Gap Analysis and Triage Questions for Personal Tax

Gap Analysis and Triage Questions go hand in hand; together, they're what gets a complete submission from your client. Both can engage your client directly through the AI chat, though Gap Analysis can also work quietly in the background if you'd rather keep it internal.

Gap Analysis only runs on requests where an Aide-Mémoire has been used. Where it applies, it compares this year's submission with the client's previous year's submission to flag potential gaps, for example, a source of income or a relief that was mentioned last year but is missing this year.

By default, Gap Analysis is internal, giving your team a head start on reviewing what's been gathered before you use it to complete the return. You can also make it client-facing, so clients see and respond to flagged gaps directly through the AI chat- good news for both sides: your team chases less, and clients get their information completed much faster.

Triage Questions are a separate, client-facing layer. They're five short, consistent questions put to the client during submission, checking that they've properly considered whether anything changed for them during the tax year.

Triage Questions don't replace adviser interaction; they sit alongside it. Their main value is compliance: every client is asked the same questions in the same way, and you get a written record of their answers, rather than relying on staff to remember to ask manually.

Together, Gap Analysis and Triage Questions flag gaps and inconsistencies in what's gathered before you start completing the return, not after. Every client is asked the same questions in the same way, so you're not relying on individual staff members to remember to chase specific points, and each response is recorded, giving you an audit trail to refer back to if a query comes up later.

When this is made client-facing, clients answer through the AI chat while they're already in the mindset of pulling together their tax return information for you, a better moment to capture accurate, complete detail than a follow-up email sent once they've moved on and their attention has shifted elsewhere.

Rather than an open-ended request to flag "anything that's changed," clients are guided through a short, specific set of questions that make it clear exactly what's being asked of them. That reduces the amount of back-and-forth needed once their submission reaches your team.

Triage Questions appear differently to the client depending on whether the information request also has an Aide-Mémoire attached.

The client's existing chat-style submission continues as normal, covering documents, questions on prior-year gaps (this is where Gap Analysis feeds in), this year's applicability, and any flagged topics. The Triage Questions are added at the end of that conversation, and the request isn't marked Submitted until the client has answered them.

There's no Gap Analysis to draw on here, so the AI chat walks the client straight through the Triage Questions one at a time, as their whole submission. Once they've answered, the request submits automatically. The AI asks a clarifying follow-up only if the client volunteers extra information or asks about one of the questions; otherwise, it won't expand the conversation beyond the five questions.

Triage Questions are configured per information request (or saved to a template) in the request wizard, in a simple text area. A default set of five questions is provided, which you can edit or remove as needed.

Gap Analysis is a real-time, AI-assisted layer within the personal tax information request. It now engages your client during submission, prompting them for missing or ambiguous information while they are still in the flow. The aim is a more complete first submission and fewer follow-ups from your team.

Reach out to your customer success manager; they'll be happy to help and can also walk you through how this would work for your firm with a short demo.