In the weeks before a filing date, clients call with the same few questions: what documents do I need, when is my appointment, has my return been received? You write the approved answers, and the agent gives them in a natural voice. Anything that needs a professional's view goes to a person, with a short note of what the client asked.
The booking agent can offer advisory meeting slots from your calendar and send an SMS confirmation. The outbound agent can remind clients about a missing document or an upcoming meeting, in the hours you choose. The agent does not give tax or financial advice, and it does not approve or move money. Your accountants stay responsible for both. You decide which questions are routine and which always need a person.
Gather the questions your team answers most in busy season, along with the answers you are happy for the agent to give. Decide who handles each type of call that gets passed on. Choose the calendars for different services, such as tax, bookkeeping and advisory. Then measure the first season by how many calls reach staff, and which of them could have been answered from your own list.
Seasonal firms often have two different kinds of week: quiet ones and deadline ones. Tell us when your peaks are, so we can check the plan covers the extra minutes and the scripts mention the right dates. Reminder calls before a deadline can ease the pressure on both clients and staff.