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Messages Guide

Complete guide for using the messaging system in InsureFlow.

Table of Contents​

  1. Overview
  2. Accessing Messages
  3. Client Messaging
  4. User-to-User Messaging
  5. Sending Messages
  6. Attachments
  7. Message Features
  8. Best Practices
  9. Troubleshooting

Overview​

InsureFlow's messaging system provides secure communication between brokers, clients, and team members.

What is the Messaging System?​

Two messaging modes:

  1. Client Messages

    • Communication with clients
    • Policy discussions
    • Document sharing
    • Service requests
    • General inquiries

  2. User Messages

    • Team collaboration
    • Internal discussions
    • Staff coordination
    • Task assignments
    • Quick updates

Benefits​

For Brokers:

  • Centralized communication
  • Message history tracking
  • Document sharing
  • Professional record keeping
  • Quick client access

For Clients:

  • Direct broker contact
  • Easy document sharing
  • Quick responses
  • Conversation history
  • Convenient communication

For Teams:

  • Internal collaboration
  • Real-time updates
  • File sharing
  • Online status
  • Efficient coordination

Accessing Messages​

  1. Log in to InsureFlow
  2. Click "Messages" in the left sidebar
  3. The messages page opens

Messages Page Layout​

Tab Selection:

  • Clients tab: Client messaging
  • Users tab: Internal team messaging
  • Switch between tabs at the top

Left Panel (Contact List):

  • Search bar
  • List of clients or users
  • Online status indicators (for users)
  • Last message preview
  • Unread message badges

Right Panel (Chat Area):

  • Selected conversation
  • Message history
  • Message input field
  • Send button
  • Attachment option
  • Emoji picker

Mobile View:

  • Contact list OR chat area
  • Back button to switch
  • Optimized for small screens

Client Messaging​

Communicate securely with your clients.

Selecting a Client​

In Clients tab:

  1. Search for client:

    • Use search bar at top
    • Type client name
    • Real-time filtering

  2. Click client from list:

    • Client name shows
    • Company icon (if business)
    • Person icon (if individual)

  3. Chat area opens:

    • Client name at top
    • Message history loads
    • Ready to send messages

Starting a Conversation​

New conversation:

  1. Select client with no previous messages
  2. Type your first message
  3. Click Send
  4. Conversation begins

Example opening message:

Hello [Client Name],

Thank you for choosing InsureFlow for your insurance needs.
I'm [Your Name], your dedicated insurance broker.

How can I assist you today?

Best regards,
[Your Name]

Viewing Message History​

All messages displayed:

  • Chronological order
  • Oldest at top
  • Newest at bottom
  • Auto-scroll to latest

Message display:

  • Your messages: Right side, blue
  • Client messages: Left side, gray
  • Timestamp on each message
  • Read receipts if available

Scrolling:

  • Scroll up to see older messages
  • New messages appear at bottom
  • Auto-scroll on new message

Sending Messages to Clients​

Type your message:

  1. Click in message input field
  2. Type your message
  3. Press Enter or click Send button

Message composition:

Professional tone:

  • Polite and respectful
  • Clear and concise
  • Proper grammar
  • No slang or abbreviations

Good examples:

"I've reviewed your policy and have some recommendations."

"Your quotation is ready. I'll email it to you shortly."

"Thank you for the documents. I'll process your claim today."

"Please let me know if you have any questions about your coverage."

Avoid:

"hey whats up" ❌
"k" ❌
"idk" ❌
"talk 2 u later" ❌

Best practices:

  • Use proper greetings
  • Be professional
  • Answer completely
  • Provide context
  • Sign off appropriately

User-to-User Messaging​

Internal communication with your team.

Selecting a User​

In Users tab:

  1. View user list:

    • All system users shown
    • Online status indicators
    • Green dot = online
    • Gray dot = offline

  2. Search for user:

    • Type name in search bar
    • Filters in real-time

  3. Click user:

    • Chat area opens
    • Previous messages load
    • Online status visible

Online Status​

Status indicators:

Green dot (●):

  • User is online
  • Active in system
  • Can respond quickly

Gray dot (○):

  • User is offline
  • Not currently logged in
  • May respond later

Status updates:

  • Real-time
  • Changes as users login/logout
  • Presence tracking

Sending Internal Messages​

Collaboration features:

Quick communication:

"Can you review the client file for ABC Company?"

"Meeting in 5 minutes - conference room"

"Please check the quotation I sent you"

"Updated the policy docs - ready for client"

Task coordination:

"Please follow up with client re: claim status"

"Can you handle the renewal for POL123456?"

"Need help with commercial quotation - available?"

"Client called about payment - can you check?"

Information sharing:

"FYI - Insurer rates increased 5% this month"

"New policy wording available from Insurer X"

"Client meeting notes attached"

"System maintenance tonight at 8pm"

Group Discussions​

Benefits:

  • Team coordination
  • Project collaboration
  • Information sharing
  • Quick decisions
  • Knowledge sharing

Tips:

  • Keep messages relevant
  • Use clear subject lines in message
  • Tag urgent items
  • Respect response times
  • Professional even internally

Sending Messages​

Composing Messages​

Message input field:

  • Bottom of chat area
  • Expandable text box
  • Type your message

Formatting:

  • Plain text
  • Line breaks supported (Shift+Enter)
  • Emojis available
  • Attachments supported

Sending Options​

Keyboard:

  • Press Enter to send
  • Shift+Enter for new line
  • Quick and efficient

Mouse:

  • Click Send button (paper plane icon)
  • Alternative to keyboard

Message Length​

Recommendations:

  • Concise but complete
  • Break long messages into paragraphs
  • Use bullet points for lists
  • One topic per message if complex

Example - Long message formatted well:

Hi [Client],

I've completed the policy review. Here are my findings:

Coverage Updates:
• Building value increased to R2.5m (from R2m)
• Contents value adequate at R500k
• All risk limit raised to R100k

Action Items:
• Sign updated schedule (attached)
• Premium increases by R150/month
• Effective from 1 March 2024

Questions:
• Do you want to add the new vehicle?
• Is the excess of R5,000 still acceptable?

Please let me know if you'd like to discuss.

Best regards,
[Your Name]

Adding Emojis​

Emoji picker:

  1. Click emoji icon (smiley face)
  2. Emoji picker opens
  3. Click emoji to add
  4. Emoji appears in message

Professional emoji use:

  • Use sparingly
  • Professional context only
  • Friendly tone
  • Not in formal communications

Appropriate examples:

"Great news! Your claim was approved ✓"
"Thank you for the quick response 👍"
"Have a great weekend! 😊"

Avoid overuse:

"Hey!!! 😀🎉🎊 Your policy is ready! 🎁✨💯" ❌ (too many)

Attachments​

Share documents securely through messages.

Attaching Files​

How to attach:

  1. Click attachment icon (paperclip)
  2. File dialog opens
  3. Select file(s) from computer
  4. File(s) appear in message preview
  5. Click Send to send with attachment

Or drag and drop:

  1. Drag file from computer
  2. Drop onto message area
  3. File attaches
  4. Send message

Supported File Types​

Documents:

  • PDF (.pdf)
  • Word (.doc, .docx)
  • Excel (.xls, .xlsx)
  • Text (.txt)

Images:

  • JPEG (.jpg, .jpeg)
  • PNG (.png)
  • GIF (.gif)

Other:

  • ZIP archives (.zip)
  • CSV files (.csv)

File size limits:

  • Maximum 10MB per file
  • Multiple files allowed
  • Total size per message: 25MB

What to Attach​

Client messaging:

Policy documents:

  • Policy schedules
  • Quotations
  • Cover notes
  • Endorsements
  • Renewal notices

Claim documents:

  • Claim forms
  • Assessment reports
  • Settlement letters
  • Supporting documents

Communication:

  • Confirmation letters
  • Certificates
  • Invoices
  • Receipts

Forms:

  • Application forms
  • Consent forms
  • Instruction forms
  • Questionnaires

Internal messaging:

Work documents:

  • Spreadsheets
  • Reports
  • Presentations
  • Meeting notes

Client files:

  • Shared documents
  • Draft quotations
  • Review materials
  • Background info

Viewing Attachments​

Received attachments:

  • Show below message
  • Click to view/download
  • Filename displayed
  • File type icon

Download:

  1. Click attachment
  2. File opens or downloads
  3. Save to computer
  4. Open with appropriate app

Message Features​

Message Status​

Delivery indicators:

Sent:

  • Single checkmark (✓)
  • Message sent from your device
  • Server received

Delivered:

  • Double checkmark (✓✓)
  • Message reached recipient
  • May not be read yet

Read:

  • Blue checkmarks or "Read" indicator
  • Recipient opened message
  • They have seen it

Search Messages​

Find past messages:

  1. Use search bar in contact list
  2. Search for keywords
  3. Filters conversations
  4. Click to open

Search tips:

  • Search client/user name
  • Search message content
  • Recent conversations appear first

Notifications​

Message notifications:

  • Badge on Messages menu item
  • Number of unread messages
  • Updates in real-time

Desktop notifications:

  • Browser notifications (if enabled)
  • Alert when new message
  • Click to open message

Sound alerts:

  • Optional sound on new message
  • Configure in settings
  • Can be muted

Conversation Management​

Starting new conversation:

  1. Select client/user without messages
  2. Type and send first message
  3. Conversation created

Continuing conversation:

  1. Select existing conversation
  2. Message history loads
  3. Continue from last message

Multiple conversations:

  • Handle multiple chats
  • Switch between conversations
  • All history preserved

Best Practices​

Professional Communication​

For client messages:

Always professional:

  • Proper greetings
  • Complete sentences
  • Correct grammar and spelling
  • Professional sign-off

Response times:

  • Respond within 24 hours
  • Acknowledge receipt quickly
  • Set expectations if delayed
  • Don't leave clients waiting

Clear communication:

  • Answer questions fully
  • Provide context
  • Use simple language
  • Avoid jargon

Record keeping:

  • Messages are logged
  • Permanent record
  • Can be referenced later
  • Professional documentation

Internal Communication​

For team messages:

Efficient coordination:

  • Quick updates
  • Clear action items
  • Timely responses
  • No unnecessary messages

Respectful:

  • Professional tone
  • Respect working hours
  • Mark urgent clearly
  • Allow response time

Clear:

  • Specific requests
  • Provide context
  • One topic per thread
  • Use subject lines in message

Security and Privacy​

Data protection:

  • Don't share sensitive data unnecessarily
  • Use secure attachments
  • Verify recipient before sending
  • Follow POPIA compliance

Confidentiality:

  • Client information is confidential
  • Don't discuss clients in wrong conversations
  • Secure client documents
  • Professional discretion

Access control:

  • Only authorized users
  • Secure login required
  • Session timeouts
  • Logout when done

Documentation​

Message history:

  • Permanent record
  • Can be referenced
  • Useful for disputes
  • Compliance requirement

Important conversations:

  • Save key decisions
  • Note action items
  • Follow up in writing
  • Create tasks if needed

Troubleshooting​

Common Issues​

"Messages not sending"​

Problem: Message stuck or not sending

Solutions:

  • Check internet connection
  • Refresh the page
  • Clear browser cache
  • Try again
  • Check file size if attachment
  • Logout and login again

"Cannot see new messages"​

Problem: New messages not appearing

Solutions:

  • Refresh the page
  • Check conversation is selected
  • Scroll to bottom
  • Check internet connection
  • Clear cache
  • Try different browser

"Attachment won't upload"​

Problem: File won't attach to message

Solutions:

  • Check file size (max 10MB)
  • Verify file type is supported
  • Check internet connection
  • Try smaller file
  • Compress file if too large
  • Try different file format

"User shows offline but they're working"​

Problem: Status not updating

Solutions:

  • Refresh the page
  • Status updates in real-time normally
  • They may have just logged out
  • Check with them directly
  • Presence may have sync delay

"Can't find old messages"​

Problem: Previous messages not visible

Solutions:

  • Scroll up in conversation
  • Check you're in correct conversation
  • Verify correct client/user selected
  • Messages may be loading
  • Refresh if needed

"Notification not working"​

Problem: No alerts for new messages

Solutions:

  • Check browser notification permissions
  • Enable in browser settings
  • Check system Do Not Disturb mode
  • Verify notifications enabled in Settings
  • Try different browser

Tips for Effective Messaging​

Quick Communication​

  1. Use for quick questions - Faster than email
  2. Confirm receipt of documents - "Got it, thanks!"
  3. Quick updates - "Policy approved, sending docs"
  4. Immediate responses - When client needs quick answer
  5. Coordination - Team alignment

When NOT to Use Messages​

Use other methods for:

Formal communications:

  • Use email for official notices
  • Policy documents via email
  • Legal communications via email
  • Formal quotations via email

Complex explanations:

  • Schedule call for detailed discussions
  • Face-to-face for complex topics
  • Video call for demonstrations

Urgent emergencies:

  • Call for immediate emergencies
  • Don't rely on messages for critical issues

Large file transfers:

  • Use email for large files
  • Use file sharing services
  • Messages have size limits

Message Templates​

Create mental templates for common messages:

Acknowledging receipt:

"Thank you for the documents. I've received everything and will
process this today. I'll update you by [time/date]."

Quick update:

"Quick update: Your [policy/claim/quotation] is [status]. Next
step is [action]. Expected timeline: [timeframe]."

Setting expectations:

"I've received your request. This typically takes [timeframe].
I'll keep you updated on progress. Please let me know if you
have any questions in the meantime."

Following up:

"Following up on our previous discussion about [topic]. Have you
had a chance to [action needed]? Please let me know if you need
any assistance."

Mobile Messaging​

Mobile Interface​

Optimized for mobile:

  • Responsive design
  • Easy touch interface
  • Swipe gestures
  • Mobile-friendly

Mobile view:

  • Contact list view
  • Chat view
  • Back button to switch
  • Full functionality

Best on mobile:

  • Quick responses
  • Check messages on the go
  • Send quick updates
  • View attachments

Mobile Tips​

  1. Keep messages shorter on mobile
  2. Use voice dictation for longer messages
  3. Photos from camera can be attached
  4. Download files to phone storage
  5. Notifications work well on mobile
  6. Switch to desktop for complex conversations

Keyboard Shortcuts​

Speed up messaging with shortcuts:

  • Enter: Send message
  • Shift+Enter: New line (don't send)
  • Ctrl+K: Search conversations
  • Esc: Close emoji picker
  • ↑/↓: Navigate conversations

Privacy and Compliance​

Data Security​

Messages are:

  • Encrypted in transit
  • Stored securely
  • Access controlled
  • Logged for compliance
  • Backed up regularly

POPIA Compliance​

Personal information:

  • Handled according to POPIA
  • Secure storage
  • Access restrictions
  • Retention policies
  • Client consent

Best practices:

  • Don't over-share personal info
  • Verify recipients
  • Use secure channels
  • Follow company policies
  • Professional standards

Last Updated: February 2026 Version: 1.0 For: InsureFlow Management System