How to send messages and requests in the Client Portal

The Client Portal lets you communicate directly with your service provider without switching to email. You can reply to messages within a task, or start a brand-new request when you need something that is not covered by an existing task.

Quick answer

To reply on an existing task, use the message panel inside the task. To ask for something new, click the Send a request.. field on your dashboard, describe what you need, and click Send. Your service provider is notified either way.

Who can do this

Any Client Portal user. Replying to messages requires an existing task with a message thread. Sending requests is available from the dashboard.

Replying to a message on a task

Every task has a message thread between you and your service provider. To reply:

1. Open the task on your dashboard.
2. In the communication panel (right side on desktop; switch to the Communication tab on mobile), scroll to the bottom of the conversation.
3. Click the Write a message… field.
4. A text area opens. Type your message.
5. To attach a file to your message, click the paperclip icon next to the message field and select a file from your computer.
6. Press the send button (or press Enter, depending on your device).

Your message is sent immediately. Your service provider receives a notification and can reply. The full conversation stays attached to the task so there is always a clear record.

Sending a new request

If you need to ask your service provider something that is not part of an existing task — a new piece of work, a question, or a request for documents — use the request feature:

1. On your dashboard, click the Send a request.. field (next to your avatar on desktop).
2. In the New request dialog, select which team member should handle your request from the list of available people at your service provider.
3. Type your message describing what you need.
4. Optionally, attach files by dragging them onto the dialog or using the upload button.
5. Click Send.

Your request appears as a new task on your dashboard immediately. Your service provider receives a notification. If you do not type a subject or title, one is generated automatically from the first words of your message.

Deleting a request you created

You can delete a request you sent, as long as it has not been worked on:

1. Open the request from your dashboard.
2. Click the three-dot menu icon in the task dialog.
3. Select Delete request.

Only requests you created yourself can be deleted this way. Tasks that your service provider created and assigned to you cannot be deleted by you.

Tips for effective communication

• Include relevant details upfront — dates, reference numbers, or attached documents. This reduces back-and-forth.
• Use requests rather than email whenever possible. Requests stay linked to a task so your service provider can track and respond within their workflow.
• If you have follow-up questions about a specific task, reply in that task’s thread rather than creating a new request — it keeps the context together.

Troubleshooting

I cannot find the “Send a request” field on my dashboard

The request field appears next to your avatar on desktop. On some mobile layouts it may appear as a button. If you do not see it at all, contact your service provider — they may need to check your portal access settings.

My service provider did not reply to my message

Your service provider receives email notifications about new messages, but response time depends on their schedule. If it is urgent, contact them directly by phone or email.

I sent a request to the wrong team member

Open the request and use the message thread to let your service provider know. They can reassign it on their end.

I cannot attach a file to my message

Make sure the file is within the upload size limit. If the problem persists, upload the file as a task attachment first (using the Upload file button in the Details panel) and mention it in your message.