Quick Summary
Every Thrivepix client has a dedicated project manager. Learn how to message them directly, when to use messages vs comments, and what to expect for response times.
What You'll Learn
- Who is your project manager
- How to send direct messages
- When to use messages vs comments
- Response time expectations
- Attaching files in messages
- Message best practices
Your Dedicated Project Manager
What is a Project Manager?
Your project manager (PM) is your main point of contact at Thrivepix. They:
- Oversee all your requests
- Assign developers and designers
- Ensure quality and timely delivery
- Answer questions about your projects
- Coordinate between you and the team
- Resolve any issues or concerns
How Project Managers Are Assigned
Automatic Assignment:
- Assigned within 24 hours of subscription
- Based on your industry and needs
- Matched to PM expertise
- Consistent PM for your account
PM Introduction:
- Welcome message from your PM
- Introduction email
- Optional onboarding call
- How to reach them
Your PM's Role
Request Management:
- Review new requests
- Clarify requirements
- Assign appropriate team members
- Monitor progress
- Ensure quality standards
Communication:
- Answer your questions
- Provide updates
- Coordinate with developers/designers
- Relay feedback
- Keep you informed
Problem Solving:
- Address concerns
- Resolve issues
- Handle escalations
- Find solutions
- Ensure satisfaction
How to Send Direct Messages
From Dashboard
Method 1: Messages Tab
- Log into portal.thrivepix.com
- Click "Messages" in main navigation
- Click "New Message" or "Compose"
- Select your project manager from recipients
- Write your message
- Attach files if needed
- Click "Send"
Method 2: Project Manager Card
- Go to Dashboard home
- Find "Your Team" or "Project Manager" section
- Click "Message" button next to PM name
- Message window opens
- Write and send message
Method 3: From Request
- Open any request
- Click "Message PM" button
- Message pre-filled with request context
- Add your message
- Send
Message Interface
Message Composer:
- To: Your project manager (pre-selected)
- Subject: Optional subject line
- Message: Your message text
- Attachments: Add files, images, links
- Priority: Normal or Urgent
- Send Button: Send message
Message Features
Rich Text Formatting:
- Bold, italic, underline
- Bullet points and numbered lists
- Links
- Code blocks
- Quotes
File Attachments:
- Images (JPG, PNG, GIF)
- Documents (PDF, DOC, DOCX)
- Design files (PSD, AI, FIGMA links)
- Spreadsheets (XLS, XLSX, CSV)
- Archives (ZIP, RAR)
- Max file size: 25MB per file
Message History:
- View all past messages
- Search message history
- Filter by date or topic
- Thread view (conversation style)
When to Use Messages vs Comments
Use Direct Messages For
General Questions:
- Questions about your subscription
- Billing inquiries
- Account settings
- General platform help
- Multiple requests or projects
Private Communication:
- Sensitive information
- Confidential details
- Payment discussions
- Account issues
- Personal concerns
Strategic Planning:
- Discussing upcoming projects
- Planning request queue
- Prioritizing work
- Long-term strategy
- Workflow optimization
Feedback and Concerns:
- Service feedback
- Team member performance
- Quality concerns
- Process improvements
- Escalations
Use Request Comments For
Request-Specific Communication:
- Questions about specific request
- Clarifications on requirements
- Feedback on work in progress
- Revision instructions
- Approval or changes
Team Collaboration:
- Communicating with assigned developer/designer
- Providing additional context
- Sharing reference materials
- Discussing technical details
- Progress updates
Documentation:
- Keeping request history
- Recording decisions
- Tracking changes
- Reference for future
Quick Decision Guide
| Scenario | Use |
|---|
| Question about specific request | Request Comment |
| General platform question | Direct Message |
| Revision instructions | Request Comment |
| Billing question | Direct Message |
| Feedback on completed work | Request Comment |
| Discussing multiple projects | Direct Message |
| Technical clarification | Request Comment |
| Account issue | Direct Message |
| Providing access credentials | Request Comment (secure) |
| Service feedback | Direct Message |
Response Time Expectations
Standard Response Times
Direct Messages:
- Business Hours: Within 2-4 hours
- After Hours: Next business day
- Weekends: Next business day (Monday)
- Urgent Messages: Within 1 hour during business hours
Business Hours:
- Monday - Friday: 9 AM - 6 PM EST
- Closed: Weekends and major holidays
Message Priority Levels
Normal Priority:
- Standard questions
- General inquiries
- Non-urgent matters
- Response: 2-4 hours
Urgent Priority:
- Blocking issues
- Time-sensitive matters
- Critical problems
- Response: Within 1 hour
When to Mark Urgent:
- Request is blocking your work
- Client deadline at risk
- Website is down
- Critical bug affecting users
- Payment or access issues
Don't Mark Urgent For:
- General questions
- Status updates
- Non-time-sensitive requests
- Routine communication
What Affects Response Time
- Time of Day: Faster during business hours
- Message Complexity: Simple questions answered faster
- PM Workload: May vary based on current projects
- Holidays: Slower during holiday periods
- Urgency: Urgent messages prioritized
Attaching Files in Messages
How to Attach Files
- Compose your message
- Click "Attach File" or paperclip icon
- Select file from your computer
- Wait for upload to complete
- File appears in message
- Add more files if needed
- Send message
Supported File Types
Images:
- JPG, JPEG, PNG, GIF, SVG
- Screenshots and mockups
- Design references
Documents:
- PDF, DOC, DOCX, TXT
- Requirements documents
- Brand guidelines
Design Files:
- PSD, AI, SKETCH, XD
- Figma links (preferred)
- Design assets
Spreadsheets:
- XLS, XLSX, CSV
- Data files
- Content lists
Archives:
- ZIP, RAR, 7Z
- Multiple files bundled
- Asset packages
File Size Limits
- Per File: 25MB maximum
- Per Message: 100MB total
- Large Files: Use cloud storage links (Google Drive, Dropbox)
Best Practices for File Attachments
- Name files descriptively (e.g., "homepage-mockup-v2.png")
- Compress large files before uploading
- Use cloud storage for files over 25MB
- Include file descriptions in message
- Organize multiple files in ZIP archive
Message Best Practices
Writing Effective Messages
Be Clear and Specific:
- State your question or need clearly
- Provide context
- Include relevant details
- One topic per message (if possible)
Use Descriptive Subjects:
- Good: "Question about Homepage Request #1234"
- Bad: "Question"
- Good: "Need Help with Billing Issue"
- Bad: "Help"
Include Relevant Information:
- Request numbers if applicable
- Project names
- Dates or deadlines
- Links to related items
Message Examples
Good Message Example:
Subject: Question about Request #1234 Timeline
Hi Michael,
I have a question about the Homepage Redesign request (#1234). My client needs this completed by January 20th for their product launch.
Is it possible to prioritize this request? I'm happy to provide any additional information needed to speed up the process.
Thanks!
John
Bad Message Example:
Subject: Question
Hey, when will my thing be done? I need it soon.
Communication Tips
- Be Professional: Friendly but professional tone
- Be Patient: Allow time for response
- Be Specific: Clear questions get clear answers
- Be Proactive: Don't wait if you have questions
- Be Responsive: Reply promptly to PM questions
Message Notifications
How You're Notified
- Email: New message notification
- Dashboard: Notification bell icon
- Badge: Unread message count
- Mobile: Push notification (if app installed)
Managing Message Notifications
- Enable email notifications for messages
- Set notification preferences
- Choose real-time or digest
- Customize notification sounds
Common Questions
Q: Can I message my project manager outside business hours?
A: Yes, you can send messages anytime. They'll respond during next business hours.
Q: What if my PM is unavailable?
A: Another PM will cover and respond. Your messages are never missed.
Q: Can I request a different project manager?
A: Yes, contact support@thrivepix.com if you'd like to discuss a PM change.
Q: How do I know if my PM read my message?
A: Read receipts show when message is viewed. You'll also get a response.
Q: Can I message developers/designers directly?
A: Use request comments for request-specific communication. PM coordinates all communication.
Q: What if I don't get a response?
A: If no response within 4 hours during business hours, send a follow-up or mark as urgent.
Q: Can I schedule messages?
A: Message scheduling is not currently available. Send anytime and PM will respond during business hours.
Need More Help?
Contact support@thrivepix.com or message your project manager