Messages

Messages are the simplest way to ask your accountant a question or respond to something they need. Every conversation lives in one thread, so nothing gets lost in an inbox.

Open Messages from the sidebar.

What you’ll see

The screen splits into two parts:

• Sessions list on the left — every conversation, sorted with most recent on top
• Session detail on the right — the messages in the conversation you’ve opened

[Screenshot: Messages split view]

On mobile, the list and detail are separate screens — tap a session to open it, tap the back arrow to return.

How sessions work

A session is one conversation about one topic. Your accountant may start several sessions — for example, one about your engagement letter, one about a missing document, one general — so each thread stays focused.

Each session in the list shows:

• The session title (your accountant sets it)
• A short preview of the last message
• When it was last updated
• A red dot if you have unread messages

[Screenshot: Session list with unread indicator]

Reading and replying

Click any session to open it. The messages appear in order, oldest at the top, newest at the bottom.

• Messages from your accountant’s team appear on the left in a light bubble
• Your own messages appear on the right in a darker bubble
• Each message shows the sender’s name and the time it was sent

Type your reply in the box at the bottom and click Send. Your message goes through instantly, and your accountant is notified.

[Screenshot: Conversation thread with composer at the bottom]

Attaching files

Click the paperclip icon in the message box to attach a file. The file uploads with your message and automatically lands in your Documents area too — so you don’t lose track of it.

Same file rules as Documents: PDF, Word, Excel, CSV, PNG, JPG, TIFF, up to 25 MB each.

Starting a new session

To ask about something the existing sessions don’t cover, start a new one.

1. Click New session (or the + button on mobile).
2. Give it a short title — something specific, like “Question about my W-2.”
3. Type your first message.
4. Optionally attach a file.
5. Click Send.

[Screenshot: New session dialog]

Your accountant will receive it and reply when they can.

Filtering the list

The filter row at the top of the list lets you switch between:

• Active — open sessions and ones your accountant has snoozed
• Resolved — sessions your accountant has marked as wrapped up
• All — everything

Resolved sessions stay around so you can look back at them.

New messages arrive instantly

When your accountant sends a new message, the list updates right away — a red dot appears next to that session, and if you have it open, the new message slides into the thread.

You don’t need to keep checking. If the portal is open in a tab, you’ll see new messages as they arrive. If it’s closed, you’ll get an email notification (or a text, if you’ve set that up).

What your accountant sees

When you reply or attach a file, your accountant sees your message in their unified inbox, alongside email and texts from other clients. They’ll usually reply within a few hours during business days — sometimes faster.

Tips

• Keep one topic per session. It’s easier for both of you to follow a single thread than a mixed bag.
• Attach files instead of describing them. A photo of the W-2 is faster than typing “my W-2 from Acme Corp, the box 1 amount looks high.”
• Don’t worry about formal language. This is a chat, not an email. Short and clear works best.
• Mention specific documents. “About the 1099 you flagged” is more helpful than “the document you asked about.”

How email fits in

If your accountant emails you, that email also lands in Messages — it’s the same unified thread on their side. So no matter how you respond (portal or email), it ends up in the same place.

When you don’t have access

If you’re a viewer or signer on the account (rather than the primary contact), you may see the messages area but not be able to start new sessions. The compose button will be hidden. To send a message, ask the primary contact, or have your accountant adjust your permissions.

What’s next

• Documents — when your accountant sends or requests a file in a message
• Account settings — turn on email and text notifications so you don’t miss messages