Messaging and Communication Workflow

Overview

Messages is a client communication feature in the left sidebar under Sales. It provides a threaded conversation channel between your business and each client, with every thread scoped to a specific job or quote. Clients reply through the Client Portal, and email notifications keep both sides informed. Because any authorised team member can pick up a thread, conversations are not lost when staff change — a Supervisor or Admin can step in if the original responder is unavailable. This guide covers the Messages area, starting and replying to conversations, email notifications, and how communication reaches clients and your team.

Who This Workflow Is For

Business Owners, Admins, Supervisors, and Finance users can view and reply to all message threads, making them the usual first responders. Tradies and Apprentices can view and reply to threads only for jobs related to them, so a field worker can answer a client question about their own job without seeing unrelated conversations. Clients send and receive messages through the Client Portal.

Before You Start

The Client Portal must be enabled in Business Settings under the Site tab before messages can be exchanged with clients. Every conversation must be scoped to a job or quote, so the relevant record must exist. To message about a quote, the quote must first have been sent to the Client Portal.

End-to-End Workflow

Step 1: Open the Messages area

1. In the left sidebar under Sales, select Messages. The Messages page opens with a Threads panel on one side and a conversation area on the other.

Step 2: Start a new conversation

1. Select New conversation. A modal opens prompting you to select the client and related job or quote.
2. Choose the client from the Client dropdown — the job or quote dropdown then activates and shows only records associated with that client.
3. Select the relevant job or quote (a quote appears only once it has been sent to the Client Portal), then select Confirm. The conversation thread opens in the conversation panel.

Step 3: Send your message

1. Type your message in the reply text box. Messages are text only — attachments are not supported.
2. Select Send Reply. The client receives an email notification from notifications@mg.myapprentice.app showing your business name, the scope (quote or job), a message preview, and a View Message button.

Step 4: The client reads and replies

The client responds through the Client Portal.

1. The client opens the email and selects View Message, which opens the Client Portal.
2. They see a Conversations list organised by quote or job, with an unread indicator (blue dot).
3. They open the relevant conversation, type a reply, and send it. The client’s reply appears in your Messages thread attributed as Client.

Step 5: Reply to an existing thread

When a client replies, an unread badge (red circle) appears on the Messages item in the sidebar and in the dashboard notification area, helping the team see what is waiting.

1. Open Messages and select the thread with the unread badge.
2. Review the conversation history (every message shows the sender name and timestamp).
3. Type your reply and select Send Reply. The client is notified by email again.

Step 6: Continue the conversation

1. Any authorised user can continue a thread, which supports handovers when a team member is absent or leaves. A Supervisor or Admin can step in if the original responder is unavailable.
2. The conversation history stays intact and visible to everyone with thread access.

Common Issues & Limitations

• Client Portal required. If the portal is not enabled, clients cannot receive or reply to messages.
• No attachments. Messages are text only — no files or images can be attached. Share photos through the job’s portal sharing settings instead (see the Client Portal Workflow).
• Scope is mandatory. Every conversation must be tied to a job or quote. A quote can only be used as a conversation scope once it has been sent to the Client Portal.
• Disabling the portal cuts off the client. If the Client Portal is disabled mid-conversation, the client loses access and cannot reply.
• Thread visibility by role. Tradies and Apprentices only see threads for their own jobs; they cannot view other clients’ conversations.

What Happens Next

Client messages keep a job or quote moving — a question answered through Messages can unblock a quote acceptance or clarify job details. Unread client messages also appear as attention items, so the conversation feeds directly into your daily Dashboard review.

Related Guides

• Client Portal Workflow
• Dashboard and Reporting Workflow
• Client Enquiry to Accepted Quote
• Creating a Job and Completing the Work