Message a client before the call

Write to somebody waiting, without starting the call.

Who can use it: All staff
Where: Account SettingsMy ProfileNotifications

Select Chat on a client’s row to open a message thread with them. They can reply from their waiting room.

Use it to say you are running ten minutes late, to ask them to switch to headphones, or to check they can see the page at all.

A chat window headed with the client name in capitals and a close cross. Below it a message from the provider in an outlined bubble on the right reading Hi Hannah, sorry for running late. Are you ready to begin? and the client reply in a filled bubble on the left reading I am ready, each with a time above it. At the foot is a paper clip button and an empty text box with a send arrow. — The window opens over the lower left of the dashboard. Your messages are the outlined bubbles on the right, theirs the filled ones on the left.

The window opens over the lower left of the dashboard. Your messages are the outlined bubbles on the right, theirs the filled ones on the left.

The window opens over the lower left of your dashboard and stays there while you work. The cross at the top closes it without ending anything: the thread is still there when you open it again.

The paper clip beside the box attaches a file.

If you do not see the button

Chat appears only when Receive waiting room messages is on. Turn it on in Account Settings › My Profile › Notifications.

Receive messages from your queue during meetings.

What to know

The thread belongs to this visit. A client who leaves and checks in again starts a new one.
In a shared room, messaging needs a claim first. Until someone has claimed the client there is nobody for the message to be from.
An unread reply shows as a count on the button.