Every client has a dedicated Conversation Feed where you can communicate directly with each client. The Conversation Feed will store a complete history of every message sent and received.
By default, messages sent through the client's Conversation Feed will be delivered by email. If your company has Text Messaging enabled, these messages can also be delivered by text message. Similarly, if you have Text Messaging enabled, your client can text your company number, and the message will be automatically added to their Conversation Feed.
Note: If you would like to review any of the emails that are sent to your clients, we recommend enabling the Include System Notification In Conversation Feed setting in the Settings > Advanced > Notifications. These notifications will populate in the client's conversation whenever a System Notification (such as an invoice or service confirmation) is emailed to them and can be distinguished from regular messages by their orange border. These messages can only be viewed by Admins and Office Managers with the correct permissions, and when you click on them, a preview of the email that was sent to the client will be displayed.
If system notifications are not appearing in the Conversation Feed, ensure that the "Include System Notifications in Conversation Feed" setting is enabled in Settings → Advanced → Notifications. This setting applies only to messages sent after it is enabled and does not retroactively affect past communications.
IN THIS ARTICLE
Sending A Message To A Client
To send a message to a client, first visit their profile. The first tab listed will be their Conversation Feed:
To add a new message, click on the box labeled "Add a Message...":
Begin typing your message. You can also add any number of attachments by clicking the "Attachment" button. You can also remove attached files by clicking the "Remove Image" link under each attachment.
You can add messages to the client's Conversation Feed with the following visibilities:
Client, Staff & Admin: All staff, admin, and the client can view this message.
Staff & Admin Only: The client will not be able to view this message. It is a private note for admins and staff.
Admin Only: Only visible to admins.
If you have Text Messaging enabled and your client has texting enabled, you will also have the option to select how this message is delivered:
When your message is ready, click the "Send" button.
Filtering Messages
You can also filter for certain messages through the Conversation Feed. To access the filters, click the "No Filters Applied" button at the top of the feed.
After clicking this button, you'll be shown a set of filters to apply, such as by date, message type, attachments, and more.
Note: For more information about Time To Pet's messaging tools, please check out the following help articles:
Deleting A Message To A Client
To delete a message, navigate to the client's conversation feed, locate the message you want to delete and click "Remove Message".
To view a history of deleted messages, click on the History tab on any client's profile -> then click the Conversations tab.
Note: if an email notification is sent and a message is deleted, there is no way to delete the delivered email notification that was sent. Deleting a message just removes it from the client's conversation feed.
Using The Conversation Feed In The Mobile App
To access a client's Conversation Feed from the mobile app, navigate to your client list by tapping the "Clients" option from the menu at the bottom of the page. You'll then select a client from the list, which will take you to their profile.
Once on the client's profile, tap the "Chat" option at the bottom of the page.
On the following page will be the client's conversation feed. This will show any messages or reports that have been delivered to the client. To send a new message tab the "New Button" near the bottom of the page.
You'll then be brought to a page where you'll be able to enter a message and send any attachments. Once your message is ready, tap the "Send" option at the bottom of the page.
If you are an Admin or an Office Manager, you'll also have the option to schedule your message. To schedule a message, tap the clock icon next to the "Send" button.
Troubleshooting and Ensuring Message Visibility
Common Issues and Solutions
1. Client Replies Not Appearing in the Conversation Feed
Email Replies to Visit Report Notifications: Client replies will only populate in the Conversation Feed if they respond above the designated reply line in the automated email. Instruct clients to type their response above the indicated line before sending. If the issue persists, further investigation may be required.
Replies to Invoice Emails: Email replies may not appear if the client didn’t properly reply to the message thread or if their email wasn’t routed into the system. To ensure visibility, encourage clients to log into their Time To Pet client portal and send messages directly through the Conversation Feed. Messages sent via the portal are immediately visible.
2. Mass Emails Not Showing in the Conversation Feed
Mass emails will only appear in the Conversation Feed if the “Copy to Conversation Feed” option is selected when sending. If this option isn’t chosen, the email will still be delivered and tracked but won’t appear in the feed. Note that there is no way to verify after the fact whether this option was selected.
3. Manually Sent Emails Missing from the Conversation Feed
Not all communications sent through Time To Pet appear in the Conversation Feed by default. For example, invoice emails and other system-generated messages will only show in the feed if the “Include System Notifications in Conversation Feed” setting is enabled. To enable this:
Navigate to Settings → Advanced → Notifications.
Turn on the “Include System Notifications in Conversation Feed” option.
This setting applies only to messages sent after it is enabled and does not retroactively affect past communications.
Best Practices for Ensuring Message Visibility
1. Replying to Time To Pet Emails
Clients should reply directly to the Time To Pet confirmation email without forwarding or changing the subject line. This ensures their messages are properly routed into the Conversation Feed.
If their organization uses strict email filters, ask their IT team to whitelist messages from the
timetopet.comdomain.
2. Using the Client Portal
Encourage clients to use the Time To Pet client portal for sending messages. Messages sent through the portal are immediately visible in the Conversation Feed, ensuring reliable delivery and tracking.
3. Text Messaging in Time To Pet
When texting is enabled, all outgoing texts use a single, local “text message only” phone number selected by your company. Clients can reply to this number, and their replies will automatically appear in the Conversation Feed. Note that replies are not delivered as SMS to personal phones; instead, push or email notifications are sent based on your notification settings.
FAQs
Can private messages be sent as SMS?
No, messages sent through the Private Message feed are not sent as SMS and will not appear in the SMS communication list.
Why don’t all emails appear in the Conversation Feed?
System-generated communications, such as invoice emails, will only appear in the feed if the “Include System Notifications in Conversation Feed” setting is enabled. This setting is visible only to Admins and Office Managers with the correct permissions.
