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:

• Comunícate con los clientes: Hacer y responder preguntas, discutir cuestiones de trabajo, programar citas, 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

Los chats son seguros. Esto significa que sólo pueden ser vistos por:

• Clientes para los que creó el chat cadena
• empresa Propietario de la Empresa
• Admins
• 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. 

Notificaciones de chat

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.

Automatizar procesos con chats

TaxDome firms widely use chats to automate text communication:

• Warn clients about necessary actions (e.g., e-sign form 8879 or invoice).
• Proporciona instrucciones (por ejemplo, explica cómo rellenar formularios).
• Proporciona una lista de documentos o elementos de acción necesarios para completar el servicio.
• Solicita los documentos que falten (por ejemplo, documentos necesarios para confirmar el estatus empresarial de la empresa o la preparación de impuestos).
• Informa del estado actual de la trabajo (por ejemplo, informa a los clientes sobre la revisión de su declaración).

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.

Vista del cliente

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.