Using the Conversations Panel for Work Orders and Inbounds
The Conversations panel is your primary communication tool for work orders and inbounds in Cahoot. All communication about a specific work order or inbound must go through its Conversations panel — not a separate support ticket.
What the Conversations Panel Is
The Conversations panel is a built-in messaging system attached to every work order and inbound. Because each conversation is tied to a specific item, the Cahoot team sees exactly what you're referring to, the full history stays in one place, and nothing gets lost between email threads or tickets.
Use it for:
- Requesting approval for inbounds
- Asking questions about work order status
- Providing instructions, clarifications, or change requests
- Uploading supporting documents such as invoices or photos
How to Access the Conversations Panel
From a Work Order or Inbound
1Go to Work Orders → Inbounds and open the specific item.
2Scroll to the Conversations panel at the bottom of the page.
From the Conversations Overview Page
To see all your active conversations in one place, open the Conversations page from the top navigation. Use the time frame filter (Last 7 days, Last 30 days, etc.) to narrow the list, click any conversation to view the full thread, or click the inbound or work order ID to jump directly to that item.
Sending Messages and Files
Sending a Message
1Click in the message text box at the bottom of the panel.
2Type your message with all relevant details.
3Click Send or press Enter.
Uploading a File
1Click the paperclip icon in the message area.
2Select your file (invoice, photo, etc.) and add a brief description.
3Send the message.
Downloading a File
Right-click the attachment in the message and choose Open link in new tab or Save link as… to view, save, or print it.
Response Times
Business hours are Monday–Friday, 9 AM–5 PM EST. Messages sent outside business hours are answered the next business day. Expected response times by priority:
- Urgent: within 4 business hours
- Standard: within 1–2 business days
- Non-urgent: within 2–5 business days
- Complex: initial response within 1 business day; resolution time varies
Follow up if you haven't received a response in the expected window, if the situation has become urgent, or if you have new information. Reference your original message when following up.
Troubleshooting
I can't find the Conversations panel
- Make sure you're on the specific work order or inbound page, not a list view
- Save the item first — the panel isn't visible while you're in edit mode
- Refresh the page, clear your cache, or try another browser
My message won't send
- Check your internet connection
- Confirm the message isn't empty and any attachment is under the size limit
- Refresh the page and try again
I'm not receiving email notifications
- Check your spam or junk folder
- Verify your email address in your account settings
- Add Cahoot's email domains to your safe sender list
Frequently Asked Questions
Can I delete messages?
No. Messages can't be deleted once sent. Send a follow-up message to clarify or correct information.
Who can see conversations?
Only you and the Cahoot team members working on your account. Other Cahoot customers cannot see them.
What if I need to discuss multiple work orders?
Use the Conversations panel on each individual work order so messages stay tied to the correct item and reach the right team members.
Can I use the Conversations panel on mobile?
Yes, through your mobile browser. The experience may vary by device.
When to Use a Support Ticket Instead
Use a support ticket — not the Conversations panel — for issues that aren't tied to a specific work order or inbound:
- General account questions
- Billing or payment inquiries
- Technical issues with the Cahoot platform
- Feature requests or suggestions
- Problems accessing your account
To open a ticket, go to Submit Ticket.