Send messages to clients automatically & link to jobs

TaxDome offers various tools to automate your work with client chats, so you don’t have to send the same messages manually over and over—and your clients always receive the information they need. In this article, you will find out how to use automated messages inside pipelines—with or without the automove option.

Send message automation, explained

Within a pipeline, you can create new chat threads or send messages to existing ones. TaxDome firms widely use chats to automate text communication:

• 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.
• Inform about the current status of the job (e.g., tell the clients about the review of their return).

Set up automation for sending messages

Speaking about automated messages, the process usually goes as follows:

1. If you want your messages to be sent automatically, you need a template for each of them. If you don’t have one, you can create one by clicking New template when you add the automation . Make sure to use shortcodes in templates to personalize it.

2. Generally, you may not want to have a separate stage in your pipeline for sending messages. Instead, you can add the Send message automation to different stages to keep clients informed throughout the process.

3. Decide whether the message will be sent to the existing chat thread or to a new one. As a rule, it’s best to select Create new thread option for the first stage, and Reply to the latest thread option for the other stages.

Once the job enters this stage, the message is automatically sent to the client and linked to the job.

Configure sender and thread assignee

When adding the Send message automation, you can configure who sends the message and who manages the thread. Usually they are set in the chat template. When adding automation, you will see the team members selected as a sender and as a thread assignee.

If you want to change something, you have two options:

• Click Go to template in the automation settings to quickly edit any template details.
• Click Customize to view the other sender options. You can select a different team member or send messages from the employee set as a job assignee or from the one who has role assignment.

Sender options

Choose who will send the message:

• Team member: Select a different team member. The message will be sent from the team member specified in the chat template.

• Job assignee: The message will be sent from the job assignee . If multiple assignees exist, the message will be sent from the first assignee listed in the Assignee field on the job card.

• Role: The message will be sent from the team member assigned to the selected role for this client account (e.g., Tax Preparer, Account Manager, Reviewer).

Note

If you select Job assignee as the sender and no one is assigned to the job, the message will be sent from the sender specified in the template. The same applies when using the Role option—if no team member is assigned to that role for the account, the template’s default sender will be used.

Customize sender and thread assignee when adding/moving jobs

The options you choose in the pipeline settings are the default ones. However, you can always customize sender and thread assignee when moving your jobs manually or adding them to the pipeline.

When you move a job to a stage that has a Send message automation, the automation details appear in the pop-up. If you’ve toggled on Customize, you can modify the sender and thread assignee settings:

Tip

This flexibility is particularly useful when you need to send messages from a different team member for specific clients or situations, without changing the automation settings itself.

Link chat threads to jobs

Automatically created chat threads are linked to jobs automatically, but you can also link them manually.

Chat threads can be linked to jobs by a firm owner, admin, or any employee with access rights to view all accounts or who is assigned to the client account. Linking chat threads to jobs lets you easily access connected conversations from pipelines and quickly review details, client requests, and to-dos, and also add automation for sending messages.

A job can have as many linked threads as needed.

There are two ways to link a chat thread to a job:

• From the chat thread
• From the job card

From the chat thread

1. Open the chat thread and go to the Linked jobs section.

2. Click Link to job.

3. Select one or more jobs by clicking checkboxes on the left. Use the search field to find a certain job or click the up-down arrows to sort jobs by their name or pipelines.

4. Click Save.

All linked jobs are displayed in the Linked jobs section. Click X to the right of the job name to unlink it, or click the job name to view its details on a new page.

Note

You can also link a job when creating a new chat.

From the job card

1. Make sure that the job is at the right stage and open the job card.

2. Click Link in the Linked section, select Chats, and then choose the chat threads. Or, click New in the Linked section, select Chats and create a new thread.

By default, only active threads are displayed when you select a chat to link. To see all or only archived threads, click Filter and select either All or Archived.

How Automove works for Send message automation & linked threads

Each pipeline stage includes an Automove jobs toggle. It allows jobs to automatically move to the next stage once all actions within the current stage are completed either by a team member or a client.

Here’s how automove works with Send message automation and linked chat threads:

• If Client tasks are attached to the template/linked chat thread, the job will automove once the client marks all tasks as complete.

• If there are no Client tasks attached to the template/linked chat thread, then the message doesn’t require user action. Therefore, the Automove Jobs feature doesn’t take into account this automation.

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