One to one chasing does not survive a busy fortnight
Every practice knows the chase should start six weeks out and knows it starts two weeks out, because the people who would send it are the same people preparing returns. So the requests go late, in a batch, to whoever is on the list, worded slightly differently each time depending on who typed them.
The confirmation at the other end goes missing entirely. The return is filed, the acknowledgement is logged in the office, and nothing is sent to the client, who rings in December to ask whether it was done and speaks to somebody who has to go and look. Both problems are the same problem: the message depends on a person having a free half hour at exactly the right moment.
Triggered by the record, personalised to the checklist
The trigger is the engagement's own state. When the period opens, the first request goes out listing that client's outstanding items rather than a generic ask for documents. It escalates on the schedule the firm sets, gently and then firmly, and stops the moment the item is marked received or the client writes back.
The other triggers are the ones firms forget: a confirmation when the work item is marked filed, carrying the reference your office logged, and a reminder when a fee note passes an age you choose. Replies land in the shared inbox against the client record. Outbound goes as approved templates, opt-outs are honoured, and Meta charges per conversation as its own line.
More on the capability itself: WhatsApp Automation. More on this industry: CRM for CA firms.
One client, one cycle, no typing
Nobody in the office sends any of these by hand.
- 1Period opens: a request goes out listing this client's four outstanding items by name.
- 2Two arrive and are ticked, so the next reminder mentions only the two that are still missing.
- 3The client replies with a question, which pauses the sequence and appears in the inbox for the article.
- 4Marked filed: a confirmation goes out with the reference, and the December phone call never happens.
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Run it once, with real records
The fastest way to judge this is to put twenty of your own records through it. Start on the free plan and decide afterwards.