Messages — Report Questions and your inboxes

What this screen is for. Everyone who reaches out to your business, gathered into one inbox — with Report Questions front and center: clients and agents asking about a report you sent, answered by you, on the record. How to get there. Sidebar → Messages. Three tabs: Report Questions (where you land) · Website messages · Email Delivery. A short legend up top says what each source is; each tab wears a red count only when something is actually waiting. What every button does The Report Questions list: A thread row — the property address, who spoke last with a preview of what they said, and a red Awaiting reply chip when the other side is waiting on you. Newest activity first. Tap the row to open the thread. Inside a thread: The bubbles — your firm's replies on the right, the client's or agent's words on the left, each signed and timed ("You · 2:14 PM", "Client · 1:02 PM"). A question asked by someone who opened the report from its link — not a signed-in client — is labeled Report visitor, so a stranger's words are never put in your buyer's mouth. Write a reply… → Send reply — your answer appears instantly ("Sending…" for a beat), the Awaiting-reply chip clears, and the client reads it in their portal right under the report. Internal note (hidden from the client) — tick it and the box becomes "Write a private note…" and the button Add note: a dashed, locked bubble only your team sees. No email goes out, and it doesn't clear the chip — the client is still waiting on a real answer. X or a tap outside closes the thread. Common questions "How do I answer a client's question about their report?" Messages → Report Questions → tap the thread → type → Send reply. They read it in their portal, and about ten minutes later a "your inspector replied" email nudges them to look — answer three questions quickly and it's still one email. "Can my team discuss a question privately first?" Yes — Internal note. It's visibly dashed and locked, never reaches the portal, and sends nothing. "Who is 'Report visitor'?" Someone reading the report from its shared link without signing in. Their questions arrive like any other; the label just keeps identities honest. "Why didn't the red dot on the sidebar light up for a new question?" The sidebar dot counts website messages and stuck mail; report questions show their count on this page's tab instead. "Can I delete or close a conversation?" Not today — threads stay, and "unread" is simply the Awaiting-reply chip, which clears when you answer. "My reply didn't send." You'll see "Couldn't send your reply. Please try again." — your exact words are put back in the box, nothing is lost. Good to know Switching tabs doesn't change the web address yet — a refresh lands you back on Report Questions. Known, with a fix planned; don't bother bookmarking a specific tab for now. The send button won't fire twice — it's disabled while a reply is in flight, and a blank reply can't be sent at all. The nudge email is deduplicated per thread — your client is never spammed because you answered in three short messages. Related Website messages — the contact-form inbox Email Delivery and the Sent folder The inspection page — where report threads start The portal's messaging, from the client's side