Docs / Deal Room

Deal Room chat

Pro

Overview

With chat on, your customer can message you directly inside the Deal Room — right next to the quote — instead of starting a new email thread. They ask a quick question, you answer, and the whole back-and-forth stays attached to the job.

Chat is a Pro feature. Turn it on in Settings (or per job). When it's off, the Deal Room simply doesn't show a chat — everything else works the same.

Before you start

  • A Setell Pro plan (or a Pro trial).
  • Chat turned on for the Deal Room — see "Turning chat on" below.

What your customer sees

  • A Messages tab in the Deal Room.
  • A floating "Have a question? Ask [your business]" button that stays put as they read, so they can ask without losing their place.
  • A simple chat where they can type a message and even attach a file or photo.

How chat works

  1. Your customer opens the Messages tab or taps Have a question?
  2. They type a message and send it.
  3. You reply from your side — the message shows up in their Deal Room.
  4. Replies appear within a few seconds; new messages show an unread badge on the floating button.

Turning chat on

  • Default for all jobs: Settings → Customer Portal → toggle Customer Chat (marked Pro).
  • Per job: open a job → Portal Options → toggle Customer Chat for just that one.

What happens next on your side

  • New customer messages reach you so you can reply quickly — the faster you answer, the more deals close.
  • Everything said in chat stays with the job, so you've got the full thread if you need it later.
  • Files your customer attaches in chat are kept against the job too.

Troubleshooting

  • No Messages tab in the Deal Room. Chat is off for this job, or you're not on Pro. Check Portal Options on the job and your plan.
  • Customer's message didn't reach me. Messages refresh every few seconds — give it a moment. Confirm chat is still on for that job.
  • Customer can't attach a file. Uploads are locked once the quote is signed (the deal is settled). Before signing, attachments work.
  • Still stuck → docs/reference/troubleshooting.

FAQ

  • Does my customer need an account to chat? No — it's right in their Deal Room link.
  • Is this live chat? It's near-real-time — replies show within seconds, not instant typing indicators.
  • Can they chat after approving or signing? Yes — the thread stays open so they can still reach you.
  • What if I'm not on Pro? The Deal Room still works for viewing, approving, signing, and paying — just without chat.

Related

docs/deal-room/overview · docs/deal-room/quote-approval · docs/deal-room/branding · docs/account/plans

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