How does communication between the accountant and the client work?
TL;DR: Accountants assign tasks to clients through the client portal, where both parties can exchange messages, share files, and track progress -- replacing back-and-forth email threads with a centralized task-based workflow.
Who can do this
Uku users with access to client management and the Client Portal app activated
Clients who have been invited to the client portal (with a valid email address)
Assigning tasks to clients
Accountants can direct tasks to clients through the client portal. For example, a task like "Please send me receipts."
Open or create a task for the relevant client.
Select Assign to send the task to the client through the portal.
You can assign both one-time and recurring tasks to clients.
Important: Approximately 5 minutes after assigning a task, the client receives an email notification about the task awaiting them in the portal. This delay allows the accountant to update the task or remove it from the client's view before the notification is sent.
What clients can do with tasks
Upload files (maximum file size: 10 MB)
Add comments, messages, or questions
View the task checklist, files, and description (same as the accountant sees)
Mark tasks as done
Accountants can reply to clients through the portal, eliminating the need for separate email threads.
Tasks with deadlines display the deadline in red if it has passed.
Task completion behaviour
When a client marks a task as done, it does not automatically complete for the accountant. However, the accountant can enable automatic completion on a task. When enabled, the task is marked as done for the accountant when the client completes it.
Communication options within tasks
When writing comments and messages, Uku users can choose between three communication types:
Internal comment -- Select the Internal comment option, then select Add Comment. Internal comments are visible only to your office employees and are displayed with a yellow background.
Email -- Select the Email option to send an email directly to the client. Read here about how to send an email.
Portal message -- Select the Portal message option to create a message that appears in the client portal task. Both Uku users and the client can see and reply to these messages.
Visual identification of message types
Different message types are identified by their styling within the task:
Internal comments -- Yellow background, visible only to Uku users
Client portal messages -- Standard background, visible to both parties
Client replies -- Chat bubble format with the client's name shown in green
Requests from clients to accountants
Clients can send requests to accountants through the portal. The following people receive a notification about the request:
The member responsible for the client
Admin members
The company owner
If needed, you can convert a client request into a task.
Notification triggers
When accountants receive notifications
A client creates a new request in the portal
A public message is added to a task or request
A client completes a task that the accountant has not yet completed
When clients receive notifications
A task is assigned to them
A comment is added to their task
A task is withdrawn from the client portal
Client profile settings
Clients can change their contact details and notification settings within the portal. If a client updates their contact details or name, those changes are reflected in the Uku member's view of that client.
Troubleshooting
Client did not receive a task notification email: The notification is sent approximately 5 minutes after assignment. If the client still has not received it, verify that their email address is correct in Uku and check their spam/junk folder.
Internal comment was accidentally sent as a portal message: Portal messages cannot be unsent once visible to the client. Double-check the selected message type before submitting. Use the yellow background preview as confirmation that you are writing an internal comment.
Client cannot upload files: The maximum file size is 10 MB. Ask the client to reduce the file size or split large files. Verify the client has an active portal account.
Client marked a task as done but it is still open for the accountant: By default, client completion does not close the task for the accountant. Enable automatic completion on the task if you want both sides to sync.