Service hours requests — notes & messaging thread

Every service hours request has a real-time messaging thread shared between your org and the customer. Both sides see the same conversation — no email back-and-forth needed.

Org side (Accounts → Hours tab):
• Open a request and scroll to the Messages section
• Type a note and press Enter (or click Send) to post
• Attach files using the paperclip icon
• You'll see whether the customer is online (green dot) and whether they've read your message (✓ sent, ✓✓ seen in green)

Customer side (Customer Portal → Requests tab):
• Open any submitted request to see the thread
• The same compose area lets them reply directly
• Partner online/offline status is shown at the top of the thread

Read receipts update automatically — when the other party opens the thread their "read at" timestamp is recorded and your sent messages flip to ✓✓ in real time.

Messages are immutable once sent — they cannot be edited or deleted.