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Use chat to message your agency in real time. Your agency can add more people from your side, such as a colleague, to a conversation so everyone stays in the same thread.

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Open a conversation

Click the chat button in the bottom-right corner of your portal, then open a conversation.

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See who is on the thread

The chat header shows who else from your side is in the conversation, for example You, Sam Lee and 1 other. Messages from other people on your side show their own name and avatar. Chat in the client portal showing the people on the thread

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Reply in the portal or by email

You get each new message by email. You can reply in two ways:
  • Reply in the portal chat.
  • Reply to the email. Your reply appears in the same conversation, under your name.
Send email replies from the address your agency has on file for you. Replies from other addresses are not added to the conversation.

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Good to know

  • You only see the conversations you’re on.
  • Other people on the thread can’t see your email address, and you can’t see theirs.
  • Only your agency can add or remove people. If you’re removed from a conversation, you lose access to it right away.
  • Everyone on your side shares one unread count. A message read by a colleague may no longer show as unread for you.
For a request you want tracked with a status, open a ticket instead. See Getting support.