Constant back-and-forth is the mortal enemy of progress during tax season. Emails asking for documents, waiting on e-signatures, and giving instructions that generate follow-up questions can slow things to a crawl during the time of year when fast results are paramount.
Truss’ Max AI assistant shows us these patterns in black and white. Writing and refining client communication is one of the biggest things tax pros use Max for – roughly a third of all activity. Drafting a client email or letter is the single most common task within that work, at 28% of communication requests, followed by tone and format adjustments like “make this shorter” or “more casual” (12%) and asking Max to summarize or explain something about a return in plain language (6%).
And the most common email of all is the document chase. Max’s single most-requested prompt of the entire year (asked 464 times) is an email listing a client’s open items and asking them to send what’s missing. Nearly half of all these client-communication requests centered on document collection, which usually results in the CPA engaging in more back-and-forth later.
AI is already helping Truss users communicate with their clients to maximize their chances at a response. This guide demonstrates exactly why those emails are working, and includes some templates you can adapt to suit your own workflow.
Best practices for successful correspondence
If an email works, keep it in an easily accessible folder or document, or as a saved template. If you’re writing these same five messages all season, you’ll want them handy and well-polished. Recognize that different clients may warrant different tones (casual vs. professional) and if you’re using AI, prompt the chatbot to fit those tones. Use a personalized tone when you can, and encourage responses in the closing paragraph (“reply here” or “schedule time on my calendar to chat”) so the client is never left wondering how to get in contact.
What separates emails that get results from ones that get ignored
Who “sends” the emails. This could well be the biggest driver of whether a client replies or ignores you. An email from a no-reply@ or info@ address signals to your client, “This came from a robot, so definitely don’t respond.” Emails to clients sent through Truss come addressed from a member of your firm, and a client who gets a request from someone who knows them personally is more likely to respond. If you’re sending a templated email, make sure it shows up in an inbox addressed from you.
Saying what you need up front. The more vague your subject line is, the more likely clients are to ignore it. “Your 2026 return” will get the task rabbits among your clients to respond, but “Action needed: 3 documents to finish your 2026 return” tells the most passive clients that they’re only steps away from getting this off their plates. The same goes for putting the most important details at the top of the email, with any supporting info below.
Only asking for one thing. If you write an email with three asks from a client, you’re setting yourself up for them to only grant one or two of them. Client emails should have one clear action item: upload these documents, approve this e-file authorization, pay this balance.
Setting a deadline and accompanying stakes. Clients are more than happy to put things off if you tell them they only need to do something “when you get a chance.” If you tell them they need to do it “by Friday the 19th so we can e-file before the deadline,” their instincts to follow instructions will kick in.
Keep it in plain language. Clients might not know what “withholding” is, even if it’s second nature to you. And if they don’t know that, they definitely don’t understand an “above-the-line balance.” Translate everything into outcomes that affect their bottom line. You might feel like you’re dumbing things down, but virtually every client thinks about the nuances of tax season less than you do on a daily basis.
Templates that get results from beginning to end of tax season
These are some of the baseline emails we’d recommend sending to get replies from clients at every stage of tax season, based on real prompts given to our Max AI assistant. Keep things brief, and adapt the bracketed parts to fit your workflow.
1. Document request / intake
Subject: 2026 tax documents — upload to portal
Hi [first_name],
It’s great to be working with you again on your 2026 tax return. When you’re ready, please upload your 2026 tax documents to our secure portal so we can get started.
To keep your return on track, could you please aim to upload everything by [soft deadline date]? If you’re waiting on a few items (for example, a late Form 1099 or Schedule K-1), go ahead and upload what you have now—then send the remaining documents as they arrive.
Common items to upload include: W-2s, 1099s (INT/DIV/NEC/B), brokerage tax statements, Schedule K-1s, mortgage interest (Form 1098), property tax info, charitable contributions, and any major life changes (move, new job, new dependent, etc.).
If anything is unclear or you’re not sure whether a document is relevant, feel free to upload it anyway and we’ll sort it out.
Thanks,
[email_signature]
2. Friendly nudge (no response yet)
Subject: Quick follow-up — 2026 tax documents still needed
Hi [first_name],
Quick follow-up as we’re still waiting on a few remaining 2026 items to move your return forward. We still need:
- [Item 1]
- [Item 2]
- [Item 3]
As soon as those are in, we can turn things around quickly and get your 2026 return finalized.
Easiest options:
- Upload to the portal here: [portal link]
- Or reply to this email with any questions (or if you’re waiting on anything and when you expect it)
Thanks!
[email_signature]
3. “Your return is ready” with a plain-English summary
Subject: Your 2026 tax return is ready to review
Hi [first_name],
Your 2026 tax return is ready for your review. Here’s a quick summary of the result:
Summary (2026)
- Federal: [refund / balance due] of $[amount]
- State(s): [refund / balance due] of $[amount] for [state(s)]
- Total: [refund / balance due] of $[amount]
- Payment/refund date: [date / “upon e-file acceptance”]
Biggest changes from last year (and why)
- [Change #1] — [brief reason]
- [Change #2] — [brief reason]
- [Change #3] — [brief reason]
What I need from you next
- Please review the draft return and let me know if anything looks off or if you have questions
- Confirm your bank info for direct debit/refund: [last 4 or “on file”]
- Once you’re comfortable, please e-sign Form 8879 so we can e-file
If it’s easiest, you can reply to this email with any questions or requested changes, and I’m happy to hop on a quick call as well.
Thanks,
[email_signature]
4. E-file authorization: Get those missing signatures
Subject: Please review and e-sign Form 8879 (needed to e-file your 2026 return)
Hi [first_name],
Your 2026 tax return is ready for e-filing on our end. Before we can electronically file it, the IRS requires your signed authorization on Form 8879.
Please take a moment to:
- Review Form 8879 (it summarizes key figures from your return), and
- E-sign the form at your earliest convenience
Once we have your signed Form 8879, we’ll proceed with e-filing right away and confirm when the filing has been accepted.
Thanks!
[email_signature]
5. Balance-due explanation and how to pay
Subject: Federal balance due for your 2026 return + how to pay online
Hi [first_name],
I wanted to flag that your 2026 federal return shows a balance due of $[amount].
The main reason(s) you owe this year:
- [Primary reason — e.g., not enough withholding/estimated payments during the year, higher income/bonus, more investment income, a change in deductions/credits, etc.]
- In other words, the total tax for the year ended up being more than what was already paid in through withholding and/or estimated payments.
Payment deadline: [deadline date] (to avoid late-payment interest/penalties).
How to pay online (copy/paste steps)
- Go to: https://www.irs.gov/payments
- Click “Direct Pay” (bank account) or “Pay with debit or credit card” (processor fee may apply)
- If using Direct Pay:
- Reason for Payment: Balance Due
- Apply Payment To: Income Tax - Form 1040
- Tax Period for Payment: 2026
- Enter the payment amount: $[amount]
- Schedule the payment for: [deadline date] (or earlier)
- Save the confirmation number / receipt for your records
If you’d like, I can also help you adjust 2027 withholding or estimated payments so you’re closer to breakeven next year.
Thanks,
[email_signature]
6. Filing confirmation/next steps
Subject: Confirmation — your 2026 return has been filed + key next steps
Hi [first_name],
Confirming that we’ve electronically filed your 2026 tax return. We’ll let you know as soon as we receive acceptance confirmations from the IRS and any applicable state(s).
Action items to keep on your radar:
- Save your filing copies (PDFs) and any e-file acceptance emails for your records
- If you have a balance due: make sure your payment is scheduled/paid by [payment deadline]
- If you’re receiving a refund: keep an eye on your account/mail (timing depends on IRS/state processing)
- 2027 estimated tax payments (if applicable):
- April 15, 2027 — Q1
- June 15, 2027 — Q2
- September 15, 2027 — Q3
- January 15, 2028 — Q4
- Key 2026-related reminders:
- Keep receipts/support for major items (charitable gifts, medical, business expenses, childcare, etc.)
- Let us know about major life changes (new job, move, marriage/divorce, new dependent, large stock sales/RSUs, new business activity)
If you’d like, we can also do a quick check-in on withholding/estimated payments to help avoid surprises next year.
Thanks,
[email_signature]
The biggest takeaway
Getting responses is a science, and the name of the game is efficiency. Be concise, lead with your needs, and show clients how their responses will lead to desirable outcomes. If you have a handful of strong templates for every important segment of the calendar, you’ll be able to streamline your outreach and spend more time finishing returns and moving on to work higher up the value chain.
Truss is the more-in-one tax workflow platform — helping accounting firms collect client info, manage workpapers, prep returns with AI support, and deliver everything in one place. Book a demo.