The messaging layer is built to keep communication near the work. It includes a general inbox, job-specific threads, pinned conversations, avatar fallbacks, unread counters, and notification flows for mentions, assignment changes, due dates, and overdue work.
Use the general inbox for broader coordination
The inbox is best for ongoing conversations that are not tied to a single task or that span multiple operational topics. Search, pinning, avatar fallbacks, and cleaner thread layout make it easier to keep important conversations visible.
Pinned threads are especially useful for managers handling active crews, recurring customers, or urgent vendor coordination. Pin the threads you revisit daily so the inbox reflects your actual working rhythm.
Use per-job chat when the conversation belongs to the job
Job-specific threads are more valuable than general inbox messages when updates need to stay attached to the operational record. This is the right place for install notes, issue escalation, attachment references, or status clarification that someone may need to review later.
Keeping those messages inside the job page makes the CRM stronger over time because future readers can see not only what changed, but why people made the decisions they made.
Notification preferences matter
Users can control how they receive alerts for unread messages, mentions, assignment changes, due-soon work, and overdue jobs. Encourage users to set these intentionally instead of living with noisy defaults.
Too many alerts create blind spots just as quickly as too few. The goal is to make sure each role sees what helps them act faster without being buried.