Client Messages
Client Messages is the firm-side inbox at Client Messages where advisors handle conversations clients start from the portal. Every client message across your firm's businesses appears in one threaded view, linked to its business, with a status workflow so questions reach resolution. Clients send from their portal; advisors work here.
Key capabilities
- Single firm inbox across all businesses
- Subject, category (General, Document Request, Tax Question, Payment, Other), and status (Open, Waiting on client, Resolved)
- Threaded history with client and advisor message bubbles
- Reply inline; advisor replies notify the client by email and in the portal
- One-click status transitions: Mark Waiting → Resolve → Reopen
- Filter by status and category; per-conversation unread dot and sidebar badge
- Read receipts on each message
- AI Draft suggested reply with one-click Use Draft
- New conversations email and Slack the firm (respecting email preferences)
- Cursor-paginated list with business name, preview, and time
How it works
Clients start conversations from their portal. A new conversation notifies the firm (email + Slack), then lands in Client Messages. Advisors reply (notifying the client) and move status through its lifecycle.
flowchart TD
client["Client starts conversation"] --> notify["Firm notified"]
notify --> inbox["Client Messages inbox"]
inbox --> reply["Advisor replies"]
reply --> clientnotif["Client notified"]
reply --> status{"Status workflow"}
status --> waiting["Waiting on client"]
status --> resolved["Resolved"]
resolved --> open["Open"]How to use it
- Open Client Messages from the sidebar.
- Use status and category filters; click Refresh to reload.
- Click a conversation — messages render as bubbles; opening marks client messages read.
- Type in the composer and press Enter to send (Shift+Enter for newline). Limit: 10,000 characters.
- Click AI Draft, then Use Draft to edit a suggested reply before sending.
- Move status: Mark Waiting, Resolve, or Reopen.
- Watch the sidebar unread badge for conversations with unread messages.
Pro tips
- Use Client Messages instead of email so the exchange stays searchable and linked to the business.
- Set Waiting on client after you reply — it signals the ball is in their court.
- Lean on AI Draft for routine replies, then personalize.
- Triage with the category filter: handle all Document Requests or Tax Questions in one pass.
- Mark Resolved when closed; Reopen if the client follows up.
In-depth guide
Who starts conversations
Conversations are client-initiated from the portal with a subject, category, and first message. Advisors reply and manage status — they do not start conversations from the firm side.
Categories and status
| Category | Use |
|---|---|
| General | Default |
| Document Request | Client needs or is sending a document |
| Tax Question | Tax-related |
| Payment Question | Billing or payment |
| Other | Does not fit above |
| Status | Meaning |
|---|---|
| Open | Active, needs attention |
| Waiting on Client | Ball is in the client's court |
| Resolved | Closed — use Reopen if it returns |
Notifications and related features
New conversations email firm members and post to the firm's Slack webhook. Advisor replies email the client with a portal link. Notifications respect each user's messages email preference; failed sends do not delete the message.
AI Draft generates a suggested reply from conversation context — nothing sends automatically. Client Messages is distinct from Threads, which attach comments to a specific record (transaction, invoice, bill). Use Threads for record-level discussion; use Client Messages for general client back-and-forth.
No file attachments on messages — share documents through Document Requests or the client portal instead.