Keeping an open line of communication with a brand is one of the easiest ways to keep your job running smoothly. Whether you have a question about the product, need a status update, or hit an unexpected issue, you can chat directly with the brand from inside JoinBrands.
💡 When to Reach Out
There are a few common situations where reaching out to the brand (and our Brand & Creator Assistance Team) will help keep things moving:
The product hasn't arrived.
The product arrived damaged.
You received the wrong product.
A refund has been issued by the marketplace.
If anything outside of this comes up, don't hesitate to message. The chat is there for any back-and-forth you need during the job.
🚀 How to Start a Chat
Contacting a brand is quick and simple:
Open the job details for the campaign you're working on.
Click the Chat section.
Send your message. The brand will see it and can reply directly from their side.
💡 Tip: Once you start a conversation, you can always find it again in the Resolution Center, so nothing gets lost.
🗂️ Your Chat List
Compact rows: each conversation is a neat row showing the brand's logo and name with a small product photo, so more chats fit on your screen and you can find the right one faster.
Quick tabs: a row of buttons above the list (All, Jobs, Retainers) lets you switch between conversation types with a single tap.
Search: use the search bar to find a chat by brand or product name.
Filters: open the Filters panel next to the chat tabs to narrow the list by job or retainer status, campaign, brand, product, job type, delivery type, or unread chats only. Each dropdown only shows values that actually appear in your own chats. Filters work the same way on the website and in the mobile app.
Pin a chat: pin important conversations so they stay at the top of your list, marked with a small pin. Pins are personal, so pinning a chat doesn't change what the brand sees.
Typing indicator: animated dots appear on a conversation in the list when the brand is typing, even if you don't have that chat open. In the mobile app they show as a small badge on the brand's avatar.
📱 On phones and tablets (web): the chat opens on a full-height list of your conversations. Tap a conversation to open it full screen, then use the back control (or your browser's back button) to return to the list.
👋 No chats yet? You'll see a welcome conversation from Leo Limin, our CEO, with quick links to your portfolio, the marketplace, the UGC Academy and your certifications.
🎓 Your chats also open with an automatic message introducing the JoinBrands UGC Academy (creator courses, weekly live calls, content feedback and brand-deal playbooks) with a Join link. On the website you can hide it at any time; in the mobile app it appears in your first chat.
✍️ Writing and Managing Messages
Formatting and emoji: make text bold, italic or underlined, and add emoji while you write.
Images: attach up to 10 images to a message, up to 100 MB each.
Reactions: react to a message with an emoji instead of typing a reply.
Edit: edit your own recent messages within 6 hours of sending them. After that, the Edit option disappears.
Delete: delete a message you sent within 6 hours of sending it. It disappears for both sides and the bubble reads "This message was deleted".
Copy and favorite: copy a message to your clipboard or add it to your favorites.
Is typing: while the brand is writing a reply, you'll see a typing bubble in the conversation where their message will appear.
⚠️ Good to know: the original text of edited and deleted messages is kept in our records, so our Support team can still review it if there is ever a dispute.
📓 Good to Know
A green dot next to the brand's icon means they're online right now, a great time to send a message for a quick reply.
Job statuses are shown inside the chat module, so you can always see where things stand without leaving the conversation.
🎉 You've Got This!
Clear communication is one of the best ways to build trust with a brand and land more jobs in the future. Don't be shy. If something comes up, just send a message and our team is always here to help along the way.