Overview
Messages helps centralize your communication efforts in a global inbox. Channels for each project make it easy to see recent activity and new messages posted.
Messages also introduces new functionality with "Threads" - create organized discussions around specific messages, and "Save for Later" - flag important messages to review at a later time.
Finally, a brand new text editor gives you more flexibility than ever with replies and reactions to messages.
Important Details
Customer Access: At this time, customer and internal users can see all task channels for projects they're added to, including tasks set to "hidden" visibility. To ensure sensitive information and non-customer conversations stay private, use the "Send Internal" option when sending a message.
Messages API: Messages does have API support. Please see our API Documentation for more details. The GUIDEcx API provides a way to retrieve messages posted on specific tasks. This functionality is available through the v3 API "Search Messages" endpoint, which allows users to search for messages by providing task IDs. To retrieve messages, use the "Search Messages" endpoint, provide the task IDs as parameters in your API request, and the API will return messages associated with the specified tasks. This feature is compatible with both GUIDEcx 1.0 and GUIDEcx 2.0.
User Access
Providers, Customers, and Third Party users can read and write messages!
By default, messages sent in a channel will be visible to all team members (internal and external), unless the message privacy is set to "Message Internal Only". (see screenshot below)
Permissions: Who can read and write messages?
Admins and Managers are able to read and write in all project and task message channels. They can also see private and public messages.
Guides, Task Owners, and Contributors are able to read and write in all project and task message channels for projects they have been invited to. They can see private and public messages.
Customers and Third Parties can only see project and task message channels in projects they've been invited to. They can only see public messages.
Global Inbox
Users can navigate to Messages via the navigation rail. A badge containing a # indicates how many new messages are unread.
Unread Mentions
“Unread Mentions” are displayed at the top of the inbox so users can quickly view unread messages they've been @mentioned in.
⚠️ Important Note: You will only see @mentions in the Unread Mentions section. If there are untagged messages, you will see those under Recent Message Activity.
Recent Message Activity
Project and task channels displayed below "Unread Mentions" are surfaced based on recent activity. This keeps the global inbox less cluttered for users who oversee many projects or projects with many tasks. You can leverage "Search" to find any project or task channel you have access to.
💡Pro-Tip: Review your Recent Message Activity daily so communication doesn't fall through the cracks. If the channel is bolded, that means there are unread messages there.
Filtering the Global Inbox
Filters are available for you to drill down into specific project and task channels.
Channels with customer messages: applying this filter will surface channels customers have been active in
Channels for projects I manage: this filter is particularly useful for Admins and Managers who have visibility across all projects, but would like to only see channels for the projects they manage
Unread channels: displays project or task channels with unread messages - great to combine with other filters to surface high priority channels
Project & Task Channels
Both project and task channels are supported in the Global Inbox. Channels can be accessed within the global inbox, the "Messages" tab within a project, or in the task drawer (for task channels).
Threaded Messages
Threaded messages help you create organized discussions around specific messages. They enable discussion around a topic in more detail without adding clutter to a channel. Hover over a message, then click the chat bubble icon to reply in a thread.
Depending on the size of your monitor or screen, you may be able to accommodate a view that displays your channel navigation, the project channel, and the threaded conversation at once.
If your screen is smaller, the threaded conversation will display when clicked on from the main project channel. To give more space to Messages, collapse your navigation rail.
Save for Later
Running projects and assisting team members can be a demanding task, so you may not be ready to respond when an important message comes in. Good news is that you can save that message for later!
Hover over a message and click the flag icon 
to "Save For Later". Circle back to review + reply at a time that is convenient for you. Messages that are saved for later will appear with a blue background.
All saved messages can be found in the "Save For Later" tab so you can quickly find messages you're looking for and take action.
Mark a "Save for Later" message as completed to remove it from the Save For Later list.
Email Notifications
There are two types of email notifications associated with Messages: “Mentions” and a “Daily Digest”.
Mentions
When a user "@ mentions" another user, the user that was mentioned is immediately sent an email notification. This @ mention functionality applies to individual users and group mentions.
Within the notification email, the mentioned user can see the entire message and can choose “Reply via Email” or “Reply in Project". Users are encouraged to use these buttons vs. the email client native reply button to keep formatting streamlined in Messages.
Reply via Email: If a user selects this option, the email client will open the composer and populate the email address appropriately. The user can then type their message and hit send. GUIDEcx will take the response and add it as a reply within the original message thread.
Reply in Project: If a user selects this option, they will be routed to GUIDEcx, and once authenticated, will land on the specific message within the threaded view where they can reply. No need to hunt through messages to find the @ mention!
Daily Digest
The Daily Digest notification is a once a day email that users will receive if they have any unread messages on projects they're invited to. This email goes out at 6 PM EDT and it will include details of a user's most recent messages (up to 5). The five most recent messages link back to each project, allowing users quick access to reply.
At the bottom of the email users will see a count or indicator highlighting the # of unread messages remaining. If clicked, users will be routed to their Global Inbox in Messages.
Attachments
Attachments that were supported in Notes are also supported in Messages (jpg, png, pdf, etc).
File types that are not supported include: svg, .html, .js, .css, .exe, .sh, .dll, .cdm, and .dmg.
The default file size limit is 30 MB.
Attachment Previews
You can now preview attachments in Messages. Attachment previews are available for image files (.jpg, .png, .gif) and pdfs.
Saving Attachments
Attachments sent in Messages can be saved to the Attachments tab in a project by hovering over the file and selecting Attach File to Project. This functionality applies to message attachments in both project and task channels, and is only available in GUIDE 2.0.
Note: Saved attachments are independent. Deleting an attachment in a message does not delete the saved file in project attachments and vice versa.
FAQs
Can I have custom channels?
Can I have custom channels?
Not yet, but we are considering this as a future enhancement.
Can I still send internal-only/private messages?
Can I still send internal-only/private messages?
Yes. Use the dropdown menu when sending a message to set privacy level.
Once a conversation is established as an “Internal” conversation, the replies can only be “Internal.” We do this as a precautionary measure to make sure we don’t expose a private conversation. However, if a conversation starts as a public or external conversation, you still have the ability to have “Internal” replies in the thread that only your internal team members will have access to view.
What options are available with the new rich text editor?
What options are available with the new rich text editor?
There are many formatting options available including the ability to nest lists and have better arrangement of paragraphs. Hyperlinks, emojis, and gifs can be added in messages.
Can I react to messages rather than writing a reply?
Can I react to messages rather than writing a reply?
Yes, hover over a message and select "Add reaction". you can use the “Add reaction” option when you hover over a message. This is the same menu you use to start a threaded reply or “Save For Later.”
Are there email alerts or email notifications tied to Messages?
Are there email alerts or email notifications tied to Messages?
Yes, there are email notifications for @ mentions, plus a daily digest recapping project activity. We didn't want to inundate you with emails so there is NOT an email notification for unaddressed messages. We recommend reviewing your Recent Message Activity within the Global Inbox to ensure nothing slips through the cracks!
Are there notification preferences for users?
Are there notification preferences for users?
Currently, there are not any notification preferences for users. The relevance of both @mentions keep notifications focused and minimal.
Are attachments supported in Messages?
Are attachments supported in Messages?
Yes, standard attachment types (png, pdf, jpg, etc.) are supported. Rejected file types include: .svg, .html, .js, .css, .exe, .sh, .dll, .cdm, .dmg. Attachment previews are available for image files (such as jpg, png, gif) and pdf's.
Who gets the in-app notifications in the Messaging tab?
Who gets the in-app notifications in the Messaging tab?
Unread @mentions trigger in-app notifications for the user.
What determines which channels I see?
What determines which channels I see?
The channel list visible to a user matches the projects and tasks they have access to. Users see projects and tasks by being added to the a project, OR by having an Admin or Manager license type that provides visibility across all projects.
Can I use the Global Inbox to navigate to projects?
Can I use the Global Inbox to navigate to projects?
Yes, within the Global Inbox you can navigate to a specific project channel. Within the channel page, click the channel header - this takes you directly to the project.
Can I access Messages after I navigate into a project or task?
Can I access Messages after I navigate into a project or task?
Yes, there is a Messages tab within the project, and in the task drawer. However, this only contains messages for the project or task you've selected. To view your global inbox, click on the Messages button in the navigation rail.
Is Messages available in the Customer Portal View?
Is Messages available in the Customer Portal View?
Yes, Messages can be accessed in Portal by clicking on "Messages" in the top navigation.
How do I view attachments associated with an @mention email?
How do I view attachments associated with an @mention email?
There are two options to view attachments.
Click the link in the @mention email - the attachment will automatically download. If you’re not logged in, you may be prompted to authenticate before accessing it. *For security purposes this link expires after 24 hours.
Click “Reply in Project” to open the message directly within the product, where you can also view the attachment. Once the email link expires (after 24 hours), this will be the only way to access the file.