Message your success manager

The customer portal messaging channel (/workspace/messages) provides a direct, shared line of communication between your team and your success team.

Instead of losing context across fragmented external email chains, portal messaging keeps all project questions, milestone clarifications, and feedback organized in one shared thread directly connected to your account.

How portal messaging works

1. One unified conversation per account

Your organization shares a single conversation thread with your success team. All team members who have portal access—including primary customer administrators and view-only executive stakeholders—can view the complete message history and send new updates.

2. Direct email notifications

Whenever you post a message, your assigned Customer Success Manager receives an immediate email notification containing your update and author details. When your success manager replies, everyone on your team who has written in the conversation and can still sign in to the portal is emailed. If nobody like that exists yet, your account's main contact is emailed.

3. Sending status

Each sent message shows a clock while it is sending, then a single checkmark (✓) once it is saved and sent. There are no delivery or read receipts.

Message composer and formatting

The portal composer is built for fast, transparent communication:

• Plain text formatting: Messages support up to 4,000 characters of plain text. A character counter automatically appears once you exceed 3,500 characters.
• Keyboard shortcuts: Press ⌘ + Enter (macOS) or Ctrl + Enter (Windows/Linux) to send your message directly without clicking the send button.
• Hourly rate limits: Each collaborator can send up to 20 messages per account per hour to keep communications organized and prevent accidental duplicate sends.
• No editing or deleting: Messages can't be edited or deleted once sent.

Mobile access

On a phone or other narrow screen, the messaging route automatically transitions into a focused, full-screen chat experience. You can review recent messages, draft and send updates, and tap the back arrow in the header to return to your workspace dashboard.