Read this to learn how to find and reply to customer messages from one place in the Supplier Portal.
What is Messages?
Messages is the Supplier Portal’s centralized hub for all customer messages. It keeps the conversation thread and booking context together so you can respond quickly and accurately.
How to access Messages
- Log in to the Supplier Portal.
- Go to Bookings.
- Select Messages.
How to reply to a message
- Open a conversation in Bookings → Messages.
- Review the message history and booking details shown next to it.
- Reply directly in the Portal.
Note: Message history is available as long as the messages were sent through the Portal.
How and when to use Messages
Use Messages whenever you need to communicate with customers about an existing booking, especially when you need the booking details visible while you reply.
Use Messages for:
- Booking questions and updates (for example: meeting point details, timing, what to bring).
- Last-minute changes such as pickup time adjustments, where you need to review the booking and respond quickly.
- Managing operational details while keeping the conversation in one place (for example, coordinating pickup-related information when handling changes).
Tip: If you’re using tools like Pickup planner, keep Messages as your main channel for customer communication so the full booking context stays connected to the conversation.
What are Smart Replies?
When replying to messages in the Portal, you can use “Smart replies”. We know it can be time-consuming to answer customer questions, so we built this feature to allow you to reply faster to customers. The AI-powered tool looks at the booking details, activity information, and the conversation history, and it creates a draft reply for you. You can edit the draft before sending.
Frequently asked questions
- Who can use Messages? Suppliers with an active supplier account and customer bookings in the Supplier Portal.
- When was Messages launched? Mar 2, 2026.
Messages keeps customer communication and booking context together so you can respond faster—open Bookings → Messages and make it part of your daily routine.