Client Messages
Client Messages is the firm-side inbox at Client Messages where advisors handle conversations clients start from the portal. Every client message across your firm's businesses appears in one threaded view, linked to its business, with a status workflow so questions reach resolution. Clients send from their portal; advisors work here.
Key capabilities
- Single firm inbox across all businesses
- Subject, category (General, Document Request, Tax Question, Payment, Other), and status (Open, Waiting on client, Resolved)
- Threaded history with client and advisor message bubbles
- Reply inline; advisor replies email the client who started the conversation
- Set the status in one click with the Open, Waiting on client and Resolved buttons above the conversation
- Filter by status and category; an unread dot marks conversations with new client messages
- Messages from the client are marked read when you open the conversation
- AI Draft suggested reply with one-click Use Draft
- New conversations email and Slack the firm (respecting email preferences)
- Each row shows the business name, who started it, a preview, the message count, and the time
- Firms can turn client messaging on or off with the Client Messaging switch under Client Portal on the Your Firm page (Settings > Business Profile)
How it works
Clients start conversations from their portal. A new conversation notifies the firm (email + Slack), then lands in Client Messages. Advisors reply (notifying the client) and set the status as the conversation progresses.
flowchart TD
client["Client starts conversation"] --> notify["Firm notified"]
notify --> inbox["Client Messages inbox"]
inbox --> reply["Advisor replies"]
reply --> clientnotif["Client notified"]
reply --> status{"Set status"}
status --> waiting["Waiting on client"]
status --> resolved["Resolved"]
status --> open["Open"]How to use it
- Open Client Messages from the sidebar.
- Use the All statuses and All categories filters; click the refresh icon to reload. The page title shows the number of conversations.
- Click a conversation. Messages show as bubbles, and opening it marks the client's messages read.
- Type in the composer and press Enter to send (Shift+Enter for newline). Limit: 10,000 characters.
- Click AI Draft (with a conversation selected), then Use Draft to place a suggested reply in the composer and edit it before sending.
- Set the status with Open, Waiting on client or Resolved.
- Look for the unread dot in the list to find conversations with new client messages.
Pro tips
- Use Client Messages instead of email so the exchange stays searchable and linked to the business.
- Set Waiting on client after you reply — it signals the ball is in their court.
- Lean on AI Draft for routine replies, then personalize.
- Triage with the category filter: handle all Document Requests or Tax Questions in one pass.
- Mark Resolved when closed; switch back to Open if the client follows up.
In-depth guide
Who starts conversations
Clients start conversations from their portal with a subject, category, and first message (the portal button is New Request). Advisors reply and manage status; they do not start conversations from the firm side. Clients can only start or reply to conversations while client messaging is turned on for the firm, and a resolved conversation hides the client's reply box.
Categories and status
| Category | Use |
|---|---|
| General | Default |
| Document Request | Client needs or is sending a document |
| Tax Question | Tax-related |
| Payment | Billing or payment question |
| Other | Does not fit above |
| Status | Meaning |
|---|---|
| Open | Active, needs attention |
| Waiting on Client | Ball is in the client's court |
| Resolved | Closed. Switch back to Open if it returns |
Notifications and related features
New conversations email firm members and post to the firm's Slack webhook. Advisor replies email the person who started the conversation, with a link to view it. Notifications respect each person's email preferences; a failed send does not delete the message.
AI Draft generates a suggested reply from conversation context — nothing sends automatically. Client Messages is distinct from Threads, which attach comments to a specific record (transaction, invoice, bill). Use Threads for record-level discussion; use Client Messages for general client back-and-forth.
No file attachments on messages — share documents through Document Requests or the client portal instead.
Developers and Regent
Conversations, replies and status changes are available over the API; see the Client Collaboration guide. Regent can list conversations for you and, after your approval, send a reply or change a status.