On the CSP platform, a conversation is associated with a specific request that you have within the CSP platform. For example, if you start a new request, a new conversation thread will be started for it. The thread will store all of your messages, the messages from our team, and any messages from the system. At any point, you can see the complete history of a conversation.

How to Send and Read Messages

There are two ways how you can read and send messages. Through the 'My Inbox' page and by clicking on the icon on the Request page.

How to access messages using the 'My Inbox' page

1. Click on the 'My inbox' button on the left navigation panel to open all workflows managed by your user (see picture below).

2. On the 'My Inbox' page you will see the list of active requests and conversations threads appropriate to them.

Click on the name of the appropriate request to open the conversation thread for the appropriate request. Here you can ask questions, enter your reply and attach files that will be sent to your client services team. They will review your message and respond.

How to access messages using the Request page

You cal also access the conversation thread for specific requests while being on that request page. To do this click on the icon (see picture below).

If you want to learn more about how Service requests are processed in CSP, please read the How Service Requests Work article.

How to Send a Message

1. Open conversation thread using any above-mentioned method.
2. Write your question in the field that says "Enter your questions here (Required)". When you click the ‘SEND’ button, the message will move to the Conversation History section (see picture below).

When you SEND the message, the request will be visible to the responsible person on the workflow.

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Attaching files

You can attach and send a file by clicking on the clip icon and selecting an appropriate file.

What do icons mean?

When the Staff user replies back to you, you will see a notification badge on the ‘My Inbox’ icon that will show you the number of unread conversations you have in your inbox (see picture below). You will also be notified via email.

Requests with unread messages will have a blue icon close to them and requests assigned to you that wait for your actions will have a red notepad icon . You can click on it to open and take action on the request.

Conversations Tabs

By clicking on “My Inbox” in the Left Navigation you can monitor the status of your in-progress service requests and check the new messages received.

This 'Conversations' page displays 3 tabs with requests: In Progress , Closed , and Subscriptions (see picture below).

• In Progress is the main tab to monitor the status and act on active service requests. It shows all your active requests sorted by the time when the last action was taken. Here you can see the current step of the service request as well as the time when the last message was sent and the sender's name.

• Closed tab shows all completed and canceled service requests. Here you can find the message history for closed and canceled requests, however, it is not possible to send new messages from here.

• Subscriptions tab provides the list and brief information about all active ongoing services that you are subscribed to. This includes the duration of the ongoing service and the expiration date.

How to Read Messages

Messages from our team or from the system will be displayed in the Conversation History section accessible by the steps mentioned above.

Messages will be listed in chronological order, with the most recent message on top. You can scroll through this message history to see older messages.

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Messages are not shared across requests

You exchange messages in the context of a specific Service request. These messages are stored with that request, and the message history can be seen at any step of that request only. In other words, messages from one request are not shared with any other request.