Start a conversation via client chats

Table des matières

Create a new chat thread
Remind clients about unread messages
- Rappels automatiques
- When reminders stop
Vue du client

Use TaxDome’s Client Chats feature for real-time messaging to schedule appointments and request documents. Here, find out how to create new chat threads and initiate reminders.

Create a new chat thread

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

Start a thread with one client

There are three different ways to manually create a new chat thread with one client:

Go to Communications > Chat and click New chat.

Click the New button at the top left, select Chat, complete the form and click Create chat.
Go to the Clients > Accounts > Communication > Chat and click New chat.

You can create new chat threads either from the Inbox screen or by navigating to the Accounts > Select an account > Chats.

New Chat screen overview

Below, we explain sections in the New сhat screen where you create a new thread:

a. À : sélectionnez le nom de la personne à qui s’adresse le message.

b. Template: Choose a template for frequently sent messages . When you do so, the Subject and the Messdge fields wil be automatically filled, You can select a template only when creating a new chat, not when responding to one.

c. Subject: Enter the subject. It will be displayed in the Chat list. Click Add shortcode to individualize the subject (shortcode includes dynamic data that gets replaced with, for example, a client’s name or the date).

d. Message: Compose the message . Use text formatting, emojis, bullets, numbered lists, and links. Get a team member’s attention in the message by using @ before their name, or click Attach to add documents from your desktop or TaxDome.

e. 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 or don’t have their tasks completed (more details below ).

f. Tasks: Add checklists for your clients.

g. Link to jobs: Select jobs to link, then click Save.

h. Create chat: Click to send your message to the client. Otherwise, click Cancel.

Start threads with several clients

Si vous devez envoyer le même message à plusieurs clients, utilisez notre fonction de messagerie en masse.

Go to Clients > Accounts 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 chat template or write a subject of the chat (optional), add your text and tasks if needed. You cannot add documents in bulk messages, but you can send them individually afterwars.
Click Create chats.

You can also create chat threads in bulk the way you do it for one client —just add more recipients.

Note

You can create a chat thread even with clients who have not activated their TaxDome account yet. If their contacts have emails, they will receive email notifications. When they start using the portal, they can read chat messages you sent before.

Remind clients about unread messages

Whenever you send something in the chat, all users linked to the account with Notify toggle on receive an email notification. You also can set up additional automatic reminders to avoid delays.

To set up automatic reminders about unanswered messages and uncompleted tasks, toggle on Reminders, when you create a chat . You can also do it anytime later, right from the thread .

Comment configurer les rappels :

Jours avant le prochain rappel : par défaut, un rappel est envoyé trois jours après l'envoi de la notification d'un nouveau message au client, mais vous pouvez modifier cela comme vous le souhaitez.
Nombre de rappels : Par défaut, le client ne reçoit qu'un seul rappel e-mail , mais vous pouvez également modifier cela selon vos préférences.

When you set up a reminder, a notification displaying the number of reminders and their interval will appear in your chat thread. Your client will also receive a notification in their chat thread, indicating what action is required to stop the reminders.

Note

Les rappels sont toujours envoyés pour le dernier message du fil.

Although reminders can only be set up in the web portal, you can see if they are active for a chat in the mobile app. When a reminder is enabled, a bell icon appears next to the chat name—tap it to view the schedule and remaining reminders.

Rappels automatiques

Reminders can be turned on and off anytime. To do this:

Go to a chat thread.
Click the bell icon to open Reminders section. Here you can enable or disable the toggle Send reminders to clients or change reminder details.
Cliquez sur Sauvegarder .

When reminders stop

Reminders will stop if:

all client tasks in the thread are marked completed and all messages are read.
the chat thread is archived .
the set number of reminders has been sent.
you disabled reminders.

Note

Si vous archivez un fil de discussion, puis le rouvrez, le bouton bascule est activé comme si le message était nouveau.

Vue du client

If notifications for the client are on, they are informed about new messages or when a new chat threads. Your clients can see and open chat messages in different ways:

From the client portal or mobile app: Click the notification under the Home page in the To-do list or directly from the Chats page.
From the email notification: Click View chat in the email. By default, the message content is not displayed in the email notification body. However, if the content is not sensitive, you can show it in the email .

Note

If your clients respond to a message not in a chat thread but reply to the notification email, the message is not delivered, and they get an email about it. However, if they miss the email about the error and wonder why their thread reply wasn’t received, that might be the reason.

Your clients can interact with your chat thread from their portal: answer, mark tasks as done, upload documents, and create new chats (if you allowed it ).