Messaging Functionality in the Workbench

Overview

The Messaging feature in Thentia Cloud Workbench allows agency staff to communicate directly with portal users during specific transactions. It’s a useful way to request clarifications or additional information from applicants or licensees.

Messages are organized into threads, initiated by Workbench users. Once started, a thread persists and cannot be deleted, maintaining a complete history of communication between the Workbench and portal users.

Key Functionality

• Only agency staff (Workbench users) can start new message threads.
• Portal users (e.g., applicants, licensees) can reply but cannot initiate threads.
• Messages are tied to a related record in supported entities and can be viewed in:
  • Messages Tab within the record (Messages Tab is located in the expandable right panel)
  • Register > Message Threads
  • Communications > Messaging > Message Threads

Note: Once created, a thread cannot be deleted.

Creating or Viewing a Message Thread

1. Navigate to the entity and record you want to message from.
2. Open the Messages Tab located on the expandable panel on the right.
   To expand the right panel, click the expand button located in the upper right corner.
   
3. You can:
   • View existing threads by double-clicking them.
   • Click + Create a new connected record to start a new thread.

Fill Out the Conversation Details

• Recipient Profile: Select an existing profile or use a new email address.
  • Using a new email address will create a new portal user record and profile.
• Recipient Business: Use this if messaging a business entity instead.
  • Only one of Recipient Profile or Recipient Business can be selected at a time.
• Related Record: This field is prefilled and cannot be changed.
• Subject: Enter the subject line that the portal user will see.
  

Notifications and Message Body

• Select Follow thread and enable email notifications to receive email updates when replies are received.
  
• Message Body: Compose your message.
  • Use Add Attachment to include files.
  • Use Message Template to insert prewritten responses.

Note: Selecting a message template and clicking Add Message will replace any existing text in the Message Body field.

Click Send to deliver your message. The thread and its attachments will display below.

Viewing and Following Up

• The message thread appears under Files & Activities > Messages after sending.
• Portal user replies trigger email notifications to subscribed Workbench users.
• Threads can also be accessed through Messaging > Message Threads.

To mark a message as read, click Mark Read.

Note: Marking a message as read does not notify the portal user.

Creating a Message Template

1. Go to Communications > Messaging > Message Templates
2. Click + Create a new record
3. Enter:
   • Template Name
   • Template Body using rich text and supported variables

Examples:

• {{reg_profile.reg_first_name}} → recipient first name
• {{reg_applicationstatusid.text}} → application status

4. Click Save to store your template.

To edit or delete a template, open it from the list or use the Delete the selected record option.

Limit Template Visibility

To show only templates created by a specific user:

1. Create a Privilege in the Workbench.
2. Set Entity to Message Template
3. Set Read Access Level to Owner

This restricts access so each user sees only their own templates.

Configuration

Enable Messaging on a Portal

1. Go to Config > Customer Site > Portal Settings
2. Set Enable Messages to Yes

Note: If the setting is missing, drag it from the Administrative section in port_site.

Configure Email Template for Message Notifications

Create this template in comms_emailtemplate if it doesn’t already exist:

• Name: onlineservice.new.external.message.received
• Locale: en-US
• To Email: {{reg_email1}}
• Subject: New Message Received
• Body:

makefile

CopyEdit

Hi {{tc_name}},

You've received a new message regarding {{recordName}}. Please log into your respective portal to review and respond to the message, if required. 

{{sysmsg:applicationportal}}

{{sysmsg:serviceportal}}

{{sysmsg:businessportal}}

Thanks,  

{{sysmsg:legalname}}

Enable Messaging on an Entity

1. Go to the entity’s settings page.
2. Check Enable Messaging feature for this entity.
3. Optionally select a lookup field for default recipient population

Portal User Messaging Experience

When a message is sent, portal users:

• Receive an email notification
• See a badge on My Inbox in the portal
• Reply and add attachments via the thread.