> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pluvel.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Client Communication
> Message clients and request documents within Pluvel.
"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
| Feature | Why it matters |
| --------------------- | -------------------------------------------------------------------------- |
| **Rich text** | Format with bold, bullets, links — not just plain text |
| **Attachments** | Send files up to 25MB |
| **@mentions** | Loop in team members |
| **Transaction links** | Reference a specific transaction: "What was this \$347 Stripe charge for?" |
| **Templates** | Don't retype the same request every month |
### 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
Go to **Client → Documents → Request**.
Choose from common document types:
* Bank statements
* Credit card statements
* Receipts
* Contracts
* Tax forms
* Payroll reports
* Or add custom: "December utility bills"
When do you actually need this? Be realistic but firm. "January 15" is better than "ASAP."
Explain why you need it: "I need December statements to finish year-end close." Clients respond faster when they understand the reason.
Client receives an email with a secure upload link. They click, upload, done. No back-and-forth about where to send it.
### Tracking request status
Each request shows:
| Status | What it means |
| ------------ | --------------------------------------------- |
| **Sent** | Request delivered, waiting on client |
| **Viewed** | They opened it — they know you need something |
| **Partial** | Some documents uploaded, not all |
| **Complete** | Everything received |
| **Overdue** | Past deadline, still incomplete |
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.
Communication history is retained for 7 years. Compliance requires it. You can export it if needed.
## 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.
Got the documents? Back to categorizing transactions.