Attachments to provide context within the conversation
• Use Pinned Messages to highlight important information for your team

Using Messages and Client Tasks together helps your firm maintain clear, organized communication while ensuring important client requests are properly tracked.