Xometry's in-plaform messaging is a centralized messaging system built directly into Workcenter. It allows you to collaborate with Xometry Partner Success Managers and Customers through direct messaging linked to your job. Every message and update is automatically tied to the correct job, so you always know what a conversation is about and a clear understanding where things stand.
This guide article covers how to start a conversation, keep it organized once it's underway, and use the FAQ below if a question comes up along the way.
Targeted Support, Tied to Your Job
To get started, visit your Job Management Page and Start a Conversation. Follow the steps below when starting a new conversation.
- Link the conversation to a specific job. If you're running multiple jobs at once, this means you're not stuck re-explaining which job a message is about every time
- You can also link the conversation to a specific part within the job, when applicable
- Select a clear reason from the dropdown menu that helps categorize your conversation and add a description if appropriate
Conversation features
Once your conversation has started, you have a full set of tools to manage it.
- Priority: If something needs faster attention, you can mark the conversation as ESCALATE. This signals urgency so it gets addressed sooner.
- Pinning: If there's a conversation you just want to keep an eye on, even if it's not urgent, you can pin it so it stays at the top of your queue no matter what else comes in.
- Uploading files: You can attach files directly to a conversation to share drawings, photos, or documents relevant to the job, no need to send them separately over email.
- Adding team members: You can add other people from your team directly to a conversation, so they have full context without you having to relay it separately.
Once an issue is resolved, you can categorize the conversation as closed, which keeps your active queue focused on what's actually still open. If the same issue comes back later, you don't need to start over, you can reopen that same thread and pick up where it left off.
Notifications
Check the message icon in your Workcenter header to see an aggregated count of every unread message across your conversations. Scan your Inbox and Queue to spot unread counts per conversation and prioritize before you click in, there’s no need to open a thread just to find out what's waiting on you.
Want a heads-up the moment you get a response, even when you're away from Workcenter? Turn on email notifications, push notifications, or both. Learn how to configure your preferences in New Job Offer Notifications.
FAQs
Do I have to log into Workcenter to respond to a message? Not for active threads. If you get an email notification about a new message, you can reply directly from your email client. You only need to log in to manage participants, upload secure files, or reopen a closed thread.
How will I be notified if I have an unread message? Notifications for active conversations show up in the OPC inbox, via the inbox icon in the header.
Can I Cc my colleagues on an email reply? Not at this time. Cc'ing someone through your email client won't add them to the OPC thread. To include team members, add them through the participant management tool (👥 icon) in Workcenter.
When should I use Workcenter Messaging? Use it to flag if there’s anything that could put your job’s timeline or quality at risk. Flagging an issue early lets Xometry help you work through it before it turns into something bigger. Beyond risks, it’s also a place you can normally text or email a Xometry Partner Success Manager. You get the speed of text with the added benefit of visibility and a clear trail. Please use the Workcenter Messaging for all new conversations with Xometry going forward. If you're managing job status changes and want more detail on how that process works alongside messaging, see Job Status Management (PSM).
Will Partner Success Managers still email me, or will they use the messaging function too? In most cases, Partner Success Managers will reach out through the messaging function. Keep an eye on the homepage for unread messages in your Inbox. If a Case Manager doesn't hear back from you within a day, or an issue is urgent, they may still call directly.
What if I don't hear back from Xometry and it's been over a day? Call the Customer and Partner Care team at +1-800-983-1959 and ask for the status of your inquiry. If it's urgent, mark the conversation as escalated to flag it for faster attention Be prepared to mention the Job ID.
What if my question is about a job that's no longer active, or not job-related at all? You can still access resolved issues by clicking "Closed" on the Job Details page. For anything not related to an active job, continue emailing work@xometry.com.