How to Message Your Account Manager

Where to Find the Messaging Interface

Messages on RealityMold are organized as threads attached to specific video requests. To message your account manager about a particular request, navigate to that request's detail page and scroll to the Messages section.

You can also view all your message threads from the Messages overview page, accessible from the sidebar navigation. Each thread is tied to a single video request, keeping conversations focused and easy to reference later. This structure ensures that feedback, revisions, and questions stay connected to the content they relate to.

Sending a Message

Type your message in the text field at the bottom of the thread and click Send to submit it. Your message is delivered directly to your dedicated account manager.

For the best results, keep messages specific and actionable. Reference particular variations by number or describe the change you need clearly. Specific feedback like "variation 2 needs a slower opening transition" is more effective than general notes, and helps your account manager act on your input quickly.

Attaching Images

Click the attachment icon next to the message field to upload an image. Supported formats include JPG, PNG, and GIF.

Image attachments are useful for sharing reference material, competitor examples, brand guidelines, or annotated screenshots of delivered videos. Visual context helps your account manager understand feedback that is difficult to describe in text alone, especially when discussing specific visual elements, color palettes, or layout preferences. There is no limit to the number of images you can attach to a single message, so include as many references as needed to communicate your vision clearly.

Expected Response Times

Your account manager typically responds within a few hours during business hours. Messages sent outside business hours are addressed the following business day.

For urgent requests related to active video productions, flag the urgency in your message so your account manager can prioritize accordingly. Including context about your timeline or campaign deadlines helps set expectations for both sides.

You will receive an email notification when your account manager replies, so you do not need to keep the platform open while waiting. Click the link in the notification email to go directly to the conversation thread. For more on how notifications work, see Understanding Email Notifications. To learn about other ways to access your conversations, see Where to Find Messages in the Platform.