Communicate with clients and keep internal notes private

Open the correct client conversation and read the recent context before replying. Keep decisions near their tasks, files and milestones.

Send a client message

Check the account and recipient context, then prepare a concise reply. Use supported mentions or attachments to point to the relevant task, file or milestone. Verify the message appears in the intended conversation after sending. If a send result is uncertain, inspect the existing conversation before sending again.

Use internal notes deliberately

Internal message notes and account notes are for the agency. Choose the internal mode explicitly and check its label before saving. Do not assume all comments or attachments are internal merely because an agency user created them.

Email replies

Eligible conversation notification emails can support replying into the same portal conversation. Follow the instructions in that notification and keep its private reply address private. Attachments and inline images are not supported in those email replies; upload the material through the portal instead.

Meeting notes

Connected meeting sources can provide notes for import. Review the intended client and the note's contents before import or sharing. An import can share a notice in client chat by default. Private transcripts and unrelated attendees should not be published simply because an integration found them.