View Messages with Recipient
Communicate directly with Incentive Recipients about their requests
Overview
The Messages page allows you to have direct conversations with Incentive Recipients about their incentive requests. This is where you discuss details, request information, negotiate terms, change request status, and track communication history.
Important: Status changes happen through messages. When you send a message, you must select a status that will be applied to the request.
How to Access
- Go to Incentive Requests page (
/provider/incentive-requests) - Find the request in the table
- Click the action menu (⋮)
- Select "Messages With Recipient"
Direct URL: /provider/incentive-requests/message/<incentive_request_id>
Understanding the Messages Page
Page Header
| Element | Description |
|---|---|
| Back Button | Return to Incentive Requests list |
| Message Count | Total messages in conversation |
| Refresh Button | Reload conversation |
| Take Tour | Interactive guide for the page |
Message Display
Messages are displayed in a chat-style format:
| Sender | Display Style |
|---|---|
| Recipient (Referent) | Left side, blue styling |
| You (Vendor/Provider) | Right side, orange styling |
| System | Yellow styling with notifications |
Each message shows:
- Sender name and avatar
- Message content
- Timestamp
- Status badge (shows the status at time of sending)
Sending Messages
Step 1: Select a Status (Required)
Before sending any message, you must select a status from the dropdown menu.
- Status selector is located in the message composer area
- Available statuses depend on the current request status
- Click on status badges in "Available next statuses" section for quick selection
- Hover over badges to see status descriptions
Step 2: Write Your Message
- Type in the text area
- Maximum 1024 characters
- Press Enter to send, Shift+Enter for new line
Step 3: Attach Files (Optional)
- Click Attach button
- Select files to upload
- Supported: documents, images
- Maximum 3 files, 10MB each
- Wait for "Ready" status before sending
Step 4: Send
- Click Send Reply
- The message is sent and request status updates to selected status
Available Status Transitions
When replying, available statuses depend on the current state:
| Current Status | Possible Next Statuses |
|---|---|
| Requested | Under Review, Needs Info, Approved Confirmed |
| Under Review | Needs Info, Counter Request, Approved Confirmed, Requires Revision |
| Needs Info | Under Review (when info is provided by recipient) |
| Info Provided | Approved Confirmed, Needs Info, Requires Revision |
| Counter Request | Approved Confirmed (if recipient accepts) |
| Approved Confirmed | Completed |
Tip: Hover over status badges to see descriptions of what each status means.
Common Status Change Scenarios
Approving a Request
- Open the message page
- Select "Approved Confirmed" from status dropdown
- Write an approval message confirming details
- Click Send Reply
Requesting More Information
- Open the message page
- Select "Needs Info" from status dropdown
- Write message specifying what information you need
- Click Send Reply
Making a Counter Offer
- Open the message page
- Select "Counter Request" from status dropdown
- Write message with your counter offer details
- Click Send Reply
Requesting Revisions
- Open the message page
- Select "Requires Revision" from status dropdown
- Explain what needs to be revised
- Click Send Reply
Message Types
Text Messages
Regular text communication with recipients.
File Messages
Share documents, PDFs, spreadsheets:
- Click file name to download
- File size displayed
- Supports common document formats
Image Messages
Share images and screenshots:
- Click to view full size
- Supports JPG, PNG, GIF, WebP
System Messages
Automated notifications about:
- Status changes
- Claim events
- System updates
Editing and Deleting Messages
Edit Window
You can edit your messages within 15 minutes of sending.
How to Edit
- Click the menu (⋮) on your message
- Select Edit
- Modify content
- Click Save or press Ctrl+Enter
- Press Esc to cancel
How to Delete
- Click the menu (⋮) on your message
- Select Delete
- Message marked as deleted
Note: Only your own messages within the 15-minute window can be edited/deleted.
Loading Previous Messages
For conversations with many messages:
- Click "Load previous messages" button at top
- Older messages load above current ones
- Repeat to load more history
- "Start of conversation" shown when all loaded
Acknowledgement Replies
When a message has "Acknowledged" status:
- View acknowledgement replies from recipients
- Replies display recipient username, avatar, and message
- This confirms recipients have acknowledged receiving incentives
Best Practices
Effective Communication
✅ Do:
- Respond promptly to maintain recipient satisfaction
- Be clear and professional
- Always select appropriate status when sending
- Provide clear next steps
- Attach relevant documents
❌ Don't:
- Send without selecting a status
- Ignore requests for information
- Use inappropriate language
- Leave requests pending too long
Status Management
- Update status appropriately - Status reflects actual state
- "Under Review" when actively reviewing
- "Needs Info" when you need details
- "Approved Confirmed" triggers distribution capability
- "Completed" only when fully finished
Troubleshooting
| Issue | Solution |
|---|---|
| Can't send message | Ensure a status is selected |
| Status dropdown empty | Refresh page |
| Files won't upload | Check file size (max 10MB) |
| Message not appearing | Click refresh button |
| "Rate Limit Exceeded" | Wait a moment and try again |
| "Message Limit Reached" | Upgrade your plan |
Upgrade Notifications
If you see an upgrade modal:
- Message Limit Reached - Your plan's message limit is reached
- Distribution Limit Reached - When setting "Approved Confirmed" status
Consider upgrading to unlock unlimited messaging and distributions.