Using the messaging system
5 min read
Messaging System Guide
The OtterClaims messaging system provides direct communication with contract providers, keeping all claim-related conversations organized and accessible.
Accessing Messages
Messages Dashboard
Access all your messages from the sidebar:
- Click "Messages" in the left sidebar
- View all conversations organized by claim
- See unread message counts at a glance
- Filter by provider or date
Claim-Specific Messages
View messages for a specific claim:
- Open any claim from your claims list
- Click the "Messages" tab
- See the complete conversation thread
- Reply directly from the claim view
Sending Messages
Starting a New Conversation
- Navigate to the Messages section
- Click "New Message" button
- Select the claim you're asking about
- Choose the contract provider
- Type your message
- Click "Send"
Replying to Messages
- Open the conversation thread
- Read all previous messages for context
- Type your reply in the text box
- Add attachments if needed
- Click "Send Reply"
Message Features
Attachments
Include files in your messages:
- Click the paperclip icon while composing
- Select files from your computer
- Supported formats: PDF, JPG, PNG, DOC, XLS
- Maximum 10 MB per attachment
- Add multiple files if needed
Message Templates
Save time with pre-written templates:
- Access templates via the template icon
- Choose from common messages
- Customize before sending
- Create your own templates
Priority Messages
Mark urgent messages:
- Check the "High Priority" box when composing
- Provider receives immediate notification
- Message appears with a red flag
- Use sparingly for truly urgent matters
Message Organization
Filtering Messages
Find messages quickly:
- By Status: Unread, Read, Flagged
- By Provider: Show messages from specific providers
- By Date: Messages from last 7 days, 30 days, etc.
- By Claim: All messages related to a specific claim
Search Function
Search all messages:
- Use the search bar at the top of Messages
- Search by keyword, claim number, or VIN
- Results show matching messages with highlights
- Click any result to view the full conversation
Notifications
Email Notifications
Receive emails when:
- You receive a new message
- A provider responds to your message
- A high-priority message arrives
- A message requires action
In-App Notifications
Check the notification bell for:
- Real-time message alerts
- Unread message count
- Quick preview of new messages
- Direct links to conversations
Best Practices for Messaging
Writing Effective Messages
- Be Clear: State your question or issue upfront
- Include Details: Reference claim number, VIN, and specific parts
- Stay Professional: Use courteous, business-appropriate language
- Be Concise: Get to the point while providing necessary information
Response Times
What to expect:
- Most providers respond within 1-2 business hours
- High-priority messages get faster responses
- Complex questions may take longer
- Check business hours for each provider
When to Use Messaging
Use messages for:
- Questions about claim status
- Clarifications on approval conditions
- Updates on repair progress
- Requesting additional approvals
- Providing requested information
Message Templates Examples
Status Inquiry
"Hello, I'm following up on claim #[CLAIM_NUMBER] for [YEAR MAKE MODEL]. The claim was submitted on [DATE] and is currently showing as 'Under Review'. Could you please provide an update on the status? Thank you."
Additional Information
"Per your request, I've uploaded additional photos of [COMPONENT] for claim #[CLAIM_NUMBER]. Please let me know if you need any other information to process this claim. Thanks."
Repair Update
"Update on claim #[CLAIM_NUMBER]: The repair is now complete. I've uploaded photos of the completed work and the final invoice. The vehicle is ready for customer pickup."
Troubleshooting
Message Not Sending
If a message fails to send:
- Check your internet connection
- Verify attachment file sizes
- Try refreshing the page
- Copy your message text before retrying
Not Receiving Notifications
If you're missing notifications:
- Check your email spam/junk folder
- Verify your email address in profile settings
- Review notification preferences
- Contact support if issues persist
Pro Tip:
Set up email forwarding rules to ensure OtterClaims messages go to your main inbox. Add notifications@otterclaims.com to your contacts to prevent messages from being marked as spam.
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