Messaging for Agents: Your Line to the Provider

When you place a booking through Vremly, the resulting order (or 'job') has a built-in chat thread that connects you directly to the company fulfilling your shoot. This is the Customer channel. Unlike email, where messages can get lost or buried, this thread is permanently attached to the specific order, so everyone can see the conversation history in context whenever they open the job. If a question came up three weeks ago about a re-shoot, the answer is right there.

As an agent, you see only the Customer channel. There is no Team tab visible to you, and no way to see the company's internal coordination notes. What you do see is a persistent history of every message exchanged between you and the company on this order — including messages sent by any company staff member, whether that is the Owner, an Admin, or the assigned Project Manager. The thread is the same for both sides; only the Team channel is hidden from you.

The Customer channel is the right place to ask anything order-related: 'Can we move the appointment by an hour?', 'The lockbox code is 4892', 'We would like to add aerial footage to this shoot', 'The photos look great, can you also edit the sky in shot #14?' All of these questions land directly in the company's queue. Company staff who have access to your order will see the message and can respond. You will receive a push notification on your iOS device when they reply.

On the iOS app, the Customer channel appears as a 'Messages' section on the Appointment tab of your Order Detail screen. If no messages have been sent yet, you will see a 'Start a conversation' prompt. Once messages exist, the three most recent appear as a preview — tap any of them, or the 'Message' button in the header, to open the full chat sheet. Inside the sheet, messages appear as bubbles in an iMessage-style layout: your messages on the right in the brand colour, the company's messages on the left with their name and avatar.

If you need help with your order right now and the company has not replied yet, the chat thread also serves as the documented record for any dispute or follow-up. Unlike a phone call, every instruction, access code, and change request is written down and time-stamped. That protects both you and the provider.