💬 Using Messages in the Conversation Panel (Firm Users)

The Messages feature in the Conversation panel is designed to help Firm Users communicate clearly with Client Users while keeping conversations easy to track and organized.

While Client Users can send messages at any time, best practice is to use Messages primarily to respond to client messages, and use Client Tasks for requests, follow-ups, and structured communication.

👀 Where to find Messages

You can access Messages from the Conversation panel inside a client workspace.

Navigation path:

Client Workspace > Conversation panel > Messages tab

✅ Best practice: Messages vs. Client Tasks

Using Messages and Client Tasks together helps keep communication clean and intentional.

💬 Use Messages to:

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

Messages are best for back-and-forth communication that doesn’t require a specific action or deliverable.

📋 Use Client Tasks to:

• Ask clients questions that require a response
• Request documents or files
• Send documents to clients
• Share a meeting scheduling link
• Communicate important updates (such as out-of-office notices or upcoming firm closures)
• Track outstanding, answered, and read communications in one organized view

Client Tasks give you a structured way to manage requests and responses, so nothing gets missed.

🔁 Replying to client messages

When a Client User sends a message, Firm Users can reply directly within the Messages tab to:

• Provide clarification
• Ask follow-up questions
• Continue the conversation without creating a new task

This keeps the discussion tied to the original message and easy to review later.

📎 Attachments in Messages

Both Firm Users and Client Users can add attachments directly to Messages.

Attachments shared in Messages:

• Appear within the conversation thread
• Remain visible for future reference
• Help keep context alongside the discussion

📌 Pinning important messages

Important messages can be pinned in the Conversation panel to keep key information easy to find.

Pinning is useful for:

• Critical instructions
• Ongoing clarifications
• Messages you want to reference throughout the engagement

✨ Summary

For the best experience:

• Use Messages to respond to client communication and clarify details
• Use Client Tasks for requests, document exchange, important updates, and trackable action items
• Take advantage of attachments and pinned messages to keep conversations clear and organized

This approach helps Firm Users stay responsive while maintaining a structured, easy-to-manage communication workflow.