A Client Request is the most powerful request type in Seamlss. Use it when you need to bundle multiple things into a single onboarding or information-gathering workflow, contacts to verify, entities to onboard, custom forms to fill out, identity verification, AML checks and engagement letters all sent in one branded request to one or more clients.
Client Requests are built around a three step wizard, RECIPIENTS, SECTIONS, REVIEW, so you always know what you’re sending and to whom before you click send.
When to use a Client Request #
- You’re onboarding a new client and need to verify their identity, capture entity details, get an engagement letter signed and collect bank or tax details all in one go.
- You’re re-engaging an existing client at end of financial year and want to refresh their data, run an AML check and have them sign new terms.
- You need to deploy data into XPM as part of the request.
- The request involves more than one client (joint individuals, a company plus its directors, a trust plus trustees).
For a simple one-question ask use Insta Fetch. To send a file to a client, use Insta Send.
How to send a Client Request #
Step 1. Open the request #
Click the + Request button in the top-right of the header and choose Client Request from the dropdown. The Client Request wizard opens at the first step, RECIPIENTS.
Step 2. RECIPIENTS, choose who the request is for #
Use the Search clients by name field to find an existing Client (entity) such as Sarah Mitchell Individual or Mitchell Family Trust. As you type, matching clients appear, click one to add it. The associated contacts attached to that client are picked up automatically.
To send the same request to multiple recipients, keep searching and selecting. Each Client appears as a card showing its associated Contacts. Use the X icon on a card to remove it if you change your mind.
or ADD a new contact and entities you would like to onboard.
When you’ve added the contact and their entities, click Next to move to the SECTIONS step.
Step 3. SECTIONS, choose what you’re asking for #
This is where you build the body of the request. Each section you add becomes a step the client completes in their portal. Available sections:
- Contacts, ask the client to confirm or update their contact details (name, email, phone, address).
- Entities, ask the client to confirm or update entity details (ABN, address, structure type).
- Forms, attach any custom form you’ve built in the Forms area, e.g. a tax return checklist, super fund details form or business onboarding questionnaire.
- ITR Forms, attach a tailored Individual Tax Return form for income, deductions, offsets and bank details.
- Identity Verification, run a digital ID check using one of three methods, Visual + ATO, DVS + ATO, or Visual + 2 ATO.
- AML checks, run an Anti-Money Laundering check (timing of feature availability TBA).
- Document Sign, attach your firm’s engagement letter for the client to sign. You can edit or customise the engagement terms in the section before you send, so the letter reflects the scope you’ve agreed with this client.
Click Add beside any section to include it. Added sections appear in a list at the top showing what’s been included so far. Drag to reorder if you want a particular flow for the client.
Job Options #
Below the sections list you’ll see Job Options:
- None, no automation runs after the client completes the request.
- XPM Deploy, on completion the client’s data is automatically pushed into Xero Practice Manager as a Job. Only available if you’ve connected XPM in your integration settings and you use the Jobs feature in XPM. If XPM isn’t connected, or you don’t use Jobs in XPM, leave this on None.
Pick the option that suits your workflow, then click Next to go to REVIEW.
Step 4. REVIEW, check and configure email #
The REVIEW step shows a summary of:
- The recipients you selected.
- The sections you included, in order.
- The job option you chose.
Below the summary, configure the email that goes to your client(s):
- Send Email Request (on by default), tick to email the client a notification with a button that opens the request in their branded Seamlss portal.
- Optional Message, add a personal note that’s included in the email above the button.
- Template, choose between Welcome (for new client onboarding) or any template under the Comms category, depending on the tone you want.
Prefer to send the link yourself? Untick Send Email Request. Seamlss will still create the request, but no email goes out. After clicking Send Request, each of the recipients will have a small Copy icon next their request. Use this secure portal link to paste into your own email, SMS or chat.
Use the Back button to jump back to RECIPIENTS or SECTIONS if you spot something you need to change.
Step 5. Send #
Click Send Request in the bottom-right of the wizard. Seamlss creates the request, dispatches the email(s), and shows a confirmation screen listing every recipient, e.g. “Request has been created and sent. 1. Sarah Mitchell (Sent email)”.
Click Done to close the wizard. The request is now visible in the All Requests list with status Sent (or Requested if you didn’t select to send the email).
Not ready to send? Click Save as Draft at any step. Drafts appear in the Drafts tab on the All Requests list with an Edit button so you can pick up where you left off.
After you hit send #
Each contact receives a single email containing one button that opens the entire request in their branded Seamlss portal. They work through the sections in order and submit when they’re done. As each section is completed the request progress updates on your dashboard so you can see exactly where the client is up to.
If you chose XPM Deploy as the Job Option, completed data is automatically pushed into XPM as soon as the request is fully submitted.
Track every Client Request from Dashboard > All Requests. Filter by status, click into any row to see section-by-section progress, follow up on outstanding items, download submitted data, or click the three-dot Actions menu on the right to edit, duplicate, cancel and archive, or delete the request.
Related guides #
- How to Use Insta Fetch, for asking a single quick question or document.
- Using Insta Send, for securely sending files to a client.
- Understanding Contacts, Clients and Groups, the data model that powers recipient selection.
- Understanding the Requests Dashboard, how to track and manage every request.
