Client Portal Messaging: How Replies Work in Ontraccr
💬 Client Portal Messaging: How Replies Work in Ontraccr
In addition to sending broadcast messages to customers via the Client Portal, Ontraccr supports two-way messaging between you and your clients. This article explains how client replies are handled, where to find them, and how to manage ongoing conversations.
📨 Where Replies Appear
1. Client Portal > Communication Tab
- Every customer profile that has a Client Portal account includes a Client Portal tab with two sub-tabs:
- Accounts
- Communication
- Click the Communication sub-tab to view all message threads between your team and that customer.
🔔 Visual Indicators
- A red badge counter indicates unread client messages
- Clicking into the Communication tab opens the thread
📥 Replying to Clients
You can respond to client messages directly from the Communication tab:
Step-by-Step
- Go to Contacts > Customers
- Select a customer with a Client Portal account
- Open the Client Portal > Communication tab
- Type your response in the input box at the bottom
- Press Enter or click Send
The message will be:
- Emailed to the client from
messages@ontraccr.com - Delivered within their Client Portal Messages tab
📬 How Clients Experience the Message
- Clients receive an email saying a new message is available
- Clicking the link takes them to the Client Portal
- Messages appear under their Messages section
- They can reply to you from the portal interface
🔐 Message Behavior Summary
| Action | Result |
|---|---|
| You send a broadcast | Clients receive email + portal message |
| Client replies | Message appears in Communication tab (with badge) |
| You reply back | Email + portal delivery |
| No portal access | Customer will not receive or send messages |
📌 Permissions & Notifications
- Only customers with a Client Portal account can participate in messaging
- Messages are tied to the user who sends them (display name appears in email)
- Admins or users with messaging permissions can access and reply