When the customer replies

A report the customer cannot answer is a leaflet. Under every service report there is a way to write back.

Step by step

1. The customer opens their report link.
2. Below the report they can write a message.
3. It arrives under Messages in your app.

Good to know

The reply needs no account. Same reasoning as the report itself — a login would mean the message never gets written.

It arrives attached to the visit it came from. "The water still looks cloudy" is only useful next to the readings from that day.

Messages from the portal land in the same place — see portal messages.

What it does not do

It is not a chat. There is no live conversation and no typing indicator; it is a message that arrives.

Nothing is escalated automatically. An unread message stays unread until somebody opens it.