Work 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

Assign chat threads

Client chat threads could be assigned to specific team members one by one or in bulk to manage client conversations more effectively. The assignee’s avatar displays in both the thread header and list for easy identification.

You can easily handle your assignments from the Communications section, by using Threads assigned to me section.

Learn more about thread assignment to assign and unassign threads, filter by assignee, or assign multiple threads at once using bulk actions in the dedicated article .

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 For example, filtering might allow you to quickly find all threads with incomplete client tasks or the ones that have been archived.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:

1. Click Filter in the top-right corner of the chats list.

2. Select the filters, you can choose as many filters as needed:

• View filter controls which accounts’ threads you see based on your access level.

  • All accounts (default): view threads from all client accounts you have access to.
  • Followed accounts: view only threads from accounts you’re following.
  • Team member: view only threads from accounts you are assigned to (best for focusing on your direct responsibilities).

• Account filter shows threads from one or more specific client accounts. Use this to review all communication with a particular client before a meeting or to focus on a subset of clients.

• Assignment status filter shows threads based on assignment. Select Assigned to see threads assigned to specific team members. Select Unassigned to see threads not yet assigned to any team member.

• Time interval filter shows threads with activity within a selected date range. Set From and To dates to find conversations from a particular timeframe (e.g., review communication during tax season or generate reports for specific periods).

• Client tasks filter shows threads based on client task completion status. Select All to show all threads regardless of task status, Incomplete to show threads with pending client tasks, or Completed to show threads where all client tasks are done. Helpful for following up on outstanding requests and tracking client responsiveness.

• Status filter shows threads based on active or archived status. Select Active for currently active threads (default view) or Archived for threads you’ve archived for record-keeping. Archiving threads helps clean up your active workspace while maintaining access to historical communication.

• Read status filter shows threads based on read status. Select All to show both read and unread threads (default) or Unread to show only threads with unread messages. Critical for never missing client messages and prioritizing responses.

3. 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. Here’s more on applying filters .

   

Filter account list by chat thread status

You can filter your account list to see which clients have open questions or unread messages:

1. Go to Clients > Accounts, then click Filter.

2. Select Chats in the dropdown, check the option you prefer:

• Active: all accounts with active chat threads.

• Unread: all accounts with unread chat threads.

• Archived: all accounts with archived chat threads.

Archive and unarchive chat threads

Once you receive all the information you need from a client in a chat thread, you can archive or delete it to avoid clutter. When you archive a chat thread, you still have access to it. However, if it still has incomplete tasks, clients won’t be able to view them on their dashboard.

Archive chat threads

View archived chat threads

Unarchive chat threads

Delete chat threads

Unlike archived message threads , deleted ones cannot be restored. 

The firm owner and an admin can delete any chat threads, while team members can only delete the threads they have created. To permanently remove a chat thread, click the three dots to the far right of the chat thread, select Delete, and confirm the action in the pop-up window.

You can also delete multiple chat threads at once .

Mark chat threads as unread

You can mark a chat thread as unread to remind yourself to come back to it later. To do this, click the three dots to the far right of the chat thread and select Mark as unread.

You can also mark multiple chat threads as read or unread at once .

Print chat thread

To print a chat thread, click the three dots in the top right of the chat thread window, then select Print from the drop-down.