Customer communication in the project

Written By Janina

Last updated 6 months ago

Proyex's project-related customer communication is deliberately structured.

There is no traditional project chat for customers.
Instead, communication within the project takes place via:

  • Revisions (feedback and approvals)

  • Task status and file uploads

  • Automatic email notifications

This ensures that feedback remains traceable and linked to the right places.

🧭 Basic principle

Project communication with customers mainly takes place via revisions in Proyex.

This means:

  • Feedback is always linked to a specific delivery

  • Approvals are documented

  • Deadlines are binding

  • Changes are traceable in the log

The Help Center with chat is available for general tool questions. However, this does not apply to project communication.

Communication about revisions

Revisions are the central location for feedback.

Here you can:

  • Upload drafts or results

  • set a deadline

  • Publish the revision

  • Get feedback from the client

The customer can:

  • Leave a comment

  • approve the delivery

  • or reject it

All changes are recorded in the change log.

For details on how to create a change log, see the article "Obtaining feedback from customers".

Communication about tasks

Tasks are also part of project communication.

Customers can:

  • change the status of tasks (e.g., from "In progress" to "Completed")

  • Upload files to tasks

The following is not possible:

  • Comment on tasks

  • Start new revisions

Tasks are intended for organizational coordination rather than for content-related feedback processes.

Communication via files

In the Files section, you can:

  • final results can be uploaded

  • provide project materials

Customers can:

  • download files

  • upload their own files

However, feedback on content changes should be provided via revisions, not via the file area alone.

Email notifications

Customers can be automatically notified by email, e.g., in the case of:

  • Newly created revisions

  • changed revision status

  • assigned tasks

  • Task status changes

  • mentions

  • Form assignments

  • Reminders

Particularly important:
For open revisions, customers are automatically reminded by email when feedback is pending.

This means you don't have to follow up manually.

Internal team communication

Proyex also features an internal team chat.

This can be used:

  • project-specific or cross-project

  • only visible to team members

  • not accessible to customers

It is used for internal coordination and is completely separate from customer communication.

What is not part of project communication

Proyex Does not replace general communication channels such as:

  • Email

  • Meetings

  • Phone calls

Queries or consultations can still take place externally. However, revisions should
always be used for traceable feedback and approvals.

Avoid common mistakes

To ensure clear communication in the project:

  • Do not collect feedback via WhatsApp or Messenger

  • Clearly name revisions (e.g., "Web design homepage - Round 1")

  • Determine in advance how many revisions are included

  • Use revisions selectively, not for every little thing

Structured communication saves time and prevents misunderstandings.

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