Skip to main content

Portal Messages

Portal Messages provide a dedicated communication channel between your customers and your team, all within the context of their project. Unlike email, portal messages keep conversations organized by project, maintain a complete history, and ensure nothing gets lost in crowded inboxes.

Why Use Portal Messages?​

Portal messages offer several advantages over traditional email:

  • Project Context: Every message is tied to a specific project, so conversations stay organized and relevant information is easy to find.
  • Complete History: All messages are preserved in the system, creating a permanent record of customer communications.
  • Team Visibility: Staff members can view and respond to customer messages, making handoffs and collaboration easier.
  • Secure Channel: Messages stay within your system rather than traveling through external email servers.

How Message Threads Work​

Messages are organized into threads—conversations grouped by topic. Each thread has a subject line and contains all related messages in chronological order.

When a customer or staff member starts a new conversation, they create a new thread. All replies to that conversation stay within the same thread, keeping the discussion organized. This is similar to email threads, but with the benefit of being tied directly to the project.

What Customers See​

On the messages page, customers see:

  • A list of all their conversation threads, with the most recent activity at the top
  • An unread indicator showing which threads have new messages
  • A preview of the last message in each thread
  • The date and time of the last activity

Starting a New Conversation​

To start a new message thread:

  1. Navigate to the Messages section in the portal
  2. Click New Message or Compose
  3. Enter a descriptive subject line that summarizes the topic
  4. Write your message in the text area
  5. Optionally attach any relevant files
  6. Click Send

The subject line is important—it helps both the customer and your team quickly identify what the conversation is about when scanning the message list.

Replying to an Existing Thread​

To continue a conversation:

  1. Click on the thread from the messages list
  2. Review the conversation history if needed
  3. Type your reply in the message field at the bottom
  4. Add any attachments if relevant
  5. Click Send or Reply

All replies appear in chronological order within the thread, so anyone viewing the conversation can follow the full discussion.

Message Indicators​

Dashboard Widget​

The customer dashboard includes a messages widget that displays the number of unread messages. This provides a quick way for customers to see if they have new messages waiting, with a link to go directly to the messages section.

Automatic Read Tracking​

Messages are automatically marked as read when the customer opens and views the thread. There's no need to manually mark messages—simply viewing them updates the read status.

Staff Access to Messages​

Your team can view and respond to customer messages from within the project details in ReadyBuild.

note

Portal messages do not send email notifications to staff. Your team should check the messages section regularly to stay on top of customer communications.

Staff members can:

  • View message threads associated with projects
  • Respond to customer messages
  • Start new conversations with customers
  • See the full conversation history

Attaching Files to Messages​

Both customers and staff can attach files to messages, making it easy to share documents, photos, and other materials.

How to Attach Files​

  1. While composing a message, click the attachment icon (usually a paperclip)
  2. Select one or more files from your device
  3. Wait for the files to upload (a progress indicator may appear)
  4. Complete your message and click Send

The attached files are sent along with your message and become part of the permanent conversation record.

Supported File Types​

The messaging system accepts most common file types:

CategoryFormats
ImagesJPG, PNG, GIF, BMP, WEBP
DocumentsPDF, DOC, DOCX, TXT, RTF
SpreadsheetsXLS, XLSX, CSV
OtherZIP files and other common formats

Downloading Attachments​

To download a file that was attached to a message:

  1. Open the thread containing the attachment
  2. Find the message with the attached file
  3. Click on the file name or download icon
  4. The file will download to your device

When to Use Portal Messages​

Portal messages work best for asynchronous communication that doesn't require an immediate response.

Good uses for portal messages:

  • Questions about project status or timeline
  • Requests for clarification on selections or specifications
  • Sharing documents like contracts, change orders, or selections
  • Following up on previous discussions
  • Non-urgent inquiries that can wait for a response

Consider other communication methods for:

  • Urgent matters: Call directly for time-sensitive issues
  • Complex discussions: Schedule a meeting or video call when back-and-forth would be more efficient
  • Sensitive information: Use appropriate secure channels for highly confidential data

Message History and Records​

Every message sent through the portal is permanently saved, creating a complete communication record for each project.

What Gets Saved​

  • The full text of every message
  • All file attachments
  • Sender information
  • Exact date and time of each message
  • Read receipts and status

Finding Past Messages​

To locate a specific message or conversation:

  1. Open the Messages section
  2. Scroll through the thread list (threads are ordered by most recent activity)
  3. Click into a thread to see the full conversation history

This history remains available for the life of the project and serves as documentation of all customer communications.