Messaging

For: Everyone Where to find it: Sidebar → Messaging

Messaging is a real-time chat with the other organisations you've connected to on Tourium. Use it for quick questions, clarifications on rates, follow-ups on agreements, or just to keep a record of your conversations.

What you'll see

Messaging is split into two panels:

  • On the left, a list of your conversations, sorted with the most recent at the top. Unread conversations show a small badge.
  • On the right, the messages in the conversation you've opened. Your own messages appear on the right side of the thread, the other side's messages on the left, each with a timestamp.

A red dot appears next to Messaging in your sidebar when you have unread messages.

Common tasks

Open a conversation

  1. Click Messaging in the sidebar.
  2. Click any conversation on the left to load it on the right.

Messages are automatically marked as read when you open the conversation.

Reply to a message

  1. Open the conversation.
  2. Type into the message box at the bottom.
  3. Press the send button (or hit Enter).

You can only send a message once the conversation has been accepted — see below.

Accept or decline a new conversation request

When another organisation starts a conversation with you, it first appears as a pending conversation. Instead of a message input, you'll see a Review this connection request button. Click it, then choose Accept or Decline. Accepting moves the conversation to your regular list; declining closes it.

Start a new conversation

  1. Click the New Conversation button (the "+" icon).
  2. Pick a connected organisation from the list.
  3. Type your first message and send.

You can only start conversations with organisations you're already connected to. See Network directory.

Send an agreement from a conversation (suppliers only)

Suppliers see Send STO agreement in the menu beside the send button, which lets you send an STO agreement directly from a conversation — a convenient way to send a partnership template to someone you're already chatting with. See STO agreements.

Raise a support request from a conversation

A support request (also called a support ticket) goes to the supplier or agent you are connected to — it is not a way to contact Tourium. Use it to raise a formal issue with them, tied to the conversation.

  1. In the message box, click the small arrow beside the send button.
  2. Choose Create Support Request.
  3. Fill in the Subject and, if you like, an Initial Note, then click Create Support Request.

You can also raise one without a conversation: click Support Requests at the top of Messaging (or in the sidebar), then start a new one and choose the Recipient from your connections. If you have no connections yet, the page offers to take you to the network first.

Open a support request to add Notes, Resolve it with a resolution note, or Reopen it later. Notes and resolutions are visible to the other organisation. Raising and managing support requests needs the Manage support requests permission.

Need help from Tourium itself? Don't raise a support request. Ask the Guide to pass your question to support, or see Contact sales.

Delete a conversation

Use the options menu on the conversation header. Deleting is immediate — there's no undo — so only delete conversations you're sure you won't need to refer back to.

Tips

  • You can't message an organisation you're not connected to. Send them a connection request first.
  • Declined conversations show a short notice instead of the message box.
  • The message list auto-scrolls to the most recent message when you open or send a message.
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