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Each client has one thread with your firm. Everyone on your team sees the same thread. Clients read and reply from their portal.

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The inbox

Go to Messages in the sidebar. The sidebar shows how many threads are unread.
  • The list on the left has one row per client thread. Unread threads are marked with a count.
  • Choose All or Unread to filter the list.
  • Use Search threads to find a client.
  • Select a thread to open it beside the list.
The thread header shows the client’s status, their checklist progress and Open client. Its ”…” menu has Pin to sidebar. You can also open a client’s thread from the Messages tab on their page.

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Write to a client

1

Open the thread

Select the client in the inbox. To write to a client with no thread yet, select New message and pick the client.
2

Write your message

Type in the box at the bottom. Press Enter to send, or Shift+Enter for a new line. Or select Send.
Messages can be up to 5,000 characters.

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Point to a document

To refer to one of the client’s documents, select the paperclip (Point to a document) and pick a file. The client sees it as a card they can view and download. Clients can attach new files from their portal.

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What else shows in a thread

  • Activity: quiet lines when something happens, such as a bank connected, an item submitted or approved, or a checklist completed.
  • Document comments: comments and replies on a document also appear in the thread. See Documents.

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Edit or delete a message

Hover your own message and open its ”…” menu.
  • Edit: change the text, then select Save. You can edit a message for 5 minutes after sending it. Edited messages show Edited.
  • Delete: removes the message from the thread for you and for the client. You can’t get it back.
You can only edit or delete your own messages. Clients can do the same with theirs.

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Email notifications

Advisor emails people when messages are waiting for them. Each email gives counts and a link. It never includes the message text.
  • Clients are emailed about unread messages from your firm. You can turn this off in Branding.
  • Your team: the client’s advisor is emailed about new messages and submitted items. If the client has no advisor, the firm’s admins are emailed.
Emails wait a few minutes, so a burst of messages becomes one email.