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 files.
• @mention a teammate (they get an in-app notification).
• 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.

File attachments

Up to 25MB per file. Common types: PDFs, images, mockups, videos.

Files are stored in the case's Documents tab and shareable by link with anyone who has case access.

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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