Messages

The platform has two messaging surfaces:

1. Case Messages — a per-case thread between your team and a specific client about a specific piece of work.
2. Support Chat — a lower-right widget for getting help from the platform itself (used by your team, and by your customers if you enable it).

Case Messages

Where to find

Open any case → Messages tab.

What you can do

• Type a message; client receives it as email and in their /my-cases/:id view.
• Attach an image — it renders as a thumbnail right in the thread (see Image attachments below).
• @mention a teammate or client who has access to this case (see Mentions below).
• Mark a message as internal-only to discuss with team without the client seeing.

How the client experiences it

If the client has portal access:

• They see the thread in their /my-cases/:id/messages view.
• They get email notifications for each new message.
• They reply in the portal or by replying to the email — both land in the same thread.

If the client doesn't have portal access:

• They still get email notifications.
• They reply by clicking through the email back into the case message thread.

Inbound email-to-case reply threading (where a client can reply to the notification email directly and have it parsed back into the case thread) is on the Roadmap.

Image attachments

Click the image button in the message box to attach a photo (JPEG, PNG, or WebP, up to 25 MB). It uploads and renders as a thumbnail right in the thread — click the thumbnail to open the full-size image in a new tab. This works on desktop and on mobile, where it opens your camera or photo library. You can send an image on its own or alongside text.

Message attachments are images only. To share a PDF, document, or video, use the case's Documents tab instead.

Mentions

Type @ in the message box to mention someone. The list only shows people who can access this case — your owners and admins (always available) plus teammates or clients scoped to this case's company. People from other companies never appear. Whoever you mention gets an in-app notification and an email.

Internal notes

A separate internal_only=true toggle on each message. Internal messages have a yellow background and are invisible to the client. Use for team-only context inside a thread.

Support Chat

A floating widget bottom-right of the app. Click to start a conversation with platform support.

Who can use it

• Your team always (it's the support channel for you, the agency, with Local Visibility Lab).
• Your customers — if you enable the "show support widget to customers" setting (Settings → General).

How it works

• You type a question.
• The platform routes it via AI triage. Common questions get auto-answered with help-doc snippets.
• Anything the AI can't handle gets escalated to a human (platform support).
• Conversation history is saved — return any time, no need to re-explain.

Customer-facing support

If you've enabled it for customers, your support team is in the loop. The widget routes customer questions to a queue your team monitors at Sidebar → Support.

You can disable customer-facing support per page (e.g. show on the customer portal but not on storefront) under Settings → Support Widget Visibility.

Support chat escalation reliability

A case is opened in the support_chat source category when escalation occurs. The platform guarantees a case is created (never silent-success-failures) — if anything fails along the chain, the support conversation surfaces in Admin → Failed Jobs with full context for replay.

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