Client chats: Overview

Client chats are one of the built-in communication methods at TaxDome, along with email and SMS. This feature is available for you and your clients in the web portal and TaxDome mobile app . 

Client chats, explained

Using client chats, you can:

• Communiquer avec les clients : poser des questions et y répondre, discuter des problèmes de travail, planifier des rendez-vous, etc. 

• Request files: Ask your clients to upload missing documents through chats . Documents uploaded to chat threads will be automatically put into clients’ profiles.

• Assign client tasks: Add to-dos for clients inside chats, displaying them as to-do lists with checkboxes. The progress of those tasks can be tracked on a separate page.

• Obtain ad-hoc information: Send the request to receive missing information or documents from the client ASAP.

• Collaborate with colleagues by mentioning them in a thread and sending internal messages which are not visible to clients.

You can get access to client chats by navigating to Communications > Chat or to the respective section in the client’s profile.

Access to chats

Les discussions sont sécurisées. Cela signifie qu'ils ne peuvent être vus que par :

• Clients pour lesquels vous avez créé le fil de discussion
• Ferme patron
• Administrateurs
• Team members with access to the client’s account or view all accounts access right

You can also use the internal messages , which are visible only to team members.

By default, clients can initiate new chat threads just like team members. It could also lead to a lot of chat threads. To keep things in order, you can disable the ability to create chats for clients  in the Firm settings. This way, clients can only reply to the threads you’ve created for them. 

Notifications de discussion

The firm member who started the thread receives notifications in Inbox+, email or both when:

• Client sends a new message to a chat thread
• Client or team member replies in a chat thread
• Client completes all tasks in a thread
• Client uploads a document in a thread

The other team members receive notifications if someone uses @mentions in a message, and they have access to the account. Notification preferences can be changed whenever you need to.

Automatisez les processus avec les chats

TaxDome firms widely use chats to automate text communication:

• Warn clients about necessary actions (e.g., e-sign form 8879 or invoice).
• Fournir des instructions (par exemple, expliquer comment remplir questionnaires ).
• Fournissez une liste de documents ou d’éléments d’action nécessaires pour terminer le service.
• Demander les documents manquants (par exemple, les documents nécessaires pour confirmer le statut commercial de l'entreprise ou la préparation des impôts).
• Signaler l'état actuel de la projet (par exemple, informer les clients de la révision de leur déclaration).

Since messages can be sent to clients via pipeline automations , you need to master the chat templates for different cases once. Then, after the job is moved to the specific stage of the pipeline, client will automatically receive the appropriate message.

Vue du client

When you send a message or start a new chat thread, clients receive a notification via email, mobile app and client portal . They need to open the notification and reply if necessary.