Before you start
Check the client's name before sending. Messages stay in the workspace; email and text notifications are not sent. Ask the client to check their portal for replies.
Follow these steps
1. Open the client's messages
Choose Clients, open the intended person, and select Messages & files.
Open clients2. Send a message
Open Messages & files. Write your message, check the client's name and content, then use the send action shown. Wait for confirmation.
3. Upload a file if you want to share a document
Choose a supported file in the files area. Wait for its upload and security check to finish. A file marked Ready can be shared; uploading alone keeps it private.
4. Share the ready file
Check the file and client, then select Share with client for that file. Confirm its status says Shared with client and authorized practice team.
5. Check for replies
Return to Messages & files to read the conversation. Use Refresh if needed. You can send a message without a file, or share a file without writing a message.
What happens next
The client sees sent messages and files marked Shared in their portal. Private counselor notes stay separate. This workspace is not for urgent or crisis communication.
If you get stuck
- The file is waiting for a security check.
- Read the file's status and use Check file again when offered. Do not assume it is shared or ready to download until its status confirms that.
- The client cannot see a message or file.
- Check that their invitation was accepted and that you selected the correct client. Confirm that the message was sent or the file was marked Shared using Share with client.
Still need help? Contact support. Tell us which page you used and what happened. Leave out passwords, payment-card details, and private client information.