Client Messages

Instead of juggling email threads for every client question, use Messages to keep communications in context. Ask about a transaction, request a document, or answer questions — all linked to the client’s account.

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The Messages Dashboard

Go to Dashboard → Messages in Firm Mode. You’ll see:

• Unread messages across all clients (newest first)
• Messages needing response (no reply in 24+ hours)
• Recent conversations

Click any message to open the full thread with that client.

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Starting a Conversation

From anywhere in a client’s account:

1. Click the Message icon (or find it in the client profile)
2. Write your message
3. Optionally attach files or link transactions
4. Send

The client gets an email notification with a link to reply. If they have Pluvel login access, they can reply directly in the app.

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Contextual Messages

The real power is linking messages to specific items: From a transaction: “Hey, what was this $450 charge at Office Depot for?” The transaction is attached so the client knows exactly what you’re asking about. From a document request: “I need your Q3 bank statement.” The request is tracked until they upload it. From a task: “Can you verify this vendor info?” Linked to the task you’re working on. Clients see the context without you having to screenshot or explain.

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Message Notifications

For you (the accountant):

• New message badge in the sidebar
• Daily digest of unread messages
• Optional: immediate email for urgent clients

For clients:

• Email notification when you send a message
• Email notification for document requests
• Optional: digest vs. immediate (client-configurable)

Configure in Settings → Notifications → Client Messages.

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Response Tracking

Track which clients respond and which ghost you: Filter your message inbox by status to follow up on overdue items.

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Document Requests

A special type of message for requesting files:

1. Click Request Document
2. Describe what you need (“Q3 bank statement”, “2023 1099s”)
3. Set a due date (optional)
4. Send

The client gets a message with an upload button. When they upload, you’re notified and the file attaches to their documents.

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Templates

Save time with message templates:

• “Missing information needed for filing”
• “Monthly document request”
• “Year-end checklist”

Create templates in Settings → Messages → Templates. Insert client-specific details when you use them.

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Bulk Messages

Need to ask all clients for the same thing?

1. Go to Messages → New Bulk Message
2. Select clients (all, or filter by tag/status)
3. Write the message (use merge fields for personalization)
4. Send

Each client gets an individual message. Replies come back to their conversation, not a group thread. Common use cases:

• “Reminder: Year-end documents due by January 15th”
• “We’re closed for the holidays Dec 24-Jan 2”
• “New document portal — here’s how to use it”

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Client Portal vs. Email

Clients can reply two ways: In the portal: If they log into Pluvel, they can reply and upload files directly. Via email: Replies to the notification email thread back to Pluvel and appear in the conversation. Either way, you see it in one place.

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Message History

Every message is saved:

• Searchable by client, date, or keyword
• Attached to the client’s record
• Accessible even if the staff member who sent it leaves

This is your audit trail for client communications.

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Tips

Don’t over-message. Clients get notification fatigue. Batch requests when possible instead of sending five separate messages. Be specific. “Please send documents” is vague. “Please upload your December bank statement from Chase ending in 4521” is clear. Use requests, not just messages. Document requests are tracked until fulfilled. Regular messages can get lost. Check the dashboard weekly. Unreplied messages pile up. Set aside time to follow up on anything stale.