Email, PEC and WhatsApp all arrive together and someone has to read them one by one to work out whose they are and who should get them. Attachments end up on the owner's phone or in personal mailboxes. Meanwhile the client doesn't know whether anyone has seen their message and calls back.
What you check
Risposte automatiche solo ai casi semplici. Conferme di ricezione e di presa in carico, orari. L'elenco lo decide lo studio.
Le domande fiscali le scrive un collaboratore. Il sistema prepara la bozza e dice al cliente solo che il messaggio è arrivato.
Mittenti sconosciuti in una fila a parte. Nessun dato del cliente parte verso un recapito non autorizzato.
Similar cases
The same automation logic applied to other kinds of business:
Frequently asked questions
Does it read PEC too?
Yes, if the PEC mailbox allows access from a program, as almost all do. The PEC is kept with its attachments and stays linked to the client; the case deadlines are validated by the professional. The connection is set up with the firm and tested before starting.
Who decides which messages get an automatic reply?
The firm, once at the start: for example, confirmations that documents were received. For tax questions only a confirmation that the message arrived goes out, with response times; the real answer is written by a staff member.
Where do the files end up?
In the client folders on the firm's server or in the space you already use. Where and under what names is decided together, and nothing gets recorded in the accounting on its own.
What if it passes it to the wrong colleague?
The colleague moves it and the rule gets corrected. Messages from unknown senders go into a separate line and no data goes out to them.
What if the colleague is out?
The firm indicates substitutes and absences: the task goes to the substitute. If there isn't one, it goes to the owner and stays visible in the queue.