How to Message Your Account Manager

How Threads Work

Messages live in threads. Every thread is scoped to one of four things:

• General. Account level conversations not tied to a specific brand or video.
• Per client. Conversations about one brand or workspace.
• Per campaign. Conversations about one campaign inside a client.
• Per creative. Conversations about one specific delivered (or in flight) creative.

The scope lives with the thread, so when you open an old conversation you immediately see what it was about. The team also sees the scope, so they can pull the right context (the campaign brief, the delivered video, the persona) before they reply.

Where to Open the Messages Page

Click Messages in the left sidebar. The list of every thread you own opens, sorted by most recent activity. Unread threads have a badge.

The sidebar Messages item also carries an unread count badge so you can tell when there is a new reply without opening the page.

Starting a New Thread

From the Messages page, click New at the top of the thread list. The new thread picker opens. You choose what to scope the thread to:

• Pick General if it is not tied to any specific brand or video.
• Pick a Client to scope it to that brand.
• Pick a Client and Campaign to scope it to that campaign.
• Pick a Client, Campaign, and Creative to scope it to one specific video.

You can also start a scoped thread from inside the workspace itself:

• From a delivered creative's review page, click Message us about this variation. A creative scoped thread opens (or reopens if one exists).
• From a campaign workspace, use the Message about this campaign button.
• From a client's pages, use the message scoped to that client.

These buttons preselect the scope for you, so you do not need to pick from the dropdowns. The thread is idempotent: opening it twice from the same scope just returns to the same thread.

Sending a Message

Type into the composer at the bottom of the thread and click Send (or press Enter, with Shift+Enter for a newline).

For best results:

• Be specific. "The Hook scene for the Glow Serum creative needs a softer opening" beats "this video isn't working".
• Reference the exact thing. The thread already carries scope, but naming the scene, the moment, or the specific element saves a back and forth.
• Include what you want done. Are you asking a question? Reporting a defect? Asking for strategic input? Naming the ask up front helps the team respond well.

Attachments

Click the attachment icon next to the composer to attach files. Supported formats:

• Images. JPEG, PNG, WebP, GIF.
• Video. MP4, MOV, WebM.
• Documents. PDF, ZIP.

Useful attachments include reference images, competitor examples, brand guidelines, annotated screenshots of a delivered scene, or a PDF of a creative brief. Drag and drop also works, you do not have to use the button.

There is a cap on the number of attachments per message. The composer disables the add button when you reach the cap.

Read Receipts and Unread State

Opening a thread automatically marks it as read on your side. The unread badge on the sidebar and on the thread list updates shortly after.

Your account manager sees an unread indicator on their side too. They are not pinging the platform constantly, but every reply triggers an email to them, the same way every reply from them triggers an email to you.

Response Time Expectations

Your account manager typically responds within a few business hours. Messages sent outside business hours land in their queue and are addressed the next business day. Replies are not instant; this is humans on the other end, not an automation.

For urgent items, flag the urgency in the message. Include your timing (campaign live date, ad spend pressure, deadline) so the team can prioritize.

For details on how email notifications work, see Understanding Email Notifications. For how to navigate between the Messages page and individual thread entry points, see Where to Find Messages.