Communications

The Communications area, available to managers and above, is where you control the emails your firm sends clients, the rules that decide when they go out, and the record of what was actually sent. It's organized into three tabs (templates, rules, and the log), and together they let you shape client communication to sound like your firm and verify that it happened.

Email Templates

Templates control the wording of the automated emails your clients receive: portal invites, questionnaire assignments, request and return status updates, signature requests, and completed-return notices. Editing a template changes what clients get from that point on, and any event you haven't customized falls back to a built-in default, so nothing is ever left without a message. Templates support variables (the client's name, your firm's name, a portal link, and so on), which fill in per send, so one template serves every client while still feeling personal.

Who gets notified

Notifications are not configured here. Each person sets their own, in Settings under Notifications, choosing which events reach them and on which channel.

Clients are notified by email. Your staff are notified in the app through the notification bell rather than by email, firm-wide, which keeps your team's inboxes clear while clients still hear from you. See Notifications.

Email Log

The log is a record of every outbound email your firm has sent a client: the recipient, subject, time, and delivery status. It's the place to confirm a client was actually notified about something. Because staff bell notifications aren't emails, they don't appear in the log; the log is specifically the client-email trail.

Automated versus manual sends

Most of what goes out is automated: sends fire from events (a status change, an invite, a signature request) using your templates and rules. But you can also reach a client directly. Staff can send a one-off email to a client from the client's record; it uses your firm's branding like any other message and is recorded in the Email Log alongside the automated ones.