Every client has a Conversation Feed where they can send you messages, and you can send them messages. Any staff member who has scheduled services for this client (or is marked as a preferred sitter) will be able to see these messages and be notified of any new ones.
Private Messages are a separate message feed on each client's account, visible only between your admin team and the client. Staff will never see these messages or be notified about them. Private messages are great for communication that you would prefer your staff members not to see (like questions on the staff member's performance, invoice questions, etc.).
Enable Private Messaging
By default, Private Messaging is disabled. To enable it, follow these steps:
Navigate to Settings - Client Settings - Portal Settings.
Set "Private Messaging Enabled" to "Yes".
Click the "Save" button.
Only Admins can access the Private Message feed. However, you can give Office Managers access to private messages from the Permissions page.
Disabling Private Messaging
If you prefer to turn off private messaging in the portal altogether, follow these steps:
Navigate to Settings > Client Settings > Portal Settings.
Locate the private messaging option.
Turn off the private messaging feature. This ensures that clients will not be able to send private messages through the portal, encouraging them to use alternative communication methods.
Sending a Private Message to a Client
To send a private message, first, navigate to the client's profile:
If you have enabled Private Messaging, you will see a new sub-tab labeled "Private". Click this tab to open the Private Messages feed.
From this point on, sending a private message works the same way on the normal Conversation Feed; you can type a message and include any number of images and/or attachments. The new message will then be added to the client's Private Conversation Feed.
Deleting a message also works in the exact same way it does on the normal Conversation Feed.
Note: Private Messages will never be sent via Text Message. We only support private messages via email and via the App (push notifications).
Strategies to Discourage Private Messaging
If you wish to reduce or redirect private messages, but not disable the feature entirely, consider these proactive measures:
Send a mass email or communication: Inform clients that private messages won’t be monitored during specific periods, such as your absence, and provide alternative ways for them to reach out. For example, suggest email or phone communication instead.
Add a portal announcement banner: Use the announcement banner function within the Client Portal to display a notice, prominently visible to clients when they log in. This banner can outline your preferences for communication and encourage clients to follow the suggested methods. By combining these approaches, you can manage private messages in a way that suits your workflow and availability.