Move a request to a new client contact without losing history

Transfer responsibility before resending

Transfer the open items and previous commitments together so the first message asks for the next useful action.

Your request system handles the chase. When the reply contains supplier invoice PDFs that need to become an Excel schedule, try ParseMill for that next step: extract, review against the source and download a workbook. Reminder scheduling stays in your current tools.

Record the source of the contact-change instruction and confirm it through the firm's normal process. A message from an unfamiliar address should not automatically grant access to existing client documents or authorize a change to the request recipient.

Create a concise contact handover

Capture request reference, old contact, confirmed new contact, effective date, remaining actions and access checks. Keep the old conversation linked internally so staff can reconstruct earlier promises. Share only the context needed for the new person's task.

TaxDome: Request actions describes native request-sharing and editing options. TaxDome: Folder permissions explains document access boundaries. Check both the communication route and evidence access: receiving a forwarded message is not the same as having an authorized portal role. Use the system's approved recipient-change or access process rather than sharing private access links casually.

Preserve the outstanding list

Synthetic example: request R70 originally went to Alex at Sequoia Design. Morgan is confirmed as the new finance contact.

The new contact receives a current task list, not responsibility for every historical message. Retain Alex's earlier promise as history without assuming Morgan has accepted the same deadline.

Confirm ownership and remove obsolete contact routes

Ask the new contact to confirm they can obtain the requested evidence or identify the appropriate authorized person. If responsibility is split, record the owner for each item. Avoid a broad “team” recipient that leaves nobody accountable.

Inspect scheduled reminders and saved recipient lists. A successful manual introduction does not update every native request or recurring template. Stop messages to the old contact where appropriate, while preserving the audit trail and any required access changes through the firm's established process.

Verify the next response

Check that the new contact's response updates the existing requirement rather than creating a duplicate case. Confirm that evidence is visible to the intended staff and that the next reminder uses the correct remaining list. If the contact cannot act, return the issue to the relationship owner instead of repeatedly resending.

Test the handover on a synthetic case with one completed and one outstanding item. the related workflow guide gives the broader request lifecycle. Use the workflow audit checklist to record lost promises, duplicate requests or access delays associated with contact changes before deciding what needs improvement.