Message clients through the portal

The portal gives each client company one secure message thread. Your clients write to you from Messages in their portal, and your team replies from the backend under Settings → Portal → Client Conversations. There is one thread per client organization, so anyone at that company can read it and pick up where a coworker left off. Clients see only real messages: any internal note your team logs on the thread stays with your team. When a new message arrives, the client's salesperson and the person you set as responsible both get notified.

What the client does

A client opens Messages in their portal, types a message, and sends it. Any portal user at their company can read the thread and reply, so the conversation follows the account, not one person. Messages are plain text, up to 8,000 characters.

Reply from your workspace

Your team answers from the backend, never from inside the client's portal.

1. Open Settings → Portal → Client Conversations.
2. Open the thread for the client company.
3. Post your reply as a message in the record's chatter using Send message.
4. The client sees it on their Messages page.

Choose who gets notified

Each thread notifies the client's organization and the responsible people on your side: the client's salesperson, if they have one, and the Portal messages responsible user you set in Settings → Portal Messages. When both are set, both are notified.

1. Open Settings → Portal Messages.
2. Set Portal messages responsible to the team member who should be notified of client messages. This is especially useful for catching messages from clients without a salesperson.
3. Save.

Related

• Your client portal
• Invite clients & portal roles
• Choose what clients see
• Helpdesk