---
title: "Client Portal Messaging: How Replies Work in Ontraccr"
url: "https://help.ontraccr.com/en/article/client-portal-messaging-how-replies-work-in-ontraccr"
language: "en"
last_updated: "2025-06-08T18:37:18.629Z"
---

# 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.

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## **📨 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

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## **📥 Replying to Clients**

You can respond to client messages directly from the **Communication tab**:

### Step-by-Step

1.  Go to **Contacts > Customers**
2.  Select a customer with a Client Portal account
3.  Open the **Client Portal > Communication** tab
4.  Type your response in the input box at the bottom
5.  Press **Enter** or click **Send**

The message will be:

-   **Emailed to the client** from `messages@ontraccr.com`
-   Delivered within their **Client Portal Messages tab**

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## **📬 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

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## **🔐 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 |

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## **📌 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

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