Messaging the requester

Every request has a secure message thread shared between your team and the requester. Use it instead of email whenever you need to clarify scope, ask for documents, or give an update.

How it works

• Your messages are written from the request detail page. The requester is notified by email and reads and replies on their tracking page.
• Their replies appear on the request record, and unread messages are surfaced on the dashboard and in the daily digest.
• The whole thread stays attached to the request, so anyone picking up the case sees the full history, and the audit trail records it.

What to use it for

• Narrowing scope: "You mentioned marketing emails. Do you also want your order history?" A narrower, agreed scope is faster for you and better for them.
• Requesting ID: ask for photo ID and point them to the upload on their tracking page.
• Progress updates: a one-line "we're on it, expect the response by the 12th" prevents complaints and duplicate requests.

What not to do

Never send personal data through the thread itself. Data is delivered at the end through the passcode-protected delivery link, not pasted into messages.