Client tasks in chat threads
Assign and track client tasks with interactive checklists, real-time notifications, and progress updates.
Client tasks, explained
Client tasks are checklists you provide clients with inside your client chats .
When you add tasks to a chat, they are conveniently displayed as to-do items with checkboxes. Once all the to-dos are checked off by the client, you get an email notification. Clients conveniently mark their tasks completed from the notification on their dashboard.
In some cases, it would be more convenient to use client requests for similar purposes. So, consider the difference:
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Client tasks are the best as non-urgent to-do lists. Since they work as checklists, they can help you and your client clarify the scope of tasks and understand how the work is going.
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Client requests are an easy and fast way to send an inquiry with direct questions that need to be answered ASAP.
Add client tasks
Tasks can be added either:
They can also be used in pipeline automations .
While creating a chat thread
To add a client task inside the new chat creation page:
- Click the Add client task link, then Add task. A field where you can add the name of the task will appear.
- Add as many tasks as you need. You can also paste any link either from the Internet or to a shared Wiki page.
- Click Add client task to create more tasks for the client.
To add a client task to a new thread, in the Client tasks section at the bottom of the page, tap +.
Inside an existing chat thread
To add a client task from an existing chat thread:
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Click the Add client tasks button on the right to open the Client tasks section.
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Select the + Add task button so that the field where you enter the task name appears.
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Type in the field. You can also paste any link either from the Internet or to a shared Wiki page .
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Click Add task to create more tasks for the client or select Resend client tasks to send the tasks directly to the chat thread.
You can close the Client tasks section anytime by clicking on the X .
Once a task is completed, you or the client can check off the box next to the task.
You can also:
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Change the order of tasks by using the six-dot icon to the left of each client task
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Edit tasks using the pencil icon on the right
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Delete items in a clients tasks using the trash can icon on the right
To add a client task from an existing chat thread:
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Open the chat thread and tap the Tasks tab at the top.
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Tap New task.
Remind clients about tasks
There are three simple options for reminding your clients of their tasks:
Resend client tasks to the thread
Have your client tasks sent again in a few clicks:
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Go to the chat thread with the client tasks and click Client tasks.
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Click on the Resend client tasks button. The task list will be sent directly to the thread.
Include client tasks in email notifications
Your clients always receive email notifications about new messages and client tasks. By default, message content along with client tasks 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, you can decide to show it in the email. This setting can be changed by a firm owner or admin .
Here’s how:
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Navigate to Settings > Firm Settings.
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In the System-generated emails section, toggle on Show items names in client notifications and Show message context in client notifications.
This is how the email notification will then appear to the client:
Client tasks notifications
Client task updates and messages with the list of created and completed tasks are sent to the same chat thread. Adding new tasks to the same chat thread will update the previously created task list (if any).
Also, you or the team members assigned to a client receive a notification in your Inbox+ whenever someone makes any changes to a client task. You will see whether it was the client or a team member. By expanding the message notification, you will also be able to see the current status of the task. Read more about how message notifications work .
The status of a client’s tasks is displayed in the list of chat threads.
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The first number to the right of the chat name shows how many tasks in the thread are completed, and the last one shows the total number of tasks.
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Completed tasks are highlighted in gray, incomplete ones in white.
Filter threads by tasks
You can track all of the to-do items for a client using filters.
Click on the Filter button to the far right of the list of chat threads and in the section Client tasks select:
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Incomplete: To view all the chat threads in which the client still has tasks to complete.
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Completed: To view all the chat threads with checked-off tasks.
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All: To view all the chat threads with client tasks added.
By default, all the chat threads are displayed: both with and without tasks.
Client view
Clients get notified about new client tasks the same way they are for new messages or chat threads .
When a client opens a notification or a chat thread containing client tasks, they will see the tasks displayed with checkboxes.
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