SMS & chat

Traise gives you two conversational channels in one place: SMS for client-facing messages and Chat for internal team communication. Both update in real time so the whole team stays in sync.

SMS with clients

Navigate to Messages (/messages) to open the SMS inbox.

• The left panel shows all your conversations. Use the search bar at the top to find a thread by contact name or number.
• The right panel shows the full message thread for the selected conversation.
• A client panel can be toggled open on the side to show the contact’s record without leaving the conversation. This panel is hidden for group conversations, and your preference is saved between sessions.

Starting or continuing a conversation

1. Search for an existing thread or click New to open the new conversation dialog.
2. Select a contact (or multiple contacts for a group message).
3. Type your message and press Send.

Scheduling a message

1. Open the conversation you want to schedule a message in.
2. Type your message in the input field.
3. Click the schedule icon next to the send button.
4. Pick a date and time, then confirm.

Attachments

Click the attachment icon in the message input to upload a file. Common formats (images, PDFs) are supported.

Tip

Group messages are great for policy renewal reminders. Send one message to everyone in a renewal batch instead of texting each contact individually.

Internal chat

The Chat section is a separate area for talking with your teammates — it does not send messages to clients.

The layout mirrors SMS: a searchable contact/channel list on the left and the conversation thread on the right. Messages arrive in real time via WebSocket, so you don’t need to refresh to see new replies.

Caution

SMS messages may be visible to other team members with inbox access. Avoid including sensitive policy details directly in message text — use the client record instead.