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We've heard your feedback about the inability to see web messages across your agency and are pleased to let you know work has started on a new service in myIR. This new service will give wider ‘view’ access to client messages.

This improvement will not only give the right people a view of client messages, but it will also make it easy to export them into your own client management or workflow systems.

We plan to deliver the change in 2 stages.

Stage 1 – Key message contact web logon – now available

Owners, administrators, and restricted administrators with access to the relevant client lists can now add, edit or remove a key message contact from the 'Manage agency' section in the Intermediary centre, where client access is controlled.  This will let us know who in your agency we should send messages to about clients on that list.

Stage 2 – All client messages dashboard

The 'All client messages' dashboard will be similar to the current 'All client mail' service. You'll be able to filter messages to us from your staff and messages from us within a date range. Other features include:

  • being able to view the web logon of the person in your agency who sent or received a client message. For inbound messages, you'll see when your staff member opened it
  • the ability to open a message thread and any associated attachments
  • an export tool to create a PDF of the selected message content, and to extract all attachments in the selected messages to file into your own client management system.

This service is only for viewing messages. You'll still need to use the 'Messages' service to reply to us.

We know some messages need a higher degree of secrecy, for example Research and Development initiatives. Also, as myIR messages are ‘free form’, we cannot tell what the content is.

To minimise the security risk of opening up access to all client messages, the following will apply.

  • The dashboard will only be for client-specific messages between us and an intermediary. We will not show messages between us and the client, or their 3rd party (such as their nominated person).
  • Messages relating to your agency's IRD number will not be shown, even if you're linked to yourself.
  • To protect the privacy of past messages, we'll only show messages sent from the date the dashboard goes live. Please note that if you reply to an older message, it will bring the whole message chain into the new dashboard.
  • If a client changes intermediaries, the client messages between us and the old intermediary will not be available to the new one.
  • Owner, administrator and restricted administrator logons will have access to the dashboard. The existing client list security settings will be applied. Administrator and restricted administrators will only see messages for clients linked to the client lists they have access to.

The onscreen client messages dashboard is a complex build. During April, we'll test each part of the solution, followed by robust system performance testing. For large agencies exporting multiple messages and attachments, we want to be sure our system can manage the load.

Testing should take 3-4 weeks, depending on any issues we find. Unless we find major problems, the ‘All client messages’ service will be live from early May 2022.

How you can prepare for these changes

Consider if you need to add or change processes to protect the security of any messages you send to us. If the content is not for a wider audience, there may be times you need to send the message under your agency's IRD number and not the client's.

Any message about a client should only have information about that client. Please remind your staff not to send a message about multiple clients under 1 client's IRD number.

Last updated: 29 Mar 2022
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