tax preparation

Tax-season calls need a clear route to your preparers.

AI agents and multilingual specialists that handle intake scheduling, document status checks, and filing questions in 65+ languages — scaling instantly for tax season surges.

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Hands holding financial papers for tax preparation and analysis.

how it plays out

Real contacts, minute by minute.

Phone Spanish

“I need to schedule my tax appointment”

Booking is the steadiest call type in filing season.

Client calls in Spanish requesting a tax prep appointment
AI books with a preparer under the firm’s booking rules
Sends confirmation with the firm’s document checklist
Sends the firm’s intake form

Handled without escalation appointment booked

Web Chat English

“Did you get all my documents? My return was supposed to be done”

Status anxiety spikes mid-season

Client opens chat asking about their return preparation status
AI checks document portal and identifies all items received
Reads back the status and date the firm’s system shows
Sends priority notification to preparer if deadline is approaching

Resolved automatically status confirmed

SMS Mandarin

“Where’s my refund?”

Post-filing top question

Client texts in Mandarin asking about their refund status
AI confirms from the firm’s records that the return was accepted
Points the client to the IRS “Where’s My Refund?” tool and the details it needs
Routes questions about the amount to the preparer

Status provided amount questions routed

Email Korean

“I got a letter from the state about my return”

A state notice goes to the preparer, not to an automated answer.

AI collects an image of the notice through the secure portal
Records the notice date and any deadline printed on it
Does not judge whether an amendment is needed
Flags the case for preparer review with the notice attached

Case flagged for review preparer decides

the team behind it

Faces, not a queue.

real members of the global team

Client Support for Tax Preparers

Scheduling, document status and refund-status questions from your records
Notices and filing questions routed to your preparers
Seasonal volume handled with consistent answers

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Make the preparer’s next action clear

Tax-season calls often concern a missing document, an appointment or a return already with the preparer. Agree the intake questions for each type before the phones get busy. Identify the relevant tax year and assigned preparer, then use the firm’s approved checklist to describe what is still needed. A document marked received does not establish that the return is ready to file.

Use HeroDash custom fields for the tax year, enquiry category and preparer handling the case. A document reference can point to the firm’s approved portal without copying the return into a general message. For routine cases awaiting a reply, configure a status trigger to tag the ticket and email the assigned agent. A notice with a deadline follows the firm’s direct escalation route.

Build separate instructions for appointment requests, return-status enquiries and agency notices. Read back only the filing stage the firm has confirmed. Record a deadline printed on a notice as supplied, and let the preparer determine its meaning and required action. Filing decisions, tax explanations and advice about a refund amount remain with the qualified professional.

what comes off the call

The preparer’s callback record

Agree the required fields and permitted access during setup.

Permitted client reference and relevant tax year
Appointment, missing-document, status or notice enquiry
Assigned preparer and approved checklist version

Document reference and receipt status in the firm’s portal
Notice date and printed deadline, when applicable
Preparer handoff and confirmed callback arrangement

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Can a support agent confirm that a tax return is ready?

The agent can communicate the stage confirmed in the firm’s approved record. Receiving documents is not confirmation that review, signing or filing is complete. Questions about readiness go to the assigned preparer.

How are tax-agency notices handled?

Direct the client to the firm’s approved document channel, record the notice reference and printed deadline, and follow the firm’s escalation instructions. The preparer interprets the notice and decides the response.

compliance

Data Security & Compliance

E-file related contacts routed to your licensed preparers
Taxpayer information handled under your written safeguards
Access-controlled data handling, logged per agent
Customer financial data handled under your written safeguards

also worth reading

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Plan coverage around your filing workflow

Bring your document checklist, return-status labels and notice escalation rules to plan seasonal call handling.

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