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This article applies to:

  • Product: safesend
  • Subject: Setup
  • Audiences: Staff

Settings: Client instructions

Customize default or custom client instruction templates for returns and extensions; authorized users can add, edit, delete, preview, and set default messages.
Users can customize the messages and instructions that taxpayers get as they make their way through their return. Default messaging is provided for each section. Users may choose to use the defaults provided or they can add their own at any time.
note
Access to the
Settings
 section is only available to System Admins or users with predefined permissions enabled in
User Management
.
Access Client Instructions
  1. Select
    Settings
    .
  2. Select
    Client Instructions
    .
Client Instructions Overview
note
Whichever message is marked as the Default is sent to all return recipients. These templates can't be selected on a return-by-return basis.
  1. Select the return or extension type to view its Client Instructions.
    • Returns
       - These are for returns sent individually.
    • Group Returns
       - These are for returns sent as part of a group.
    • Extensions
       - These are for extensions sent individually.
    • Group Extensions
       - These are for extensions sent as part of a group.
  2. Use the
    Select Type
     dropdown to select E-sign or Manual Sign templates.
  1. Review the message name and a brief description of its location or when it sends.
  2. Review a list of all saved message templates, listed by name.
    note
    Select a template to edit or delete it.
  3. Select the
    Add
     button to add additional message templates to the relevant field.
  4. View a preview of the message.
  5. Select the
    Edit
     button to make any needed changes to an existing template.
  6. Select the
    Delete
     button to remove the selected message template from the list.
Adding New Instructions
note
We don’t recommend adding images or logos that exceed 5,000 bytes. This is not supported and may cause issues with returns being delivered successfully.
  1. Select
    Add
     to open a new window.
  2. Select the
    Default
     checkbox if the new instruction should be the default.
  3. Enter the
    Name
     of the message.
  4. Enter the
    Subject
     of the message.
  5. Enter the
    Text
     in the body of the message.
  6. Select
    Variable List
     to review variables you can use to personalize the message.
    tip
    Use the
    <RECIPIENT>
     variable in the
    Subject
     line to include the taxpayer, spouse, or entity name automatically. This can help clients with multiple returns easily identify them.
  7. Select
    Add
     to save the new template.
Editing Existing Client Instructions
  1. Select the instructions you want to edit.
  2. Select the
    Edit
     icon to open a new window.
  3. Mark the
    Default
     checkbox if the new instruction should be the default.
  4. Enter the
    Name
     of the message.
  5. Enter the
    Subject
     of the message.
  6. Enter the
    Text
     in the body of the message.
  7. Select
    Variable List
     to review bracketed variables you can use to personalize the message.
  8. Select
    Save
     to save any edits made to the template.
Message Descriptions
Message
Description
Initial Email
This is the 1st message sent to the client when the return is delivered.
Review and Sign Reminder
This is a reminder email sent to the client per the options set during delivery.
Voucher Reminders
This reminder email is sent prior to the voucher due date to clients.
Download E-Signed Forms
This message is sent to clients once all required parties have completed e-signing the forms in the return.
Recalled Return Instructions
This email is sent to clients when the firm recalls their return for correction.
Payment Instruction
This email sends when the client requires a payment.
Invoice Payment Success Mail Notification
The client receives an email message when their invoice is successfully paid (only applies when
Stripe
 is used).
Voucher Revision Mail Notification
This notification is sent to the client when the firm uploads new estimated vouchers to the return.

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