Client chats explained

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 at a glance

Using client chats, you can:

• Communicate with clients: Ask and answer questions, discuss work issues, schedule appointments, 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.

How chats work

In general, sending and managing client chats follows this flow:

1. Choose who you want to send to. Start a chat thread with a specific client from their profile, or notify many clients at once with bulk messaging —useful for firm-wide announcements such as the start of tax season or the beginning of the bookkeeping process.

2. Write the message. Compose it from scratch, or use a chat template —a ready-made text that saves you from writing the same content each time. You can download ready-made templates or create your own.

3. Hand the conversation to a teammate, if needed. If someone else on your team should handle the communication, assign the chat thread to a specific team member to clarify ownership and ensure no client message is overlooked.

4. Stay on top of replies. Get notifications about new chat messages so you don’t miss a client’s response.

Chat notifications

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.

Access and permissions

Chats are secure. This means that they can only be seen by:

• Clients for whom you created the chat thread
• Firm owner
• 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 chat threads for clients  in the Firm settings. This way, clients can only reply to the threads you’ve created for them. 

Automate processes with chats

Chats can be automated via pipeline automations . This means that message is automatically sent to the client the moment a job reaches the specified stage.

Common automation scenarios:

• Warn clients about necessary actions (e.g., e-sign form 8879 or invoice).
• Provide instructions (e.g., explain how to complete organizers).
• Provide a list of documents or action items needed to complete the service.
• Request missing documents (e.g., docs required to confirm the company’s business status or tax preparation).
• Report the current status of the job (e.g., tell the clients about the reviewing of their return).

Client view

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. They can access the chat through the client portal or the TaxDome mobile app .