How do I send instant messages to my customer?

You can send two types of instant messages to your customer: context-free messages which are independent of a transaction document and in-context messages which are attached to a specific transaction document (invoices or purchase orders).

To send a context-free instant message to your customer:

• Click the Messages tab at the top of the home page.
• Click the pencil icon above the Search bar to start a new conversation.
• Select a customer from the list by clicking the + icon or use the search function to search for a specific customer.
• Enter in a subject in the Subject text box and type your message in the Write a message text box at the bottom. Click the paper clip icon if you would like to add an attachment (maximum file size 10 MB).
• Click Send.

To send an in-context instant message to your customer regarding a specific transaction document:

• Open a document and click the Messages panel at the lower-right of the page. This will link the message to the document.
• Enter in a subject in the Subject text box and type your message in the Write a message text box at the bottom. Click the paper clip icon if you would like to add an attachment (maximum file size 10 MB).
• Click Send.

When your customer replies, you will receive an email notification. You can reply to a message via the email notification or in the Messages tab.

To send an instant message to your customer, they must have the messaging feature turned on. If they do not, you can contact them by the contact information they have provided.

For directions on how to set your messaging notification preferences, please see here.

Please note that the messaging functionality is only available to Enterprise users. To use this functionality, Standard account users will have to upgrade their account.

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