Secure messaging
Exchange encrypted messages with your client on each case. Who gets notified, what the unverified-sender warning means, and current limits.
On this page
What it’s for
Once a client has portal access to a case, you can message each other in PIToolkit instead of texting your personal phone or emailing case details. Messages are encrypted in the browser they’re written in, before they’re sent. PIToolkit can’t read them.
How it works
- Open the case’s Messages tab. There’s one conversation for each client on the case.
- Messages are text only; attachments aren’t supported. To send a file, share it as evidence or publish a report.
- The conversation shows the latest 100 messages.
- There’s no message limit on any plan.
Before your first message to a client, you’ll need to approve their safety code. Until you do, sending shows “Not sent — this client’s key needs your approval first.” See Inviting clients to the portal.
Notifications
When your client writes to you, you get an in-app notification and an email, “You have a new secure message”. The email never contains the message; it asks you to open the case in PIToolkit to read it. These notifications belong to the Client activity in the portal category, so turning that category off silences them too.
When your client has read your message, you’ll see an in-app notification saying so.
When you write to your client, they aren’t notified by email. They’ll see the new message marked as unread the next time they visit their portal. If something is time-sensitive, let them know by phone or your usual channel that there’s a message waiting.
Checks on every message
Each message is signed by its sender, and the receiving browser checks the signature. If a message can’t be verified, it’s marked “Unverified sender — Couldn’t verify this came from your client”, and its text isn’t shown. A client’s messages show this way until you’ve approved their safety code; approve it and they refresh. If you’ve already approved them, don’t act on an unverified message; contact your client another way.
If your client’s security key changes, you’ll be asked to check and confirm their new safety code before you can message them again.
When access ends
If you end a client’s access to a case, their copy of the conversation is no longer readable to them.