Messaging and Notices

When To Use This#

Use this page when an article discusses customer messages, staff replies, website notices, or status updates.

Messages#

• Customers use portal messages to contact the business or read replies.
• Staff use business app messaging tools to review and respond when their assigned access allows it.
• Messages are conversation content between a customer and the business.

Notices And Website Status#

• Notices and website status messages are broadcast-style updates.
• Notices should not be described as direct replies to a customer message.
• Articles should explain where the notice appears and how to confirm it was saved or published without promising who will see it or when they will respond.

Safe Language#

• Do not promise response times unless the business has approved a support policy.
• Do not expose private customer or staff details in screenshots.
• Use demo-safe message examples.
• Say "confirm the message appears in the expected place" after sending or publishing.
• For urgent or time-sensitive issues, direct users to the contact method already approved by the business instead of inventing an emergency policy.

Troubleshooting#

• If a message cannot be sent, check required fields and the visible error.
• If a staff action is missing, confirm the current conversation, selected business account, and assigned access.
• If a notice does not appear, confirm it was saved or published in the intended surface.
• If the message contains sensitive information, follow the business process before sharing it further.