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An Owner, or a Manager or Preparer assigned to the client, can message clients and send document requests. A Connector admin sees Your role does not include messaging clients or requesting documents. A request records a checklist for one client; a campaign creates a separate request for each reachable client. WhatsApp delivery and portal visibility are not the same thing: a request can exist, and show on the client’s portal, even when its message was not sent. For what the client sees, see Document requests on the portal.

Send a request

1

Start one request or a campaign

For one client, open Clients → [client] → Overview → Messages, switch to Document requests and select New request. For several clients, open Document requests in the sidebar and select New campaign. Recipients come from the client’s profile phone, its Contacts, its bound WhatsApp senders and its portal seats; you cannot type an arbitrary number into the request form. Add a missing person under Overview → Profile → Contacts first (see Manage clients).
2

Enter the individual request

In New document request, complete the following:Choose Save, send later to record an open request without sending it, or Send request to record and send it now. If the client has no contact number and no portal seat, nobody can be told about the request; add a contact first. If WhatsApp is disconnected or outbound messaging suspended, the request is still recorded and shown on the portal, but delivery shows Not sent; fix the connection, then use Send request or Send again from the request details. If an open request already asks for an overlapping item, the Already requested? dialog requires explicit Create anyway confirmation.
3

Fill the campaign editor and inspect the preview

New campaign has Title (required, 1–120 characters), Due date (today or later, default seven days ahead), and Note to clients (optional, up to 500 characters). Its Checklist uses the same Item, Kind, and optional Period rules as above, but allows 1–10 items. Under Clients, choose All my active clients, Monthly GST filers, Quarterly (QRMP) filers, Assigned to a colleague (then choose Colleague), or Chosen clients (then choose Clients). GST groups use each client’s profile filing frequency.Check Who gets it before selecting Send to N clients. It lists reachable clients, skipped clients and reasons, and any Already asked overlap. A campaign covers at most 200 selected clients; narrow the selection if the preview says it is too large. The send button requires a title, at least one valid item, and at least one reachable client. When duplicates are detected, the Duplicate campaign? dialog requires Create anyway to proceed. Each reachable client receives its own request; sends are queued about ten seconds apart, so do not mistake an immediately queued message for confirmed delivery. Skipped clients appear on the campaign record as Skipped — no contact number or Skipped — every number opted out. If WhatsApp is not connected, messages are marked not sent and need sending again after the connection is restored.

Track requests across clients

Open Document requests in the sidebar. The Automatic chase badge beside the title shows the firm’s chase mode and, when it is running, its cadence, for example Automatic chase: Autopilot · from 2 days before due · at most 3, 3 days apart. Manual shows reminders off; paused — WhatsApp not connected means no reminder can go out until the firm’s number is linked again under Settings → WhatsApp intake (see Receive bills on WhatsApp). An Owner sees Change automatic chase, which opens Settings → Autopilot (see Automation). On the Requests tab: The Campaigns tab lists each campaign with how its clients were chosen, Due, Clients (N of M complete, plus how many were skipped), Items missing and Created. Select a campaign to see its requests and skipped clients, and select a request to open it.

Work one request

1

Open the request

Select it on Document requests, on the client’s Messages → Document requests tab, or from a request entry in the client’s conversation. The panel shows Status, Received, Sent, Reminders, Created by, Recipients (or Portal only), the Checklist and its History, including each message’s WhatsApp delivery.
2

Record what arrived

Checklist items show Requested, Received or Waived. Use an item’s actions menu to Upload a file… on the client’s behalf (PDF, JPEG or PNG, up to 20 at a time, 19 MB each), Link a received file… that already arrived on WhatsApp or by upload, Mark received… without a file, Waive… an item the client no longer needs to send, or Reopen an item. A request is complete once every item is received or waived.
3

Edit, resend or remind

On an open request, select Edit to change the title, due date, recipients and note in Edit request, remove items not yet received, or use Add item; then select Save changes. If the checklist changed after it was sent, the panel says so: select Send again so the client sees the current list. Send request sends one that was saved for later; Send again also appears when a delivery failed; Remind now sends a reminder for outstanding items. Check the delivery status and error in History before resending.
4

Cancel or reopen

Select Cancel request and confirm to stop it; it is no longer chased. Select Reopen request on a cancelled request to open it again. An archived client’s requests are read-only.

Message a client and see its files

Clients → [client] → Overview → Messages → Conversation merges everything about this client in one thread: WhatsApp messages and files it sent (From client), automatic messages such as receipt acknowledgements and reminders (Automatic), messages your team sent (Message), internal notes (Note) and request events (Request). Columns are When, Type, Entry, Handled by and WhatsApp delivery. Use Search the thread and the Type filter, and Load older for earlier entries (up to the latest 200).
1

Add an internal note

Select Add note, type the Note (up to 2,000 characters) and select Add note. A note is visible to the practice only and is never sent.
2

Send a WhatsApp message

Select Send WhatsApp, tick the recipients under To (the profile’s contact phone is ticked by default; opted-out numbers show Opted out — cannot be messaged), type the Message (up to 1,000 characters) and select Send. It goes from the firm’s WhatsApp number, signed with your name. If the client has no contact number, add one on the Profile tab or bind its sender on the Intake tab.
3

Check delivery

Select an entry to see who handled it and, under Delivery, each recipient’s status: Queued, Sent, Failed or Not sent, with the reason. For your own message, Send again to those it missed resends to the recipients it did not reach. A warning above the thread means the firm’s WhatsApp number is not connected or outbound WhatsApp is suspended; messages are recorded as not sent until that is fixed.
Overview → Documents lists every file that answered one of this client’s requests, newest first: Received, File, Answered (the request and item; select the request title to open it), Source (Upload or WhatsApp) and Review. Evidence only means the file was kept as evidence and not read as an invoice; otherwise the review status links to the invoice’s review page. A file name opens the file once its malware scan is clean; Scanning… means wait, Scan failed offers Scan again, and Flagged by malware scan means ask the client for a fresh copy. Use Search file or request and Load more for older files.

When something is refused

  • There is nobody to send this to: choose at least one WhatsApp contact, or give the client a portal seat.
  • That number is not one of this client’s contacts. Choose the contact phone on the profile, a person in the contact book, a bound WhatsApp sender or a portal seat.: choose a listed contact instead.
  • The due date [date] has already passed. Choose today or a later date.
  • This request has not been sent yet, so there is nothing to remind the client of. Send it first.
  • Every item on this request is already received or waived, so there is nothing to ask for.
  • A received item cannot be removed — the file that answered it would lose its link. Reopen the item first, then remove it.
  • This request is already complete. Reopen an item if something is still missing. / This request was cancelled. Reopen it first.
  • Every recipient already has this message, or it is still on its way, so there is nothing to send again.
  • This client is archived, so nothing new can be sent or recorded for it. Its history stays readable; restore the client to work on it again.
  • None of the N matching clients can be messaged — each has no contact number or every number has opted out. Add a contact phone on the client’s profile first. (campaign): add a contact phone on those clients’ profiles.

Still stuck?

Open a case from Help & support in Pragma, or book a walkthrough and the team will show you around on a call. Can’t sign in? Contact support.