Client Communication

“Can you send me your November bank statement?” You send the email. It disappears into their inbox. A week later, you follow up. Another week, another follow up. Meanwhile, you can’t close November because you’re waiting on a PDF. Sound familiar? Pluvel keeps all client communication in one place — tied directly to their financial data. Requests have deadlines. Reminders are automatic. You can actually see when they’ve opened your message.

​

Messaging clients

​

Send a message

1. Open the client
2. Click Messages in the sidebar
3. Click New Message
4. Type and send

The client gets an email notification with your message. They can reply from the email or log into their portal — either way, the response shows up in Pluvel.

​

What you can do in messages

​

Who sees messages

• All team members assigned to this client
• The client (in their portal)

If you need to leave internal notes that clients shouldn’t see, use the separate internal notes section — not messages.

​

Document requests

This is where Pluvel really shines. Instead of emailing “please send your bank statements” and hoping for the best, create a formal request with a deadline.

​

Create a request

​

Tracking request status

Each request shows: The “Viewed” status is useful. If they viewed it three days ago but haven’t uploaded anything, you know they’re procrastinating. Time to follow up.

​

Automatic reminders

Set it and forget it:

1. Go to Client → Settings → Communications
2. Enable automatic reminders
3. Set frequency: every 3 days, every week, whatever works

Clients receive polite reminders until the request is complete. You don’t have to remember to follow up.

​

The client portal

Your clients see a portal where they can:

• Read and respond to your messages
• Upload documents you’ve requested
• See their financial reports (what you share with them)
• View invoices if you bill through Pluvel
• Update their contact information

​

Portal access

When you add a client, they get an email with a portal link. They set a password, and they’re in. If they forget their password or lose access, resend from Client → Settings → Portal Access.

​

Message templates

Typing the same message to every client every month? Save it as a template.

​

Create a template

1. Go to Firm Settings → Templates → Messages
2. Click New Template
3. Name it something useful: “Month-End Document Request”
4. Write the message
5. Use variables for personalization:
   • {{client_name}} — Their company name
   • {{month}} — Current month
   • {{due_date}} — The deadline you’ll set

​

Using templates

1. Start a new message or document request
2. Click Use Template
3. Select your template
4. Customize if needed
5. Send

Templates worth having:

• Month-end document request
• Year-end preparation checklist
• Missing receipt inquiry
• Quarterly review scheduling
• New client welcome message

​

Email integration

​

Outgoing messages

Messages sent from Pluvel:

• Come from your firm’s email domain (if you’ve set up white-label)
• Include your branding
• Link back to the client portal

Clients see emails that look like they’re from you, not from some software they’ve never heard of.

​

Client replies

When clients reply to an email:

• Their response appears in Pluvel
• You get a notification
• Your team can see the full thread

No more digging through your inbox to find that reply from two weeks ago.

​

Communication history

Everything is saved:

• Messages (sent and received)
• Document requests (with responses)
• Shared reports
• Portal activity (what they looked at)

Search by date, type, or content. When a client asks “did I send you that?” you can pull up the answer in seconds.

​

Making communication work

Be specific. “Please send documents” gets ignored. “Please upload your December bank statement by January 10” gets results. Set real deadlines. “ASAP” means nothing. A date means something. Use templates. Consistency looks professional and saves time. Follow up on viewed requests. If they’ve seen it, they can upload. A gentle nudge helps. Keep communication in Pluvel. When you email outside the system, you lose the audit trail and the tracking. Keep it in one place.