Turning a client text into one preserved record
Clients write from whatever application is already open. A text asking about a distribution. A message on a social platform about moving money. A reply typed into a chat thread from a personal handset at the weekend. A voice note left on the same handset. Each becomes a business record the moment it touches advice or the movement of funds, and the enforcement history on unpreserved messages is long and expensive. Triage means the message reaches the archive and becomes one task with one owner.
The account application comes back not in good order because of a missing initial, and the whole signature cycle runs again.
The custodian holds the assets and is the record. The advisory firm runs a relationship system alongside it, plus a portfolio and reporting system, plus a planning tool, and the same client identity is entered into each because there is no shared key between them.
- Smarsh
- Twilio
- Wealthbox
- Microsoft Teams
When this is the wrong thing to build
Pick something else if the practice genuinely runs one channel and clients accept it, because the archive already holds everything and a routing layer only adds somewhere for a message to go missing. The first answer here is usually a written policy plus mobile capture.
The constraint that shapes it
Books and records rules require preservation of communications relating to advice and recommendations, and to the movement of funds, in an accessible place, for a defined period with the earliest portion held locally. More on how this sector works.
Something arrives from anywhere. It becomes one record with one owner. Read what this shape is, or start from one of these.
- Turning portal leads into one shape a person can work
- Turning an after hours maintenance call into one work order
- Entering a new client once instead of four times
- Filing client email to the matter instead of the inbox
- Booking a service call without a person typing it
- Sorting a return visit into callback or new work
- How do I capture a client text message as a business record?
- What do I do when a client asks to move money by text?
- Can messages from a personal phone be archived without the device?
- How do I route a client message into the CRM as a task?
- Which client messages count as records an adviser must keep?
Back to wealth management, or see how this is priced and scoped.