Messages

The Messages page is your inbox for customer questions about your projects. Every question a client asks lands here as a message you can read, reply to, and — with a team — hand off to the right person. Any pending invitations to join a workspace or organization appear at the top.

Invitations

If someone has invited you to a workspace or organization, a card at the top shows it — with the name and the role you'd get. Accept to join, or Decline.

The message feed

Below that is the feed of customer messages. A counter shows how many are unread, and a note flags how many are directed specifically at you.

• Search by sender name, email, or message text.
• Filter by status (Unread, Read, Answered), by priority (Normal, Urgent), and by project.
• Sort by date or priority.
• Only for me narrows the feed to messages you're responsible for.

Each message shows the sender, the project it's about, and — when relevant — which update it refers to. Badges call out priority, whether it's for you, which team it's assigned to, who's handling it, and any escalation or missed deadline.

Working a message

From a message you can:

• Mark as read / mark as unread.
• Mark as answered once it's resolved.
• Delete it.

Team handling (tickets)

When a message is routed to a team, it becomes a ticket everyone on that team sees:

• Claim it to take ownership, or release it back to the team.
• Owners and admins can reassign a claimed ticket to another team member.
• On Pro, owners and admins can escalate a message to the next step in the workspace's escalation chain.

Replying (Pro)

Open Reply to answer inline. A reply can be:

• Public — emailed to the customer. It also appears on the client's public page once the project's disclosure is set to full content.
• Internal — visible only in the dashboard, with no email and no change to the message's status.

You can reference specific updates and items from the project inside your reply.