## Introduction of Session
- Confirmation of participants’ audio and video connectivity through greetings and confirmation in the comments.
- Instruction for questions: enter important questions in the Q&A box while using the webinar chat for informal discussion.
## HMRC 648 Integration
- Status Update:
- Full testing completed.
- Next step: Enable download/upload of client lists via the government gateway.
- Function: Upload spreadsheet of HMRC-authorised clients based on UTR numbers for automated marking.
- Expected Release: Approximately 7–10 days away.
## Use of ChatGPT for Research and Content Creation
### Demonstration of ChatGPT Capabilities
- Overview:
- Comparison of the free version versus the paid version (£20/month or equivalent) with extra “deep research” features.
- Use Case: Cost structure and service offering research for tax investigation insurance targeted toward sole traders, partnerships, and limited companies in the mid-range market.

- Process:
- Initial prompt provided to ChatGPT detailing:
- Research for fee structures and pricing for tax investigation insurance.
- Inclusion criteria: UK accounting and bookkeeping firms, tiered pricing, self-insured models, monthly fees.
- ChatGPT clarified requirements (e.g., focus on UK firms, VAT included, examples provided).
- Automated research and collation from 30+ sources with citation and source details.
- Results included average fee data (e.g., sole traders at around £8.33, limited companies at £12.50) and a comprehensive report.
### Content Generation Examples
- Creation of Announcements and Emails:
- Drafted an announcement email to provide context to the audience.
- Generated a FAQ section on tax investigations (e.g., differences between covered and non-covered items).
- Developed a scheduler service for tax investigation insurance:
- Incorporated fee review terms (annual reviews, adjustments based on inflation/2%) and ideas for added value (e.g., risk reviews, dedicated investigation liaisons, fee-free payment holidays, discounted legal expert fees).

- Report and Pricing Suggestions:
- ChatGPT generated an extensive report on pricing tiers including justifications (e.g., recommended fee for sole traders was around £7.50, justification provided).
- Addressed scenarios such as multi-entity discounts.
- Additional Generated Templates:
- Revised scheduler service for personal tax investigation insurance targeting self-assessment clients and directors.
- Redesigned investigation support pack with paragraph formatting replacing bullet points.
- Created an FAQ section specific for the support pack.
- Drafted an email quote template used for client communication.
- Generated an Apple Notes document to store discussion points.
### Deep Research Feature
- Explanation:
- The “deep research” feature runs a thorough search (much more detailed than a basic Google search) and compiles results with citations.
- Demonstrated time savings (e.g., saving an hour’s worth of manually sourcing, amounting to £20 per hour).
- Notably, the deep research is only available in the paid version of ChatGPT; free version users can still perform simpler tasks like content drafting.
### Offline/Temporary Mode and Internet Connectivity
- Temporary Mode:
- Option in Engager/ChatGPT that prevents conversation data from being used for future training.
- Data is stored offline and deleted after 30 days—useful when sensitive client data is involved.

- Internet Connectivity:
- ChatGPT is now live-connected (e.g., able to fetch current information like spring statement updates with real-time links and citations from sources such as Financial Times and YouTube).
## Automated Email and Engagement Process in Engager
### Email Automation for VAT and Other Client Reminders
- Setup Process:
- Use of automated email reminders (“global auto reminders”) within the application.
- Example: Creating a new automation for bank statement requests:
- Timing: Set for one month and seven days before the VAT deadline.
- Allows for choosing specific send times (e.g., 9:00 AM) and days (e.g., avoiding weekends).
- Customization: Selection and preview of pre-existing email templates (such as bank statement request template).
### Client Communication and Marketing/Information Distinction
- Differentiation:
- Clearly distinguishing between informational content (updates, news) and marketing content.
- Guidelines:
- Newsletters focused primarily on ininformation (tax updates, spring statement news) should have minimal marketing content.
- Pure marketing emails (to promote new services) must be labelled as marketing and sent only to clients who have opted in.
- Client Preference Management:
- Clients can opt in or out of marketing emails:
- Initial opt-in is requested in the letter of engagement and within the client portal.
- A hyperlink in marketing emails allows clients to change their preferences.
- A status column in the client list displays opt-in status.
## Tax Investigation Fee Protection Service (TIFPS) Details
### Service Background and Rationale
- Historical Trend:
- Prior low frequency of tax investigations (three incidents between 2017 and the previous year) versus a recent surge (six investigations since September last year, with some lasting six months).
- Service Options:
- Self-insured model:
- Clients are charged a monthly/annual fee.
- Provides free support during an investigation if they are enrolled.
- If a client is not enrolled, an hourly rate is charged.
- Insurance vs. Fee Protection:
- Discussion on terminology: For regulatory reasons (avoiding FCA regulations), often termed “Fee Protection Service” rather than insurance.
- Additional naming variations: Some use “Tax Investigation Fee Protection Service.”
### Revenue Outcome
- Financial Impact:
- The initiative generated approximately £3,500 in annual revenue within the first week after client communication.
- Strategic Communication:
- Clear messaging regarding the increased frequency of investigations.
- Encouragement for clients to opt in to avoid additional charges.
## Additional Engager Features and Updates
### Integration and Service Developments
- Current Development Projects:
- HMRC 648 integration.
- Enhancements related to Adfin, Xenon, and backend performance improvements.
- Upcoming dashboard to track data usage per client (e.g., individual client limits of 500 MB).
### Company Formation Module
- Status:
- Engager is not currently offering company formation services due to ongoing changes in Companies House API and requirements.
- Current practice: Company formations are handled via InformDirect with data export incorporated into Engager’s client portal.
### Auto-Linking Client Communications
- Feature Explanation:
- Integration with Microsoft/Google Gmail for auto-linking emails.
- Emails are attached to the client communication log in Engager.
- Customizable settings determine if emails should be attached to individual records or business profiles.
### Client Data Management and AML
- Client Document Uploads:
- Clients can upload their identification documents.
- Recommendations:
- Consider relocating ID documents to an AML (Anti-Money Laundering) folder for efficient organization.
- Some practices prefer using dedicated AML verification tools (e.g., Xama) instead of the client portal uploads.
## Q&A Highlights and Miscellaneous Inquiries
### General Communication and Queries
- Discussion Points:
- Handling legacy clients and marketing preferences.
- Legacy clients must be re-opted into marketing to receive informational newsletters.
- Questions on automating emails related to bank feeds, with the advice to set reminders only for predictable due dates (e.g., VAT quarter-end) rather than recurring but unpredictable events like bank feed expiration in Xero.
- Clarification around what is covered in fee protection (e.g., covers the firm’s time during an investigation, not legal fees or fines).
### Engagement Scheduling and Participation in Events
- Upcoming Events:
- No Engage live session on Wednesday due to other event commitments.
- Personal events: Speaker attending DAS, a Psy King event, and other engagements.

### Technical and Security Enhancements
- Data Security:
- Emphasis on the temporary mode for added security when handling sensitive client data.
- Encouragement to assess data storage and preference configurations.

- Auto-Reminder Configuration:
- Detailed steps provided for scheduling automated email reminders for recurring tasks.
### Final Updates on Product Development and Client Communication Tools
- Upcoming Dashboard:
- Will display current client data usage relative to allocated storage limits.
- Continuous tool improvements:
- Enhancements to auto-linking emails and integrated communication logs.
- Ongoing testing of the practice-facing mobile app and adjustments based on client feedback.
## Concluding Administrative Notes
- Reminder:
- Recordings and step-by-step guides will be made available in the help center (e.g., weekly Q&A recordings since January 2024).
- Client newsletter best practices:
- Maintain clear separation between informative content and marketing content.
- Ensure timely and valuable content, ideally on the same day for high-impact updates such as the spring statement.
- Future support:
- Participants encouraged to use ChatGPT for various content creation needs (e.g., checklists, letters of engagement, and service proposals).