> For the complete documentation index, see [llms.txt](https://answeringservicecare.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://answeringservicecare.com/docs/app/client-portal/messages.md).

# Messages

Review, search, sort, and acknowledge messages, and track related activity.

The Messages section helps you manage your messages and keep track of the activity related to your account. This is where many customers spend most of their time in the portal.

### Layout

The page is split into two main areas:

* **Messages** on the left, showing all new and acknowledged messages.
* **Activities** on the right, showing recent activity related to your messages.

### Message tabs

At the top of the messages list, two tabs separate your messages by status:

* **New**: messages that have not yet been acknowledged.
* **Acknowledged**: messages you have marked as acknowledged after reviewing.

### Message details

Each message row includes the following fields:

| Field            | Description                                             |
| ---------------- | ------------------------------------------------------- |
| **ID**           | A unique identifier for the message.                    |
| **Created At**   | The date and time the message was received.             |
| **From**         | The name of the caller who left the message.            |
| **Phone**        | The phone number gathered from the caller.              |
| **Message**      | A brief preview of the message content.                 |
| **Company Name** | The company associated with the message, if applicable. |

### Acknowledge a message

To acknowledge a message, select the **Acknowledge** button on the right side of the message row. This indicates that you have seen and/or acted on the message.

{% hint style="info" %}
Acknowledged messages move from the **New** tab to the **Acknowledged** tab.
{% endhint %}

### Activities

The Activities panel logs recent actions taken on your messages, such as when a message was delivered, acknowledged, or escalated.

Scroll through the list to see all recent activity. Each entry shows the activity description and the date and time it occurred.

### Search, sort, and bulk actions

{% stepper %}
{% step %}

#### Search

Use the search bar to quickly find specific messages by keyword, sender, or message content.
{% endstep %}

{% step %}

#### Select multiple messages

Use the checkboxes next to each message to select more than one message at a time for bulk actions, such as acknowledging.
{% endstep %}

{% step %}

#### Sort by column

Click a column header to sort messages by that field, such as ID, date, or sender.
{% endstep %}

{% step %}

#### Move between pages

Use the **Previous** and **Next** buttons at the bottom of the messages list to page through your messages.
{% endstep %}
{% endstepper %}

### Common customer workflows

#### Review after-hours calls

Office managers and owners can review new calls each morning and decide what needs follow-up first.

#### Track urgent matters

Dispatchers and on-call teams can confirm urgent calls were delivered and escalated correctly.

#### Follow up on new leads

Sales and intake teams can review new inquiries and respond without missing opportunities.

### Business examples

* **Law firms** review new intake messages and route them to the right attorney or intake coordinator.
* **Plumbers and HVAC teams** confirm emergency calls were escalated and routine calls were logged correctly.
* **Doctors and healthcare-adjacent offices** review patient-related messages and after-hours callbacks.
* **Real estate teams** track new leads, tenant requests, and showing inquiries.


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