Write to the customer with Claim chat

Claim chat is one conversation per damage claim between your office and the customer. It is separate from the job chat: the foreman does not see it, and it stays on the claim.

Switch it on

1. Go to Settings › Documents & bill of lading › Claims.
2. Under Claim chat, turn on the Claim chat switch.
3. Press Save.

It is off until you turn it on. Each branch has its own switch.

Write to the customer

1. Open the claim from Claims in the menu, or with the Claims button in the order window.
2. Find the Claim chat card, under the offer.
3. Type your message and press Send. The box has the AI sparkle and the microphone.

You need Can see Claims Tab on your Permissions tab. The customer sees your first name and "Office", never your phone number or email.

What the customer sees

The chat is on the customer's claim page, the same page their claim link opens. They read your messages and write back there.

How the customer is told

When you write and the customer isn't on their claim page, MoveBoard tells them:

• They get one text: "You have a new message about your claim", with your company's short link to their claim page. The text doesn't include your words.
• If they don't take texts (they sent STOP, or texts are off on the order), or your company doesn't text, they get one email instead.
• If they haven't read the chat yet, more messages from you send nothing more. The next text waits until they have read it.
• Nothing goes out during your quiet hours (Communication › Workflows). That message stays in the chat for them to read, and no text or email is sent later for it.

Who is told when the customer writes

• The claim's owner gets a notification.
• On an Unassigned claim, everyone who can manage claims gets it.
• Nobody else is told, even someone who gets every customer message.

It starts as an App notification. Each person can change it under Customer wrote in a claim chat in their notification settings.

What is kept

• Every message, from either side, is also a line in the claim's Activity and in the order log.
• A Paid or Closed claim's chat can only be read, by you and by the customer. Reopen a closed claim and its chat opens again.
• Messages are never removed.

Good to know

• A message can be up to 800 characters.
• Claim chat has no attachments, like the job chat. The customer adds photos and papers on the claim itself. To ask for more, use Ask the customer for more on the claim.