Keep client communication organized by workspace

Messages gives each client their own communication thread inside their workspace. No more digging through email threads or lost context. Everything said to or by a client lives in one place.

How messages work

Messages is a shared thread inside each client workspace. Think of it as a persistent, organized conversation between your team and that client. It replaces fragmented email chains for day-to-day client communication.

Each workspace has one thread. All messages to and from that client are in one continuous, searchable timeline.
Both sides can post. Your team posts from inside the app. Clients post through the client portal if you've given them Messages access.
Team-only messages are separate. You can post internal messages that clients never see — for team context, notes, and handoffs within the thread.

Sending a message to the client

1
Open the Messages section inside the client workspace.
2
Click in the message input at the bottom of the thread.
3
Type your message. You can use basic formatting — bold, bullet lists, links.
4
Attach files if needed using the attachment button. Clients can download attachments from the portal.
5
Click Send. The message posts to the thread immediately and is visible to the client when they log in to the portal.

💡 Tip: Use Messages for decisions, updates, and anything you want on record. Avoid asking clients to email you for things that should be tracked in WorkRate — every email that lives outside the platform is context your team can't see.

How clients reply

1
The client logs in to the portal and opens Messages.
2
They see the full thread — all messages marked as client-visible from your team, and their own previous messages.
3
They type a reply and send it. It appears in your WorkRate messages thread in real time.
4
Your team sees the reply next time they open that workspace — or immediately if they're already inside it.

💡 Note: WorkRate sends your team an email notification when a client posts a new message. You can still check the Messages section directly at any time for the full thread.

Team-only internal messages

You can post internal messages inside the same thread that clients never see. These are for team-to-team handoffs, context for the next person picking up the account, or flagging something in the flow of the conversation.

1
Click the Internal toggle before typing your message. The input area changes color to indicate you're in internal mode.
2
Type and send your internal message. It posts to the thread with a visual indicator (e.g., a different background or badge) showing it is team-only.
3
Clients cannot see this message even if they have Messages access in the portal. It is filtered out of the client-visible thread.

Email notifications and reply-by-email

When a new client message is posted, WorkRate can send an email notification to the other side of the conversation. Agencies and clients can reply directly to that email, and the reply is posted back into the WorkRate message thread.

Agency sends a message: the client gets an email notification and can reply from their inbox.
Client replies: the agency gets an email notification and can reply from their inbox.
The thread stays complete: replies sent by email are added to the same WorkRate conversation.

Email tip: If you're not receiving WorkRate email notifications, check your spam or junk folder. Mark emails from no-reply@getworkrate.io as 'Not Spam' to ensure future delivery.

Tips & best practices

Train clients to use the portal instead of email. When a client emails you, reply in WorkRate and let them know that's where to find answers going forward. Do this consistently for the first few weeks and it sticks.
Keep messages concise and actionable. Long blocks of text get skimmed. Use bullet points for lists of feedback or questions. Ask one thing at a time when possible.
Use internal notes for handoffs. Before a team member takes over a client, post an internal message: "Taking over from Kim. Last update: homepage revisions approved 6/17. Waiting on content from the client."
Review messages before client calls. Open Messages 5 minutes before any client call to refresh on where things stand and what was last discussed.