1. 1Where it livesOn the person page, the Messages tab holds the household's one conversation (the same on every family member's page), with the number of unread messages on the tab. In the portal it's the Ask tab, with the guides below it.
2. 2Write, tag, attachPick a topic (Housing, School…) so it reaches the right person, and who in the family it's about. Attach a photo or a PDF: it's uploaded like any document, so the AI check files it on the right step. You can edit or delete your own message for 15 minutes.
3. 3Who sees itThe employee, and the Admins and Members who run the case. Messages can hold health or family details, so employers (the people at a company whose cases an agency runs) and Viewers don't see them. A vendor sees only messages tagged with a topic assigned to them, and tags each message they write.
4. 4Nobody misses a messageA new message shows in the bell. If it's still unread after 10 minutes, the other side gets an email with a link (never the text), at most once an hour per conversation.
5. 5Unanswered on HomeWhen the employee has waited more than one working day for a reply, the household is listed under Unanswered messages on Home, longest waiting first.

Informational only. This guide is not legal advice. Always verify requirements with official government sources before acting. About this information