Managing Messages for Requests

If your firm enables messaging in Client Collaboration, you can securely exchange messages with your clients and other firm staff members through Client Collaboration.

Messages are sent to staff members based on their client responsible staff positions. Message recipients receive an email notification when a message arrives. To ensure the security of communications, the message text is not included in the email notification. Clicking a link in the email notification opens Client Collaboration so you view the message.

Messages can be accessed from two locations in Client Collaboration:

  • The Message Center (the upper right corner of the application). This location gives you access to all messages assigned to you, grouped according to when the message was sent. Collapse and expand these groups by clicking a group header. To open a message, click its View message link.
  • On the Request status pages. Click the icon next to a request to open the message threads for that request. Messages are grouped in threads.

Three message icons are used to indicate the status of messages. Click these icons to view messages.

  • indicates that there are no unresolved messages.
  • indicates that there are unresolved messages available to all firm users.
  • indicates that there are unresolved messages that are assigned to you. The number indicates the number of unresolved messages.

Click a link below to learn more about sending and managing messages in Client Collaboration.

ClosedSend a new message.

  1. If you are not already on a Requests page, click , and then select Requests.
  2. Open the status tab where the request is located by doing either of the following:
    • On the Requests dashboard, click either the status name or status wedge in the Request Status section.
    • From a different status page, select the status from the Request Status filter at the top of the page.
  3. Do one or both of the following as needed to narrow the list of requests to select from:
    • Click above the grid and select a filter set. You can also create a new filter set.
    • Enter all or part of the client name in the search box above the grid.
  4. Click a message icon next to the request.
  5. In the Message pane, select an option from the Service list that indicates which request you are sending a message about.
  6. Enter a topic for the message.
  7. Enter you message in the Message Content text box.
  8. Click .

ClosedReply to a message.

  1. If you are not already on a Requests page, click , and then select Requests.
  2. Open the status tab where the request is located by doing either of the following:
    • On the Requests dashboard, click either the status name or status wedge in the Request Status section.
    • From a different status page, select the status from the Request Status filter at the top of the page.
  3. Do one or both of the following as needed to narrow the list of requests to select from:
    • Click above the grid and select a filter set. You can also create a new filter set.
    • Enter all or part of the client name in the search box above the grid.
  4. Click a message icon next to the request.
  5. At the bottom of the Message pane, locate the message you want to reply to.
  6. Enter your message in the Reply text box.
  7. Click .

ClosedAssign a message thread to yourself or to another client responsible staff position.

At this time, messages can be assigned only to client responsible staff positions. They cannot be assigned to a particular email address.

  1. If you are not already on a Requests page, click , and then select Requests.
  2. Open the status tab where the request is located by doing either of the following:
    • On the Requests dashboard, click either the status name or status wedge in the Request Status section.
    • From a different status page, select the status from the Request Status filter at the top of the page.
  3. Do one or both of the following as needed to narrow the list of requests to select from:
    • Click above the grid and select a filter set. You can also create a new filter set.
    • Enter all or part of the client name in the search box above the grid.
  4. Click a message icon next to the request.
  5. At the bottom of the Message pane, locate the message you want to assign to another staff member.
  6. Click next to the message title and then select either Assign to Me or the client responsible staff position that you want to assign the thread to.

ClosedMark a message thread as resolved.

When you mark a message thread as resolved, you will no longer be able to reply to or delete the thread.

  1. If you are not already on a Requests page, click , and then select Requests.
  2. Open the status tab where the request is located by doing either of the following:
    • On the Requests dashboard, click either the status name or status wedge in the Request Status section.
    • From a different status page, select the status from the Request Status filter at the top of the page.
  3. Do one or both of the following as needed to narrow the list of requests to select from:
    • Click above the grid and select a filter set. You can also create a new filter set.
    • Enter all or part of the client name in the search box above the grid.
  4. Click a message icon next to the request with the thread you want to mark as resolved.
  5. Click the Unresolved tab at the bottom of the Message window.
  6. Click next to the message thread, and then select Resolve.

ClosedPrint a transcript of messages for a request.

  1. If you are not already on a Requests page, click , and then select Requests.
  2. Open the status tab where the request is located by doing either of the following:
    • On the Requests dashboard, click either the status name or status wedge in the Request Status section.
    • From a different status page, select the status from the Request Status filter at the top of the page.
  3. Do one or both of the following as needed to narrow the list of requests to select from:
    • Click above the grid and select a filter set. You can also create a new filter set.
    • Enter all or part of the client name in the search box above the grid.
  4. Click a message icon next to the request with the messages you want to print a transcript of.
  5. At the bottom of the Message window, select the tab with the messages you want to include in the transcript.
  6. Select the check boxes for the messages to include in the transcript. To include all messages in the transcript, select the Select All check box.
  7. Click Print Transcript.

ClosedDelete a message in a thread.

If you contributed the most recent message in an unresolved thread, you can delete that message from the thread. You cannot delete messages added by other users or older messages in the thread using this procedure. You also cannot delete a message from a resolved thread. Deleted messages cannot be recovered.

Note: If the message you are deleting is the only message in the thread, the entire thread is deleted.

  1. If you are not already on a Requests page, click , and then select Requests.
  2. Open the status tab where the request is located by doing either of the following:
    • On the Requests dashboard, click either the status name or status wedge in the Request Status section.
    • From a different status page, select the status from the Request Status filter at the top of the page.
  3. Do one or both of the following as needed to narrow the list of requests to select from:
    • Click above the grid and select a filter set. You can also create a new filter set.
    • Enter all or part of the client name in the search box above the grid.
  4. Click a message icon next to the request with the message you want to delete.
  5. At the bottom of the message window, find the message that you want to delete.
  6. Click next to the message that you want to delete.

ClosedDelete a message thread.

You cannot delete resolved message threads. Deleted messages cannot be recovered.

  1. If you are not already on a Requests page, click , and then select Requests.
  2. Open the status tab where the request is located by doing either of the following:
    • On the Requests dashboard, click either the status name or status wedge in the Request Status section.
    • From a different status page, select the status from the Request Status filter at the top of the page.
  3. Do one or both of the following as needed to narrow the list of requests to select from:
    • Click above the grid and select a filter set. You can also create a new filter set.
    • Enter all or part of the client name in the search box above the grid.
  4. Click a message icon next to the request with the thread you want to delete.
  5. At the bottom of the message window, locate the thread you want to delete.
  6. Click next to the message thread, and then select Delete.

Note: The messaging feature works the same for client users as it does for staff users, with the following exceptions:

  • Client users can access messages by clicking the link at the top of the window or by clicking the Messages tile on the client hub Home page.
  • Client users cannot assign messages to other people.