Messages (Basic): Send Manually or Automatically

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TaxDome’s Messages feature allows you to communicate securely and in real time with your clients. Use it to schedule appointments or ask clients for missing information. Plus, Messages lets you set up reminders, attach files, assign tasks to clients and more.

Covered here:

Messages

Go to the Messages tab or left sidebar and click New Chat to begin securely communicating in real time with a client. Chat threads are neatly organized within each client account, and you’ll always be able to see how many messages remain unread.

About Messages:

  • Like Slack or texting, Messages allow you to have real-time chats with your clients.
  • Chat threads are a secure place to ask questions, request files and assign tasks.
  • Use @ before a team member’s name to get their attention inside a chat. 
  • Clients receive notifications about new chats and pending questions.
  • When someone responds to a chat, creates a new chat, makes changes to client tasks or uploads a document, you get a notification and an email in your inbox+.
  • When you add tasks for clients inside a chat, they are displayed as to-do lists with checkboxes. 
  • The progress of those task to-dos can be tracked on a separate page.
  • You can set up automatic reminders for chats.
  • Once you have what you need, archive the chat to avoid clutter.
  • To send identical messages to multiple clients, use message templates inside chats.
  • The Messages feature is also available on the TaxDome mobile app.

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Note: If you try to leave the Messages page without clicking send , you’ll see a warning. Click Cancel in the alert pop-up, then send. Don’t select Prevent this page from creating additional dialog unless you want to stop receiving this alert.

Creating New Chats

A chat thread can be created by a firm owner, an admin or a team member assigned to the account or with view all accounts access rights.

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Note: Clients who are offline cannot receive messages from the chat feature. In order to use Messages, clients must have an active TaxDome account, a login and portal access.

There are three different ways to send a chat message:

Start a Chat With a Client

To start a chat , click the + NEW button in the left sidebar menu, select Chat from the slide-out, then write a note. You can also go to the account, open the Messages tab and click New Chat.

Click the Create Chat button. The client automatically receives an email notification about the new message.

Below, learn what to do in the numbered sections on the New Chat page:

1. To: Select the name of the person the message is for.

2. Template: Choose a template for a frequently sent message. For more details about templates, go here. Select a template only when creating a new message not when responding to one.

3. Subject: Enter the subject line; it will be displayed in the Chat list. When you use a message template, it is automatically populated.

4. Message: Compose the message—use text formatting, emoji, bullets, numbered lists and links. When you apply a template, the message automatically populates. Get a team member’s attention in the message by using @ before their name.

5. Reminders: Toggle on if you want a reminder email to go out to the client when they don’t respond within a certain time frame (more details below).

6. Documents: Attach files from your desktop or TaxDome (more details below).

7. Tasks: Add checklists for your clients. For more details, go here.

8. Create Chat: Click to send your message to the client. Otherwise, click Back.

Send a Message to Several Clients

If you need to send the same message to lots of clients, use our bulk-messaging feature.

Go to Clients from the left sidebar menu, select the checkboxes next to the clients you want to send the message to, click More actions in the top menu bar, then click Send Message in the pull-down. Select a message template or write a title for the message (optional), add your text, then click Create Chats.

Add documents and tasks to a message thread later if needed. 

Auto-send a Message to Clients


Use automations to make messages automatically go out when jobs move to a new stage in a pipeline. First, you’ll need to create the message template. To learn how, go here. Once you have a template, follow these steps:

1. Go to Settings from the left sidebar, select Pipelines, then click on the pipeline name or CREATE PIPELINE.

2. In the Stages section, select the stage you want to add the automation to, click + Add automation on the far right, then select Send Message in the pull-down.

3. Select the message template for the automation. Decide whether you want to toggle on Reminders; if you do, the client will get a reminder when they don’t respond to a message within a certain time frame. For more details about Reminders, see below.

4. Click SAVE. Once the automation is added, you’ll see it by going to the pipeline page and clicking the automation icon above the stage.

Once a job in the pipeline moves to the new stage with the Send Message automation, a notification with the automation is displayed. If you don’t want an automatic message to be sent, deselect the automation, then click MOVE.

Setting Up Reminders

Whenever you send a message, a notification goes out. Users linked to the account who have Notify toggled on receive it. You can check which users have Notify toggled on by going to the account’s Info tab and viewing the Contacts section.

If recipients take too long to do the requested action item, you have two options:

Manually Resend 

To resend a notification about a pending message, click the three dots on the top right of the message thread, then select Resend.

Here’s what happens:

  • An additional email message is sent to the client.
  • A portal notification for this item will be moved to the top of the client's to-do list.

Set Up Automatic Reminders

While creating a chat—or while setting up a Send Message automation in a pipeline—toggle on the Reminders if you want an email to go out when the client doesn’t respond with a chosen time frame.

How to configure Reminders:

  • Inactivity Threshold, Days: Remind the client about a message when they haven’t responded within x number of days. By default, a reminder goes out to the client three days after the last message in a thread was sent. Change this to whatever you prefer.
  • Limit to: Send up to x number of reminders. By default, one reminder email is sent, but you can also change this to whatever you prefer.
  • Reminders can be turned on or off at any time by going to the chat thread. They are always for the last message in a thread.

At the top of the Reminders section, you’ll see how many reminders went out.

Reminders stop when...

  • ...the client has not responded to the message, but the set number of reminders has been sent.
  • ...the client has responded to the last message in the thread.
  • ...all client tasks in the thread are checked off as completed.
  • ...you archived the chat thread.
  • ...you disabled Reminders.
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Note: If you archive a chat thread but then reopen it, the Reminders option is toggled on as if the message is new.

Attaching Files Inside Chats

A firm owner, an admin or a team member with access rights to manage documents can attach files to chat threads. When you create a chat or even afterward, attach files either from your desktop or from a top-level folder with Client can view or Client can view and edit access.

Click Attach documents, then select one of the options:

  • Attaching files from TaxDome: Select From TaxDome, click the folder, then choose the documents you want to attach, either from a top-level folder with Client can view or Client can view and edit access (you cannot attach a file from a top-level folder with Private access).
  • Uploading files from your computer: Select From My Computer, click ADD DOCUMENTS, then locate the files you want to upload from your desktop. For more details, go here.
  • Uploading folders: Select From My Computer, click ADD FOLDER, then choose the folder. For more details about folders, go here.
  • Uploading zip files: Select From My Computer, click ADD DOCUMENTS, then locate the zip you want to upload. It will automatically unpack. For more details, go here.

Files uploaded to chats are saved to the default client’s folder ( Client Uploaded Documents).

When a client or other team member uploads a document, you get a notification in the chat thread and in Inbox+

Including Videos Inside Chats

Want to add visual to your messages to clients? Include Loom, Vimeo, YouTube and Google Drive clips when it’s easier to show than tell. Click the video icon in the text-formatting toolbar, then paste a link in the Embed video pop-up. 

Your client will see the video right inside your shared chat thread. 

Adding Client Tasks Inside Chats

To learn about adding Tasks, go here.

What Clients See When You Send Messages

A client views and responds to a chat you’ve sent them by clicking the notification on their dashboard, clicking the link in the email notification or by going to the Messages section of their portal. Client tasks are also displayed inside notifications.

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Tip: By default, the message content is not displayed in the email body (the client will need to navigate to their portal to see it). However, if the content is not sensitive, show it in the email.

If you’d like to see TaxDome from the client’s side, access a read-only view of their portal.

Responding to Client Messages

Go here.

Seeing All Chats for One Account

Go here.

Seeing Which Chats Have Been Received and/or Read

Go here.

Archiving and Reopening Chat Threads

Go here.

Deleting Chat Threads

Go here.

How to Link and Automove Messages in Jobs

Go here.

pro

This page is for TaxDome Lite users. Switch tabs above to view the TaxDome Pro version.

TaxDome’s Messages allows you to securely communicate with your clients inside real-time chat threads, like Slacking or texting. Use our chat threads to schedule appointments or ask clients for missing information. Plus, set up reminders, attach files in chats and more.

Covered here:

Messages

To start chatting with a client, open the Messages tab and click New Chat or go to the left sidebar and just click Chat. Chats are secure threads where you communicate with clients and team members in real time. The threads are neatly organized inside each client account, and you’ll always be able to see how many messages remain unread.

About Chats:

  • Chats happen in real time.
  • Chats are created by a firm owner or a client.
  • Chats are a secure place to ask questions and request files.
  • Clients receive notifications about new chats and pending questions.
  • When clients respond to a message, create a new chat, make changes to client tasks or upload/attach a document to a chat thread, you receive an email and a notification in your Inbox+.
  • You can set up automatic reminders when a client doesn’t respond to a message.
  • Once you have all you need from a chat thread, archive it to avoid clutter.
  • To send identical messages to multiple clients, use message templates inside chats.
  • Use @ before a team member’s name to get their attention inside a chat.
tip

Note: If you try to leave the Messages page without clicking send , you’ll see a warning. Click Cancel in the alert pop-up, then send. Don’t select Prevent this page from creating additional dialogs unless you want to stop receiving this alert.

Creating New Chats

A chat thread can be created by a firm owner or any team member assigned to the account or with view all accounts access.

tip

Note: You can’t send a message to a client who is offline; clients need to have an active TaxDome account, a login and portal access to use the Chat feature.

There are two ways to begin chatting with clients:

Start a Chat With a Client

To send a message to a client, click + NEW in the left sidebar menu, select Chat from the slide-out, then write a note. You can also click the New Chat button in the Messages section of the client account profile.

Click Create Chat. The client automatically receives an email notification about the new message.

Below, learn about the numbered fields in the New Chat window:

1. To: Enter the name of the person the message is for.

2. Template: Select a templates for a frequently used message. For more on creating templates, go here. Select a template only when creating a new message not when responding to one.

3. Subject: Write the subject line here; this is what will be displayed in the Chat list. When you use a message template, it is automatically populated.

4. Message: Compose a message using text formatting, emojis, bullets, numbered lists and links. The message is automatically filled in when you use a template.

5. Reminders: Toggle on Reminders if you want a reminder email to go out to the client when they don’t respond within a certain time frame. For more about reminders, see below.

6. Documents: Attach files from your desktop or TaxDome. For more on how, see below.

7. Create Chat: Hit the button to send your message to the client. Otherwise, click Back.

Send a Message to Several Clients

If you need to send the same message to multiple clients, use our bulk-messaging feature:

Go to Clients from the left sidebar menu, select the checkboxes next to the clients you want to send the message to, click More actions in the top menu bar, then click Send Message in the pull-down. Select a message template or write a title for the message (optional),  add your text, then click Create Chats.

Plus, add documents to message threads when needed.

Setting Up Reminders

Whenever you send a message, a notification about it goes out. All users linked to the account who have Notify toggled on receive it. You can check which users have Notify toggled on by going to the Info tab in a client account and viewing the Contacts section.

If recipients take too long to do the action item, you have two options:

Manually Resend

To manually resend a reminder, click the three dots on the top right of the message thread, then select Resend.


Here's what happens:

  • An additional email message is sent to the client.
  • A notification for the action item is moved to the top of the client's to-do list.

Set Up Automatic Reminders

While creating a chat, toggle on Reminders if you want an email to go out to the client when they don’t respond within a certain time frame.

Here’s how to configure Reminders:

  • Inactivity Threshold, Days: Remind the client about a message when they haven’t responded within x number of days. By default, a reminder goes out three days after the last message in a thread was sent. Change this to whatever you prefer.
  • Limit to: Send up to x number of reminders. By default, one reminder email is sent, but you can change this to whatever you prefer.
  • Toggle Reminders on or off at any time by going to the chat thread. Reminders are always for the last message in a thread.

At the top of the Reminders section, you’ll see how many reminders about a message went out.

Reminders stop when...

  • ...the client has not responded to the message, but the set number of reminders has been sent.
  • ...the client has responded to the last message in the thread.
  • ...you archived the chat thread.
  • ...you disabled the Reminders option.
tip

Note: If you archive a chat thread but then reopen it, the Reminders option is turned on as if the message is new.

Attaching Documents Inside Chats

A firm owner can attach files to chat threads. When you create a chat or even afterward, attach files from your desktop or from a top-level folder with Client can view or Client can view and edit access.

Click the Attach documents link, then select a preference:

  • Attaching documents from TaxDome: Select From TaxDome, then click the folder and choose the documents you want to attach, either from a top-level folder with Client can view or Client can view and edit access (you cannot attach a file from a top-level folder with Private access).
  • Uploading documents from your computer: Select From My Computer, then click ADD DOCUMENTS and locate the files you want to upload from your desktop. For more details, go here.
  • Uploading folders: Select From My Computer, click ADD FOLDER, then choose the folder. For more details about folders, go here.
  • Uploading zip files: Select From My Computer, click ADD DOCUMENTS, then locate the zip you want to upload. It will automatically unpack. For more details about zip files, go here.

Files uploaded to chats are saved to a top-level folder with a Client can view access, so you need to have at least one of those.

When a client or other team member uploads a document, you get a notification in Inbox+ and also inside the chat thread. 

Including Videos Inside Chats

Want to add visual to your messages to clients? Include Loom, Vimeo, YouTube and Google Drive clips when it’s easier to show than tell. Click the video icon in the text-formatting toolbar, then paste a link in the Embed video pop-up. 

Your client will see the video inside the chat thread. 

What Clients See When You Send Messages

A client views and responds to a chat thread you’ve sent them by clicking the notification on their dashboard, clicking the link in the email notification or going to the Messages section of their portal. Client tasks are also displayed inside notifications.

If you’d like to see TaxDome from the client’s side, access a read-only view of their portal.

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