Work with client chat threads
This article covers how to view and filter your client chat threads list. To perform actions on an individual thread, refer to Actions with client chat threads .
Client chat threads organize conversations by topic—such as Tax Return 2024, Payroll, or Bank Statements Request—making it easy to navigate your message history and track multiple discussions with the same client. Assign threads to specific team members to clarify responsibility, filter by status or assignee, and ensure no conversation goes unaddressed.
View chat threads
- To view all chat threads with all assigned clients, go to Communications > Chat. Here, threads are organized into two sections: Assigned to me shows only threads assigned to you, and All accounts shows threads from all client accounts you have access to.
- To view threads with a specific client, go to Clients > Accounts > Communication > Chat
The number of unread messages is indicated by a green circle next to the Communications section and the Communication tab inside the account. Chats are sorted chronologically by the most recent response.
For a full list of available columns, see Chat threads list columns below.
On the Chats screen, client threads are organized into Active and Archived tabs and arranged chronologically. Each thread shows its subject, unread messages (marked with a red badge), and completed or uncompleted client tasks, helping you quickly find and respond to the most relevant conversations.
Filter chat threads
You can filter your chat threads by showing only the relevant ones. For example, filtering might allow you to quickly find all threads with incomplete client tasks or the ones that have been archived. To filter a list:
- Click Filter in the top-right corner of the chats list.
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Select the filters, you can choose as many filters as needed. For a full list of available filters, see Available filters below.
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Click Apply.
Once you have applied filters, the list is narrowed accordingly. You can easily change the filters by adding or deleting any of them or clear all by clicking Reset.
Filter account list by chat thread status
You can filter your account list to see which clients have open questions or unread messages:
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Go to Clients > Accounts, then click Filter.
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Select Chats in the dropdown, check the option you prefer:
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Active: all accounts with active chat threads.
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Unread: all accounts with unread chat threads.
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Archived: all accounts with archived chat threads.
Reference: Chat threads list columns
| Column | Description |
|---|---|
| Unread/Read | Threads with unread messages are located at the top and marked with a green dot. A thread is marked as read if at least one firm member has read all messages inside |
| Author/Account name | The name of the account and the person who sent the latest message in a thread |
| Subject/Response time | The content of the latest message and the date/time sent, whether attached documents are present, and whether client tasks are in a thread |
| Client tasks status | How many tasks in the thread have been completed from the total number of tasks |
Reference: Available filters
| Filter | What it returns |
|---|---|
| View | Threads based on your access level: All accounts (all client accounts you have access to), Followed accounts (only accounts you’re following), or Team member (only accounts you’re assigned to) |
| Account | Threads from one or more specific client accounts |
| Assignment status | Threads by assignment status: Assigned (select specific team members from the dropdown) or Unassigned |
| Time interval | Threads with activity within a selected date range |
| Client tasks | Threads by client task completion status: All, Incomplete, or Completed |
| Status | Threads by status: Active or Archived |
| Read status | Threads by read status: All or Unread |
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