Managing Secure Messages

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By Mary Cooper

updated 1 day ago

Timely responses to messages can be very useful in building a good relationship with your customers. Learn how to manage your messages at TaxDome, including how to view, sort, filter, archive, and reopen your messages and associated items.

This article focuses on your actions with already existing messages. If you want to find out how to create messages, go here

Covered here:

Responding to a Message

Once your client has responded to your message or created a new one, you will get a notification in your Inbox+ and by email. Click Go to... link to view and respond to it.

Note: You can change notification preferences if you need to.

You can also view and reply to the client's message by going to Messages tab of client's profile. Click on the eye icon next to the message. 

Here you can:

  • Communicate with the client by typing in the message field. 
  • View or download client uploaded files
  • Add, view, download or delete firm uploaded files
  • Add, review client tasks, or mark them as done.

Managing Messages

To access and manage the messages related to an account, go to Clients, click on the client account in the list, then click the Messages tab. All messages are divided into Active and Archived. The messages marked as Active are the ones that still require the information from the account. The messages that were not viewed by the client are marked as New. There's also a separate subtab where you can see client tasks within all messages.

The following information is available on the Active and Archived subtabs of the Messages tab:

  • TITLE – The message's title.
  • PROGRESS – The first figure shows the number of completed tasks while the second figure shows the total number of tasks in a message thread.
  • DATE CREATED – The date the message was added.
  • CREATOR – The name of the user that created the message.
  • LAST RESPONSE – The date/time of the last response to the message and the author of the response.

Sometimes, it's handy to sort the messages list in order to easily find what you’re looking for. You can sort the list by date created, by its progress, by creator's name, or last response. Click on the arrow icon next to the appropriate row to sort the list.

When you're viewing all your accounts (Clients section), you can easily find out whether the client has any unread or pending messages. Simply click the Unread or In Progress icons to jump to the Messages tab of the selected client account.

Managing Client Tasks in Messages

You can track client tasks in all messages on one single page. The tasks that refer to one message thread are always shown next to each other.

The following information is available on the Client Tasks subtab of the Messages tab:

  • TASKS – The task's title.
  • TITLE – The message's title. Click it to jump to the thread.
  • PROGRESS –  The first figure shows the number of completed client tasks while the second figure shows the total number of tasks in a message thread.
  • DATE – The date the message was added.
  • CREATED BY – The name of the user that created the message.
  • LAST RESPONSE – The date/time of the last response to the message and the author of the response.

To search for a specific task, type a keyword in the search field, then press enter on your keyboard. The task list will be narrowed to the specified parameters.

You can also filter the list to see only the messages containing completed/incompleted tasks or the messages that were created by a specific team member:

1. Click on the FILTER button.

2. Select  one or two filters, then click on APPLY.

A list narrowed to that specification will then appear.

How to See Which Clients Have Open or Unread Messages

You can filter your account list to see which accounts have open questions and which ones haven't read their messages yet. To do so:

  1. Go to Clients, then click on the FILTER button
  2. Select In Progress in the Messages section, then click on APPLY.

You will see the list of all pending messages as well as the messages that are still unread by a client account. 

Archiving a Message Thread

Once you have received all of the necessary information from the client account, you can close the ticket. To do so:

  • While viewing the message, click on the ARCHIVE button OR
  • While viewing the messages list, click the three dots icon icon, then click on Archive, and click on YES in the Archive Message Thread pop-up.

Once the message is resolved, it is moved from the Active to the Archived tab.

Reopening a Message Thread

If you have archived the message thread but later discovered that not all of the necessary information was provided or if you archived the message thread by mistake, you can reopen it.

  1. Go to the Messages section, then to the Archived tab.
  2. Click on the eye icon to view the message thread.
  3. Click the REOPEN button.


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