The Allow client user to ask question setting lets client users send questions directly to their assigned accountant from the Client Portal. This is useful when your workflow requires two-way communication, not just accountant-to-client requests.
Use Case
Enable this setting when:
Clients need to clarify requests or tasks
Clients want to ask follow-up questions during a flow
You want to allow direct communication without email or external tools
How to Enable the Setting
Follow these steps to allow client users to ask questions:
Go to Settings
Open Client Portal
Scroll down to find Allow client user to ask question
Enable (toggle on) the option
Without this option enabled, only the accountant can initiate questions.
How It Works for Client Side
Once enabled:
Client users will see an option in the Client Portal to ask questions
After asking a question, the client user can view it under Questions → My Requests > Unresolved Tab
When the accountant responds, replies are visible in the same thread and Responded Tag
Once the client user feels the issue is resolved, they can mark the question as Resolved, which ends the conversation and it will moved to Resolved Tab
Clients can reopen a question by clicking the Reopen button.
On Accountant Side
On the accountant’s side, client questions appear under Requests by Client → Open tab.
After the accountant responds, the question moves to the Responded tab.
Xenett sends batched email notifications to accountants (sent hourly only if responses exist).