Who this is for: Business owners and administrators
Time to learn: 5 minutes
What you'll master: Send messages to customers, receive replies, attach files, and manage conversations
Overview
Customer Messaging lets you communicate with your customers directly from the Crewdex dashboard. Instead of playing phone tag or managing scattered text threads, you have a single conversation history for every customer — accessible from any device.
Customers reply through a Chat tab in their portal. They don't need to download an app or create an account — they use the same magic-link access they already have.
Enabling Messaging
Messaging is turned off by default. To enable it:
- Go to Settings → Communication & Notifications
- Find the Customer Messaging toggle
- Turn it on
Once enabled, a Messages item appears in your dashboard navigation and the Chat tab appears in the customer portal.
Sending a Message (CRM Side)
From the Messages Page
- Click Messages in the sidebar (or bottom navigation on mobile)
- Click New Conversation or select an existing conversation
- Type your message in the input area at the bottom
- Click Send (or press Enter)
From a Customer's Profile
You can also start a conversation from a customer's detail page — look for the Message button.
Receiving Messages
When a customer sends you a message through the portal:
- An email notification is sent to your notification email address with a link to the conversation
- A red badge appears on the Messages icon in your navigation showing the number of conversations with unread messages (both desktop sidebar and mobile bottom nav)
- The badge updates automatically every 10 seconds
- Open the conversation to read and reply
How Customers Use Chat
Customers access messaging through their portal:
- Customer opens their portal (via magic link from an email or invoice)
- They tap the Chat tab
- They type a message and tap Send
- They receive an email notification when you reply, with a link back to the portal
Customers see the full conversation history in chronological order — just like a text message thread.
Read Receipts
When you send a message, a "✓ Seen" indicator appears below it once the customer has opened and read it. This helps you know whether to follow up or wait for a reply.
- Read receipts only appear on messages you sent
- The indicator appears automatically — no action required from the customer
Linking Records to Messages
You can attach a reference to a Job, Quote, Invoice, or Service Request when sending a message. The linked record appears as a compact card inside the message bubble, giving the customer context at a glance.
How to link a record
- Click the link icon next to the message input
- A popover opens with tabs for each record type (Jobs, Quotes, Invoices, Service Requests)
- Select the record you want to reference
- Type your message and click Send
The linked record card shows key details (e.g., job status, invoice amount) so the customer can see what you’re referring to without leaving the chat.
Attaching Images and Videos
You can attach files to any message:
- Click the attachment icon (📎) next to the message input
- Select an image or video from your device
- A preview appears — click Send to include it with your message
Supported formats:
- Images: JPG, PNG (up to 10 MB each)
- Videos: MP4, MOV, WebM (up to 100 MB each)
Customers can also attach images and videos from the portal.
Email Notifications
Both you and your customers receive email notifications for new messages:
- You receive: An email when a customer sends a message, with a link to the conversation in your dashboard
- Customers receive: A branded HTML email when you send a message, with a one-click link that takes them straight into the portal chat — no separate login required
Customer emails include a secure portal token so they can access their messages immediately. For privacy, email notifications contain a link only — the actual message content is not included in the email.
Managing Conversations
Viewing All Conversations
Go to Messages in the sidebar to see all conversations. Each entry shows:
- Customer name
- Last message preview
- Timestamp
- Unread count badge
Use the search bar to find conversations by customer name.
Deleting Messages
You can delete your own messages from a conversation. Hover over one of your sent messages to reveal a delete icon. Click it and confirm to permanently remove the message from the thread.
Who Can Use Messaging
Messaging is available to Owners and Admins only. Technicians do not have access to customer messaging.
Messages update automatically every few seconds (10 seconds in the CRM, 30 seconds in the portal). It's not instant like a live chat widget, but it's fast enough for the back-and-forth conversations contractors have with customers.
Can customers start a conversation?
Yes. If messaging is enabled and the customer has portal access, they can open the Chat tab and send the first message.
Can I message customers who don't have an email?
No. Customers need an email address on file so they can receive the portal magic link and email notifications.
What file types can I attach?
Images (JPG, PNG up to 10 MB) and videos (MP4, MOV, WebM up to 100 MB).
Can I disable messaging for my business?
Yes. Go to Settings → Communication & Notifications and turn off the Customer Messaging toggle. Messages nav items disappear and the Chat tab is hidden from the portal.
Can technicians see messages?
No. Messaging is restricted to Owner and Admin roles.
Are messages tied to specific jobs?
No. Messages are not tied to individual jobs — they represent your ongoing relationship with the customer. Conversations can span multiple topics — you can start a new conversation for a specific subject, or continue an existing thread.
Will I get notified for every message?
You receive one email notification per new message. The notification contains a link to the conversation — no message content is included for privacy.
Can I see if a customer read my message?
Yes. A "✓ Seen" indicator appears below your sent messages once the customer has viewed them.
Can I reference a job or invoice in a message?
Yes. Use the link icon next to the message input to attach a Job, Quote, Invoice, or Service Request. It appears as a compact card inside the message bubble.