Every client conversation, filed against the client

Most agencies do not have too many client messages. They have the right number of messages spread across a personal inbox, two people's phones, a Slack channel, a shared mailbox nobody reads and a project tool with a comments feature.

The cost shows up in three places: onboarding a new account manager takes weeks because the history lives in other people's heads, something gets dropped whenever someone is on holiday, and every client dispute becomes a matter of opinion because nobody can produce the thread.

Putting the conversation on the client record fixes all three at once, and it is the least glamorous feature in the product.

A client in their portal can open a conversation with you without leaving the app. They pick what it is about — optionally attaching it to a specific project — set how urgent it is, and write.

On your side it arrives as a thread with the client, the project and the priority already set, which is more context than an email saying "quick question" has ever contained. Replies go back and forth in the portal, and the client can see the status of what they asked rather than wondering whether it was received.

The point is not that clients cannot email you. It is that when they use the portal, the message arrives already filed.

SMS and calls run through your own Twilio or GoHighLevel account rather than a number we rent to you. You connect your credentials, they are encrypted, and messages go out on the number your clients already have. Inbound texts and call events come back through signed webhooks and land in the thread automatically.

Email works the same way. Connect an existing mailbox over IMAP and SMTP — your domain, your address — and send and receive from inside the client record. Passwords are encrypted, TLS certificates are verified, and connections are checked against an SSRF guard before anything is dialled.

The reason for this design is simple: the phone number and the email address are part of your relationship with the client, and they should not become something you lose access to by changing software.

Team chat lives alongside the client threads but is clearly marked as internal. Notes on a thread are visible to your team and never to the client.

That separation is enforced rather than conventional, which matters the first time somebody types something candid about a client's website.