Providers & Recipients Management

Provider Visibility

Clients can start direct conversations with providers they have access to message. Available providers are determined based on the client’s journey assignments and business/team relationships.

Clients may see:

  1. Providers assigned to their active journey (always visible to the client)
  2. The business owner (for personal businesses)
  3. Team members with Participant+ access (for team businesses)

Team Owners and Contributors can choose to Opt Out of Direct Client Messages.

When enabled on a team member’s profile, clients will no longer see that provider as an available recipient for new conversations.

Recipients Management

In Direct Message threads, users can manually add recipients to the conversation using the Add Recipient button in the message header.

The recipient selector includes three tabs to help locate contacts more easily:

Clients Tab

Displays clients you have permission to message.

This may include:

  • Clients in your personal business
  • Clients within teams where you are an active Participant+ member
  • Clients on journeys where you are assigned as a provider

Providers Tab

Displays providers and team members you can message.

This may include:

  • Members of teams you belong to
  • Co-providers assigned to the same client journeys
  • Providers within your personal business
  • Providers on journeys within teams you own

Suggested Tab

Displays people related to the current conversation based on shared journeys or provider/client relationships.

Suggestions may include:

  • Other contacts connected to the same client journey
  • Providers assigned to journeys involving current conversation participants

Recipients already included in the thread will appear as Added in the recipient list.