Messages
Every client has a Messages tab that works like an email inbox: conversations down the left, with the sender, the last line and an unread count, and the whole exchange on the right. The client sees the mirror image of the same inbox in their portal or under My Accountant, so there is one conversation, not two copies that drift apart.
The one thing to understand about messages is the difference between a message to the client and an internal note. A message reaches the client. A note never does.
Before you start
Section titled “Before you start”- To read messages, your role needs permission to view comments; to write, permission to post them. By default every role except Limited access can read, and every role except Reviewer and Limited access can write.
- For a client to be emailed, at least one of their contacts must have accepted an invitation.
Conversations
Section titled “Conversations”The inbox holds:
- The general conversation with the client, which is always there.
- One conversation per request, job or document that has been discussed.
- Conversations started by you or the client on any subject.
Start a conversation
Section titled “Start a conversation”- Open the client and go to Messages.
- Click + above the list (Start a conversation).
- Enter a Subject, choose who it is addressed to - colleagues at your firm, the client’s contacts, or both - and write the First message.
- Choose whether to Share this conversation with the client. Leave it unticked for an internal discussion only your firm can see.
- Click Start conversation.
The conversation appears in both inboxes straight away, and the people you named are notified. Clients can start conversations with you the same way.
Type in the box under the conversation. In the inbox, the Send to the client portal checkbox decides who sees your reply:
- Ticked - “The client will see this in their portal and get an email.”
- Unticked - “Internal note - the client will never see this.” The message is marked Internal in the thread.
Notes and messages on jobs and requests
Section titled “Notes and messages on jobs and requests”On a job or a request, the conversation is split into two tabs so there is nothing to tick:
- Notes - “Only your firm can see notes.” Use these for working notes and hand-overs.
- Messages to client - “The client will see this in their portal and get an email.” Click Send to client to send.
A message to the client about a job reaches them twice: in their Messages inbox, and in context under In progress, where they can see what you are working on. Your notes, your tasks, and who is assigned to them always stay private to the firm.
Pins, search and archive
Section titled “Pins, search and archive”- Pin a conversation to keep it at the top of your list. Pins are personal: pinning never moves a conversation for a colleague or for the client.
- Search conversations filters the list by subject, by who is on the conversation, and by what was said.
- Archive this conversation takes it out of both inboxes. Nothing is deleted.
Unread messages and alerts
Section titled “Unread messages and alerts”Unread counts are per person. Your own messages never count as unread for you, and reading a conversation clears it only for you.
- When you send a client-visible message, every client contact who can sign in gets an email with a link to the sign-in page. If the client has a Bokapsys workspace, the people there who can see My Accountant also get an in-app notification. If no contact can sign in yet, the message is still posted and Bokapsys tells you that nobody was emailed.
- When a client replies or starts a conversation, everyone at your firm who can read messages gets a notification in the bell at the top of the firm console. Clicking it opens the client on the Messages tab.
How it reads
Section titled “How it reads”Messages from the same person in a row are grouped together, with a day separator between days. Your own messages are on the right and labelled “You”. A message written by someone at the client carries a Client label, on both sides, so it is always clear who said what.