Issue
How do I send a message to a client?
Resolution
To send a new message from Class,
Navigating to Fund Level > Fund > Fund Messages
- Click on New Message
| To |
This will show you a list of members who are set up with client view access. You will not be able to send messages to client unless at least one member has client view access. |
| Message Type |
We have set up some categories for messages, so that it’s easy to identify the overall content. Existing types include General Message, Unknown Transaction, Sign and Return Document, Alert and Document For Your Reference, Note: Alert and Document for your reference are special one-way message types which allow messages to be sent to your client that do not require or allow a reply from them. |
| Subject |
The message subject must be entered and should describe the general content/topic of the message. For example: Unknown Transaction, New Pension, Tax Return 2015/16. |
| Attach |
Click on this button to attach one or more documents. Documents which are attached will be automatically added to Fund Documents for the selected fund, when you hit Send. Attachments must be less than 10MB and you are able to attach PDF’s, Image files and text files. Microsoft Office documents are not currently supported, but these will be added shortly. |
What do the message statuses mean?
The message status indicates the state the message is currently in from the perspective of the person reading the message.
If you send a new message to a Client, the status for you (or other administrators) will be Sent, awaiting response, for the Client, the status will be Response required. After the client replies, these statuses swap and the administrators will see Response required and the client will see a status of Sent, awaiting response.
Once the administrator is satisfied with the response to a particular message, they must set the message to Completed so that no further response is required from either party.
Refer to Client Messaging Fact Sheet for more information.