Client communication explained

Explore client communication

Pick a topic to dive into.

Send messages via client chats

Securely communicate, assign tasks, and automate messages—also available in the mobile app.

Send emails

Set up, manage, automate & personalize email communication in TaxDome.

Send SMS

Send SMS to your clients and manage them.

Manage all communication

Cross-channel views and team tools for all client communication.

Communication methods at a glance

TaxDome’s communication ecosystem consists of three communication methods, each designed for specific client interaction needs:

• Client chats : Secure in-app messaging ideal for ongoing client collaboration. Available both in the web portal and mobile app, chats are perfect for:
  • Sending and requesting sensitive financial information
  • Sharing documents securely
  • Providing status updates on ongoing projects
  • Creating easy-to-follow checklists and information requests
• Emails : Integrated email functionality that maintains all correspondence with clients within your TaxDome portal. Email works best for:
  • In-depth or long-form information that requires detailed explanation
  • Formal communications, such as official notices
  • Scheduled communications like newsletters, major firm updates, or seasonal announcements
  • Situations where clients prefer traditional email communication
• SMS : Direct text messaging through Twilio integration for immediate client contact. SMS is most effective for:
  • Reminders and follow-ups for appointments, important events, or deadlines
  • Urgent notifications about impending deadlines, critical updates, or time-sensitive requests
  • When you need your message to be seen as quickly as possible
  • Brief, action-oriented communications that require immediate attention

For a unified view of all your client communications, use the global Communications page to oversee every interaction across your firm. You can also access emails, client chats and SMS for an individual client from their profile via the Communication tab.

Set up your communication channels

To ensure smooth client communication, complete the following setup steps:

1. Add your firm details : logo, address, phone number, email and website to be sure your clients can reach you and know who you are. Your clients will see your info on the web and TaxDome mobile app.
2. Nudge your clients to use their portal to communicate with them using client chats. You can help your clients get acquainted with their portal by making a short introduction video, or sending a welcome email with details.
3. Set up an email synchronization and Twilio integration for SMS , if you want to use these communication methods.
4. Fill in clients contact details . To send emails or SMS messages via TaxDome, you need to include into each client’s profile a valid phone number and email address in their contact details.

Access and permissions

Communication in TaxDome is secure. Chat threads, emails and SMS can only be seen by:

• Clients for whom you created the thread
• The firm owner
• Admins
• Team members with access to the client’s account or the View all accounts access right

Thread assignment

Thread assignment helps your team manage client communications by designating who’s responsible for each conversation. Assign chat, SMS, or email threads to specific team members to clarify ownership and ensure no client message is overlooked.

Assigned threads appear under Communications > Threads assigned to me, giving team members a dedicated view of their responsibilities.

Communication templates

Communication templates help speed up the creation of in-app messages. A template is a ready-made text for chats, SMS, or email that saves you from writing the same content from scratch each time.

You can download ready-made templates or create your own.

All your templates are stored in Templates > Firm templates under Chat, Email or SMS tab.

Send messages in bulk

If you need to send the same message or email to multiple clients, use bulk messaging . It helps notify all clients at once, for example, about tax season, or the beginning of the bookkeeping process.

Bulk messages can be personalized with shortcodes . They are automatically substituted with dynamic data you need: the recipient’s name, address, account name, date or other.

Automate processes with client communication

Client communications can be automated via pipeline automations . This means that the email or chat is automatically sent to the client the moment a job reaches the specified stage.

Common automation scenarios:

• Automated emails — welcome messages, status updates, completion notifications, follow-up requests
• Automated chats — alerting clients about required actions, requesting missing documents, providing status updates

Client view

When you send a message or start a new chat thread, clients receive a notification via email, mobile app and client portal and can reply directly from there.

As for emails and SMS, nothing changes about how clients receive them. Emails sent from TaxDome directly go to your clients’ regular email inboxes and phones—not within the TaxDome client portal.