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Client requests and communications

Ask clients for documents and information, and keep the conversation in one thread.

Last updated 12/09/2026

Requests and communications are how you and your clients work together without email sprawl.

Client requests

  1. Go to Practice → Requests.
  2. Create a request for a client (for example, bank statements for January).
  3. Add items — each thing you need, with a document type.
  4. Set a due by date.

Clients see open requests in their portal under "What we need from you" and upload the documents directly against each item.

Request statuses track the flow: open → in progress → awaiting client → resolved.

Communications

  • Messages sent through the portal and by email are kept in one thread per client.
  • When you reply from the staff console, the client sees it in their portal.
  • Unread messages are flagged so you don't miss a reply.

Chasing work

The automation engine can send reminders on requests that have been waiting, so follow-ups happen automatically. Overdue requests surface in the Intelligence worklist.

Tips

  • Tie a request item to the exact document type you need — it makes OCR review clearer.
  • Use one thread per client so the whole conversation is traceable.
  • Mark requests resolved once the work is done to keep the list honest.

Related

  • [Client records](/guides/client-360)
  • [Workflows and deadlines](/guides/workflows-deadlines)
  • [Using the client portal](/guides/using-the-client-portal)