Before you start
- The customer has a portal account or portal link.
- Your team has permission to view customer messages.
What you'll do
You will answer customer questions from the portal so the conversation stays attached to the customer's service history.
Do this
- 1
Open the customer conversation
Go to the customer record or customer portal messages and open the conversation thread.
- 2
Check the context
Review the related quote, invoice, job, service request, or agreement before replying.
- 3
Send a clear reply
Answer the question and include the next action, such as approving a quote, paying an invoice, or confirming a service date.
- 4
Watch for follow-up
Keep the thread open if the customer is actively resolving an issue.
When chat helps most
Use portal chat for quote questions, invoice confusion, service request updates, agreement questions, and quick access notes before a crew arrives.
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Include your business name, account email, what you were trying to do, what happened instead, and a screenshot if possible. For billing, sync, or login issues, include the exact error message if shown.