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Client Communication

Effective client communication is essential during tax season. AtlasOS provides three integrated channels for keeping clients informed: Broadcasts for bulk outreach, the Client Portal for secure document exchange, and the Smart Inbox for routing inbound correspondence.

Broadcasts​

The Broadcasts module enables bulk email campaigns to your client base. Common use cases for tax practices include:

  • Filing season reminders -- Notify all individual clients when SARS opens filing season
  • Provisional tax deadline alerts -- Remind provisional taxpayers of upcoming IRP6 payment dates
  • Document request campaigns -- Request IRP5 certificates, medical aid tax certificates, and other supporting documents in bulk
  • Regulatory updates -- Communicate changes to tax legislation, rate tables, or filing requirements

Broadcasts support audience segmentation by entity type, compliance status, and custom tags. You can preview and test emails before sending, and delivery reports track open rates and bounces.

Client portal​

The Client Portal provides a secure, branded interface where clients can:

  • Upload supporting documents -- Tax certificates, bank statements, rental schedules, and other source material
  • Download completed returns -- Access filed returns, tax computations, and assessment notices
  • View deadline summaries -- See upcoming obligations and their current status
  • Respond to document requests -- Fulfil specific requests from your practice with tracked uploads

Document requests sent via the portal include automated reminder emails. Clients receive notifications when new documents are shared with them, and your practice receives notifications when clients upload requested items.

Smart Inbox routing​

The Smart Inbox automatically triages inbound email and routes it to the correct entity and team member. For tax practices, this is particularly valuable for:

  • SARS correspondence -- eFiling notifications, assessment notices, and audit letters are matched to the relevant entity by tax reference number
  • Client queries -- Questions about deadlines, document requirements, or return status are routed to the assigned account manager
  • Supporting documents -- Documents sent via email (rather than the portal) are captured and linked to the entity record

The AI triage engine learns from your routing corrections over time, improving accuracy as your practice grows.

Best practices​

  1. Start early -- Send filing season broadcast reminders at least two weeks before you begin requesting documents
  2. Use the portal for documents -- Email attachments are harder to track than portal uploads; encourage clients to use the portal
  3. Set up automated reminders -- Configure the portal to send follow-up reminders for unfulfilled document requests
  4. Review inbox routing weekly -- Correct any misrouted items to improve AI accuracy

Next steps​