Reply to Participant Messages

Keep participant portal messages and staff replies attached to the relevant event participant record.

Article guidance

Participant messages are most useful when they stay with the record they are about. A message about documents, arrival time, payment, vehicles, or pitch placement should be visible to the next staff member who opens that participant.

How conversations work

Participants can send messages from their portal where messaging is available.
Staff replies appear in the event conversation history.
Each conversation is linked to an event participant.
Replies can be emailed to the participant and recorded for context.

Before replying

Check the participant status, payment, documents, pitch details, and recent messages so your reply matches the current record.
Use internal notes for staff-only context and participant replies for information the participant should receive.
If the same answer applies to a group, send a filtered event communication instead of repeating individual replies.

Reply to a message

Open Communications: Go to the event Communications tab.
Select the conversation: Choose the participant conversation from the list.
Read the recent history: Check what has already been said before replying.
Write a clear reply: Answer the question and include the next action if one is needed.
Send: SmartGig queues the reply and records it in the conversation.