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The Conversations panel is your primary communication tool for all work orders and inbounds in Cahoot. This guide explains how to use it effectively and why it's required for all inbound related communication.

Important: All communication about work orders and inbounds must be done through the Conversations panel. Do not create separate support tickets for these items.

The Conversations panel is a built-in messaging system that appears on every work order and inbound page. It allows you to communicate directly with the Cahoot team about that specific inbound or work order.

Key Benefits

  • Context Preservation: All messages are tied directly to your specific work order or inbound
  • Complete History: View the entire communication timeline in one place
  • Faster Response: Our team can see exactly what you're referring to
  • No Lost Messages: Everything stays organized and accessible
  • Team Visibility: Multiple team members can participate in the conversation

When to Use the Conversations Panel

  • Requesting approval for inbounds
  • Asking questions about work order status
  • Providing additional instructions or clarifications
  • Reporting issues with specific items
  • Uploading supporting documents (invoices, photos, etc.)
  • Requesting changes or updates
Do NOT create support tickets for: Work order questions, inbound issues, status updates, or any inbound specific communication. Always use the Conversations panel instead.

Step by Step Guide

1Navigate to Work Orders → Inbounds

2Click on your specific inbound or work order to open the details page

3Look for the Conversations panel at the bottom of the page

Conversations panel location on inbound page
Click to expand image

Sending Your First Message

1Click in the message text box at the bottom of the Conversations panel

2Type your message clearly and include all relevant details

3Click Send or press Enter to submit your message

Best Practices for Effective Communication

Writing Effective Messages:

  • Be Specific: Include details like SKU numbers, quantities, or specific issues
  • Be Clear: State exactly what you need or what the problem is
  • Include Context: Explain the situation if it's not obvious
  • Use Professional Tone: Keep communication business-appropriate
  • One Topic Per Message: If you have multiple issues, send separate messages or clearly separate topics

Uploading & Downloading Documents and Files

Uploading Files

1Look for the paperclip icon in the message area

2Click to browse Your Computer and select your file (invoice, photo, etc.)

3Add a brief description of what you're uploading

4Send the message with the attachment

Supported File Types: Most common formats are supported including PDF, JPG, PNG, DOC, XLS. Maximum file size is typically 25MB per file.
Important: Do not upload BOLs or Shipping Labels in the conversation. Use the Shipping Documents section to upload your own carrier labels.
Conversations panel location on inbound page
Click to expand image

Downloading Files

1Look for the attachment in the message area

2Right-click the attachment and select "open link in new tab" or "save link as..."

3Navigate to the new tab to view the file and save or print as needed

Example Messages

Good Message Examples:

For Inbound Approval:
"Hello, please approve this inbound for processing. This shipment contains 500 units of SKU ABC-123 and is ready to ship. Expected ship date is [date]. Please let me know if you need any additional information."

For Status Update:
"Hi, can you provide a status update on this work order? The original estimated completion was [date] and I wanted to check on progress."

For Issue Reporting:
"I noticed the quantity for SKU XYZ-789 shows as 100 units, but it should be 150 units. Can this be corrected? I have the original order confirmation attached."

Avoid These Common Mistakes:

  • Vague messages like "Please help" or "There's a problem"
  • Not including relevant details or context
  • Using ALL CAPS (appears aggressive)
  • Multiple messages for the same issue sent rapidly
  • Including sensitive information like passwords or payment details

Expected Response Times

  • Urgent Issues: Within 4 business hours
  • Standard Requests: Within 1 business day
  • Non-Urgent Questions: Within 2 business days
  • Complex Issues: Initial response within 1 business day, resolution time varies
Business Hours: Monday through Friday, 9 AM to 5 PM EST. Messages sent outside business hours will be responded to on the next business day.

Getting Notifications

You'll automatically receive email notifications when:

  • Someone responds to your conversation
  • Status updates are posted to your work order or inbound
  • Important system notifications are sent

When to Follow Up

Consider following up if:

  • You haven't received a response within the expected timeframe
  • Your situation has become more urgent
  • You have additional information that might help resolve the issue
  • The initial response didn't fully address your question
Follow-Up Tip: When following up, reference your original message and briefly restate your need. Avoid sending multiple follow-ups in quick succession.

Common Issues and Solutions

I can't find the Conversations panel

  • Refresh the page and look again
  • Make sure you're on the correct work order or inbound page
  • Make sure you're not in Edit mode - save the inbound or work order first
  • Try using a different browser or clearing your cache

My message won't send

  • Check your internet connection
  • Make sure the message isn't empty
  • If attaching files, verify they're under the size limit
  • Try refreshing the page and sending again

I'm not receiving email notifications

  • Check your spam/junk folder
  • Verify your email address in your account settings
  • Add Cahoot's email domains to your safe sender list
  • Contact support if notifications are completely missing

Frequently Asked Questions

Q: Can I delete messages I've sent?
A: No, messages cannot be deleted once sent. However, you can send a follow-up message to clarify or correct information.

Q: Who can see the conversations?
A: Conversations are visible to you and the Cahoot team members working on your account. They are not visible to other Cahoot customers.

Q: Can I attach multiple files to one message?
A: Yes, you can upload multiple file attachments per message, subject to total size limits.

Q: What if I need to discuss multiple work orders?
A: Use the conversations panel on each individual work order. This keeps communication organized and ensures the right team members see relevant messages.

Q: Can I use the conversations panel on mobile devices?
A: Yes, the conversations panel is accessible on mobile devices through your browser, though the experience may vary by device.

When to Use Support Tickets Instead

Create a support ticket (not conversations panel) for:

  • General account questions not related to specific work orders
  • Billing or payment inquiries
  • Technical issues with the Cahoot platform
  • New feature requests or suggestions
  • Issues accessing your account

Quick Reference Guidelines

DO:

  • Use conversations panel for all work order and inbound communication
  • Be specific and detailed in your messages
  • Include relevant SKUs, quantities, or reference numbers
  • Attach supporting documents when helpful
  • Keep a professional, courteous tone
  • Follow up appropriately if needed
  • Use the panel for status updates and questions

DON'T:

  • Create support tickets for work order or inbound issues
  • Send vague or unclear messages
  • Include sensitive information like passwords
  • Send multiple rapid messages for the same issue
  • Use inappropriate language or tone
  • Forget to check for responses regularly
Remember: The conversations panel is designed to streamline communication and ensure nothing gets lost. When used properly, it leads to faster resolutions and better service for your account.

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