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How to message your customer through a Concierge order

The Messages tab gives you a direct line of communication with your customer within the order. Messages are organised into threads and both you and the customer can send and reply.

Opening the Messages tab​

Go to Concierge → Orders, open the order, then click the Messages tab.

Sending a message​

  1. Click in the message compose area at the bottom of the tab.
  2. Type your message. The editor supports basic rich text formatting.
  3. Optionally, attach a file by clicking the attachment icon. Supported formats include PDF, Word, Excel, PowerPoint, ZIP, CSV, and plain text files.
  4. Click Send.

Your message will appear in the thread and the customer will be notified by email.

Viewing customer replies​

Customer replies appear inline in the same thread. New unread messages are highlighted and automatically marked as read when you open the Messages tab.

Each message shows:

  • Who sent it (you or the customer)
  • The timestamp
  • Any attached files (click to download)

Threads​

Messages are grouped into threads. Each new conversation you start creates a new thread. Replies from the customer are grouped under the original message. Threads are sorted by most recent activity.

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