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
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To view all chat threads with all assigned clients, go to Communications > Chat.
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To view threads with a specific client, go to Clients > Accounts > Communication > Chat
The number of unread messages is indicated by a green circle next to the Communications section and the Communication tab inside the account. Chats are sorted chronologically by the most recent response. This is what you have inside the Chats page:
a. Unread and Read threads. Threads with unread messages are located at the top and marked with a green dot. A thread is marked as read if at least one firm member has read all messages inside.
b. Author and Account name. You can see the name of the account and the person who sent the latest message in a thread.
c. Subject and Response time. This displays the content of the latest message and the date/time sent, whether attached documents are present, and whether client tasks are in a thread.
d. Client tasks status. This shows how many tasks in the thread have been completed from the total number of tasks.
On the Chats screen, client threads are organized into Active and Archived tabs and arranged chronologically. Each thread shows its subject, unread messages (marked with a red badge), and completed or uncompleted client tasks, helping you quickly find and respond to the most relevant conversations.
Assign chat threads (Beta)
Laufende Arbeiten
The functionality is being developed and is currently available for Beta users. Docs on using the feature are being prepared.
Client chat threads could be assigned to specific team members 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 how to assign and unassign a thread, or filter the thread list by assignee in the dedicated article .
Chat-Themen filtern
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:
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Click Filter in the top-right corner of the chats list.
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Select the filters, you can choose as many filters as needed:
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Accounts: see chat threads with selected clients only.
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Zeitintervall: siehe Chat-Threads mit Antworten oder Client-Aufgaben, die in einem bestimmten Zeitintervall erstellt wurden.
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Client tasks: see chat threads with Incomplete or Completed client tasks, or select All to see threads with client tasks only.
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Status: see chat threads with the Active or Archived status only.
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Read status: see only unread thread or all.
- 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 accounts by chat thread status
You can filter your account list to see which clients have open questions or unread messages:
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Go to Clients > Accounts, then click Filter.
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Select Chats in the dropdown, check the option you prefer:
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Active: all accounts with active chat threads.
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Unread: all accounts with unread chat threads.
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Archiviert: alle Konten mit archivierten Chat-Themen.
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
To archive a chat thread:
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Click the three dots in the top right.
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Choose Archive thread
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Click Archive in the pop-up.
Long-tap a chat thread and choose Archive.
View archived chat threads
By default, chat threads are filtered by the Active status. To switch between chats displayed, apply filtering by status. To display both active and archived chat threads, reset filters.
Tap Archived at the top of the Chats screen to see archived chats.
Unarchive chat threads
If you archive a chat thread but later discover you need it, you can reopen it.
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Click the Filter button on the far right of the chats page, select Archive from the Status section and click Apply.
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Open the chat thread, click the three dots to the far right of the chat, then click Unarchive thread.
Also, archived chats automatically become active when the following actions are performed in the thread:
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Sending a new message
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Sending, resending, or editing client tasks
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Adding a new or existing client request
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Uploading documents
In the Archived tab, long tap a chat thread and select Restore.
Chat-Themen löschen
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.
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.
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.
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