Messaging Overview

DarkLion has a built-in secure messaging system for day-to-day client communication. Clients can message from the desktop portal, and supported notification emails can route replies back into the same DarkLion thread.

How It Works

• Clients send messages from their desktop portal, or reply to supported notification emails. They see a chat-style interface when using the portal.
• Staff see all client messages in the shared Messages inbox. Threads from all clients come in here.
• When a client sends a message, the thread flips to Open status and appears at the top of the staff inbox.
• When staff reply, the thread flips to Waiting (waiting for client response).
• When the conversation is done, staff mark it Resolved and it moves off the active inbox.

Thread Statuses

• Open — Client sent a message; needs staff attention
• Waiting — Staff replied; waiting for client
• Resolved — Conversation complete; archived from inbox

Internal Notes

Staff can add internal notes to any thread — visible only to staff, never to the client. Useful for leaving context for teammates.

Client Notifications

When staff send a message, the client gets an email notification with the message preview and clear next steps. They can reply directly to supported emails, or use a desktop or laptop if the action requires the client portal.