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Overview

Use Messages in a Client record to review the secure conversation with the Client, reply, and share relevant attachments. Unread Client messages are highlighted elsewhere in Vala to help surface messages that need attention. Opening the Client’s Messages conversation marks those unread Client messages as read. The Messages tab showing a Client conversation and message composition controls. The conversation view keeps Client messages and their context together.

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Send a message

1

Open the conversation

Open the Client record and select Messages.
2

Review new messages

Read the conversation and confirm the Client context before replying.
3

Compose the message

Write a clear message for the Client.
4

Add attachments when needed

Attach existing Client Documents, upload a new attachment, or attach eligible reusable organization Documents.
5

Use a template when available

Select a message template from Templates > Messages. Customer-visible template variables are filled from the available Client and sender information.
6

Send and follow up

Review the message and attachments, then send. Choose an optional follow-up cadence when that control is available.
When Messages surfaces portal invitation context, staff can send or resend an invitation where their role allows it. Confirm the Client’s email and the intended recipient before sending.

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Best practices

  • Keep messages specific to the Client and the next action.
  • Review selected documents and reusable attachments before sending.
  • Use templates as a starting point, then verify the resulting message and variables.

Templates > Messages

Create and maintain reusable message templates.

Documents

Review Client documents before attaching them.