Work with Communications page

The Communications page gives you a centralized location to manage all client interactions across emails, chats, and SMS. You can view threads assigned to you or across all accounts, filter by various criteria, and track conversation status.

What you see on the Communications page

The Communications page brings together all client interactions—whether they contact you via email, chat, or SMS—into one unified view. This eliminates the need to check multiple inboxes or switch between different communication channels. You can quickly see what needs your attention, who’s waiting for a response, and what’s already been handled.

Assigned to me vs. All accounts

On the Communication page, you can switch between two views using the left sidebar:

Assigned to me.

• Shows only communication threads you’re assigned to .

Use this view to focus on your direct responsibilities and manage your workload.

All accounts Shows communication threads based on your access level:

• Firm owners and admins: All threads across all clients
• Team members with “View all accounts” permission: All threads across all clients
• Team members without this permission: Threads from accounts you have access to.

The number badge next to each communication type shows the count of unread threads.

Thread list

Threads are automatically sorted by the date of the last activity, with the most recent conversations appearing at the top. When a new message arrives in any thread, that thread moves to the top of the list.

Each thread on the Communications page displays:

• a. Thread subject/preview: The subject line (for emails and chats) or message preview (for SMS)
• b. Date/Time: The date/time of the last message in the thread
• c. Read status: Green dot indicates there are unread messages in the thread. The total number of unread messages for the selected communication type is displayed under All accounts.
• d. Additional info: The number of client tasks for messages, attachments for the emails, etc.

Filter Communications list

Filters help you narrow down your thread list and find specific conversations based on certain criteria. For example, you can find all unread threads, threads assigned to a specific team member, or threads with pending client tasks.

Your applied filters remain active when you leave the Communications page and return to it later, making it easy to continue working with the same filtered view

To filter your thread list on the Communications page, click Filter at the top right and select the filter and value.

Here are the different filters and values you can apply, depending on the communication type:

• Filtering Chat threads
• Filtering Email threads
• Filtering SMS threads

You can apply multiple filters simultaneously. Click Reset to clear all filters and return to the default view.

Perform bulk actions

You can perform actions on multiple threads at once to efficiently manage your communication workflow. To use bulk actions:

1. Select threads by clicking the checkbox next to each thread, or click Select all items to select all visible threads on the current page.
2. Choose an action from the toolbar that appears at the top:

The following bulk actions are available:

• Assign: Assign selected threads to team members for follow-up
• Archive: Move selected threads to archived status to clean up your active view
• Mark as read: Mark selected threads as read
• Unarchive: Restore archived threads back to active status
• Mark as unread: Mark selected threads as unread (useful for flagging threads that need attention later)
• Delete: Permanently delete selected threads

The number of selected threads is displayed in the toolbar (e.g., “2 selected”). Click the X to deselect all threads.